Bilingual Patient Interaction Coordinator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the quality and precision of patient interactions across various channels including phone, email, SMS, and more.

• Assess both inbound and outbound communications, including calls and email responses, ensuring they adhere to established workflows, work instructions, and call scripts.

• Generate quality reports, identify trends, note observations, and provide performance insights to Program Managers.

• Engage in the design and implementation of best practices for patient interactions, quality monitoring programs, standards, templates, and scorecards.

• Establish the frequency of interaction monitoring based on the performance of team members.

• Provide quality coaching and constructive feedback to team members.

• Suggest improvements for training materials, process documentation, existing procedures, and work instructions.

• Utilize data to compile and monitor both individual and team performance metrics.

• Facilitate calibration sessions in collaboration with Program Managers and stakeholders.

• Work alongside operational teams to identify improvement opportunities and system enhancements.

• Assist with quality monitoring systems, call-recording databases, and other supporting tools.

• Partner with the national Learning and Development team to ensure compliance with training best practices.

• Report product safety information in line with adverse-event reporting regulations.

• Undertake additional responsibilities as necessary.

⛳️ Requirements

• 3–5 years of experience in a contact center or patient support setting.

• Bilingual proficiency in English and French is mandatory.

• Background in quality monitoring and providing feedback.

• Ability to identify gaps and opportunities, facilitating process development.

• Experience in leading change initiatives and collaborating with diverse professional teams.

• Keen interest in gaining proficiency with Power BI and Microsoft Excel.

• Skilled in report development, trend analysis, and dashboard maintenance.

• Strong critical-thinking skills for effective and efficient problem resolution.

• A compassionate approach with a dedication to patient advocacy.

• Self-motivated, resourceful, inquisitive, and able to maintain composure in high-pressure situations.

• Proficient in problem-solving in ambiguous scenarios.

• Capable of working effectively in a self-directed environment.

• Post-secondary education in a relevant field or a combination of education and experience.

• Knowledge of Patient Support Programs is an asset.

🏝️ Benefits

• Competitive total rewards package.

• Paid time off for volunteering.

• Donation programs.

• Opportunities for local community engagement activities.

• Participation in national charitable and environmental initiatives.

• A tree planted for each new hire.

• Commitment to an equal opportunity workplace.

• Workplace accommodations available upon request.

• Permanent full-time remote position.