Bilingual Patient Interaction Coordinator

🔥 5 hours ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💬 Bilingual

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BioScript Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

📦 Logistics

🏥 Healthcare

💊 Pharmaceuticals

Logistics • Healthcare • Pharmaceuticals

BioScript Solutions is a Canadian specialty pharmacy and specialty-care services provider that helps patients with chronic and complex conditions access specialty drug therapies. The company operates infusion clinics and pharmacies, runs patient support programs, and offers wholesale pharmaceutical distribution and third-party logistics to manufacturers, payors and healthcare practitioners across Canada. BioScript focuses on patient-centred care, medication delivery and care coordination to improve health outcomes and simplify access to specialty treatments.

📋 Description

• Monitor the quality and accuracy of patient interactions across phone, email, SMS, and other channels • Evaluate inbound and outbound calls, email responses, and interaction documentation for compliance with workflows, work instructions, and call scripts • Provide quality reports, trends, observations, and performance insights to Program Managers • Participate in designing and implementing patient interaction best practices, quality monitoring programs, standards, templates, and scorecards • Determine interaction-monitoring frequency based on team member performance • Deliver quality coaching and feedback to team members • Recommend enhancements to training materials, process documentation, existing processes, and work instructions • Use data to compile and track individual and team performance • Lead calibration sessions with Program Managers and stakeholders • Collaborate with operational units on improvement opportunities and system enhancements • Assist with quality monitoring systems, call-recording databases, and supporting tools • Collaborate with the national Learning and Development team to support adherence to training best practices • Report product safety information according to adverse-event reporting requirements • Perform other duties as required

🎯 Requirements

• 3–5 years of experience in a contact center or patient support environment • Bilingualism in English and French is required • Experience with quality monitoring and feedback sharing • Ability to identify gaps and opportunities and facilitate process development • Experience leading change initiatives and collaborating with teams from different professional backgrounds • Interest in acquiring proficiency with Power BI and Microsoft Excel • Competence in developing reports, analyzing trends, and maintaining dashboards • Critical-thinking ability to resolve issues effectively and efficiently • Compassionate approach and passion for patient advocacy • Self-motivation, resourcefulness, inquisitiveness, and ability to remain calm in stressful situations • Problem-solving ability in ambiguous situations • Ability to work effectively in a self-led environment • Post-secondary education in a related field or a combination of education and experience • Knowledge of Patient Support Programs considered an asset

🏖️ Benefits

• Competitive total rewards package • Paid time off to volunteer • Donation programs • Local community engagement activities • National charitable and environmental initiatives • One tree planted for every new hire • Equal opportunity workplace • Workplace accommodations available on request • Permanent full-time remote position