Bilingual Patient Interaction Coordinator

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

📋 Description

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

• Assess both inbound and outbound calls, email responses, and documentation of interactions to ensure compliance with established workflows, work instructions, and call scripts.

• Deliver quality reports, trends, insights, and performance analytics to Program Managers.

• Contribute to the development and execution 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 enhance productivity standards.

• Suggest enhancements to training materials, processes, documentation, and work instructions.

• Collect and monitor performance data for individuals and teams.

• Lead calibration sessions alongside Program Managers and relevant stakeholders.

• Work with operational units to identify improvement opportunities and system upgrades.

• Aid in managing quality monitoring systems, call recording databases, and associated tools.

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

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

• Carry out additional duties as necessary.

⛳️ Requirements

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

• Bilingual proficiency in English and French is mandatory.

• Familiarity with quality monitoring and providing feedback.

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

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

• Interest in gaining expertise with Power BI and Microsoft Excel.

• Proficient in generating reports, analyzing trends, and managing dashboards.

• Strong critical-thinking skills to address issues effectively and efficiently.

• Compassionate outlook and a strong commitment to patient advocacy.

• Self-driven, resourceful, curious, and able to maintain composure in high-pressure situations.

• Problem-solving capabilities in uncertain scenarios.

• Ability to work efficiently in a self-directed environment.

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

• Knowledge of Patient Support Programs is an asset.

🏝️ Benefits

• Competitive total rewards package.

• Paid time off for volunteer activities.

• Donation programs available.

• Opportunities for local community engagement.

• Participation in national charitable and environmental initiatives.

• One tree planted for each new hire.

• Commitment to an equal opportunity workplace.

• Accommodations are available upon request during the selection process.