Patient Appointment Facilitator

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

This role is in support of Cencora’s patient and provider support and pharma commercialization services in Canada marketed through our Innomar Strategies business.

Summary: Reporting to the Associate Manager, Patient Appointment Coordination, the Patient Appointment Facilitator is responsible for the coordination of all patient appointments and ensuring that the coordination is done accurately. Additionally, the Patient Appointment Facilitator is responsible for scheduling Field Nurses within their Integrated Business Unit.  Key activities include but are not limited to: Receiving inbound calls and placing outbound calls to patients and other healthcare professionals, working internally with other key stakeholders (eg. Patient Support Program, nursing, scheduling personnel, etc) and utilization/navigation of databases. Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail. Creating and maintaining patient appointment schedules to ensure optimal clinic and homecare efficiencies are achieved. Ensure that all communication received by all customers (i.e. program personnel, Field Nurses, Patients) are handled within departmental Key Performance Indicators. This includes but is not limited to scheduling initial patient appointments, rescheduling of established series of appointments, and collaboration with Nursing Services on staffing challenges. Will report adverse events, serious adverse events, product complaints in accordance with Innomar training and policies & procedures. Will participate in close communication through regular touchpoints with Field Nurses and on an ad-hoc basis with Business Area Managers as required under the leadership of the Associate Manager, Patient Appointment Coordination. Will support and collaborate on new initiatives and embrace and execute on internal departmental processes, including but not limited to database enhancements/changes, new/revised workflow/process flows. Will identify scheduling challenges and opportunities and follow department escalation process through to resolution/solution Will strategize and engage with key stakeholders (e.g. pharmacy, program, nursing) to proactively mitigate risk and achieve optimal patient experiences. Identify defects in process and communicate in a timely and responsible manner (leveraging the escalation process) to avoid delays in facilitating patient appointments; and ultimately participate in process improvement initiatives which drive efficiencies and productivity. Manage workload (e.g. multi-tasking) as assigned by the Associate Manager which includes but is not limited to consistently evaluate and re-prioritize daily tasks, flexibility with phone queue coverage and exercise proactive team collaboration to ensure Key Performance Indicators are achieved. The Patient Appointment Facilitator will also be assigned other duties and tasks as required from time to time.

High School Diploma/GED or equivalent experience required. Work Experience: 2+ years of experience in customer operations, customer service, patient support services, case coordination, service operations, order management, or a related field required. Certifications: Certification in customer service, patient access, scheduling systems, customer relationship