Patient Coordinator in Richmond Hill

As a member of the Personalized Prescribing Inc (PPI) team, you will act as a Patient Coordinator, leveraging your knowledge, skills, and experience to provide support to the PPI end user patients, PPI pharmacists, and the COO.

Key Responsibilities

• Act as a product expert, confidently counseling patients on the value of the test to encourage purchase and participation.
• Manage HCP-referred leads, guiding them through the enrollment process and providing necessary documentation for insurance reimbursement claims.
• Address patient inquiries regarding shipment, sample collection protocols, and Turnaround Time (TAT) with accuracy and empathy.
• Verify signed patient consent forms for compliance before laboratory processing.
• Facilitate report delivery by sourcing missing HCP contact information (fax/email) through direct outreach to clinics or patients.
• Troubleshoot technical issues, such as patient portal password resets or document delivery failures.
• Monitor and track sample shipments, as applicable to ensure timely arrival at the lab.
• Manage the 'Pending Sample' pipeline; proactively follow up with patients to ensure collection and advise the COO on case closures for unresponsive files.
• Coordinate pharmacist calendars, strategically booking consultations for patients requiring clinical review of their results.
• Maintain strict patient confidentiality in accordance with health privacy regulations (e.g., HIPAA/PIPEDA).
• In collaboration with an administrative assistant, perform a variety of administrative/clerical record keeping, documentation and other related general functions as needed.

Skills & Experience Required

• Must possess a Bachelor of Science (B.Sc.) and/ or Pharmacy Technician Diploma from an accredited and recognized industry program.
• 2-3 years in a patient-facing role within a medical clinic, laboratory, or telehealth environment.
• Excellent communication skills: a professional yet warm telephone and email presence that builds trust with patients.
• Ability to handle objections and 'close' the service for referred patients by highlighting medical benefits.
• Strong attention to detail in tracking shipments and verifying complex clinical documents.
• Comfort level with CRM tools (e.g., Zoho), SharePoint, and Patient Portal management.
• Ability to remain calm while troubleshooting delivery delays or technical errors for anxious patients.
• Ability to explain laboratory processes (sample collection, TAT) in a way that is easy for patients to understand.
• The drive to 'hunt' for missing information (HCP faxes/emails) rather than waiting for it to arrive.
• Ability to juggle multiple moving parts - lab results, pharmacist schedules, and shipping delays without losing track of individual cases.
• An unwavering commitment to data privacy and the handling of sensitive medical information.
• Software Skills - You are proficient in the use of office software such as Word, Excel, PowerPoint, electronic mail, and electronic/ online resources to produce reports, forms, and letters.

Additional Skills & Experience Preferred

• French language/ bilingual capability a definite asset.
• A basic knowledge and understanding of pharmacology and pharmacogenetics, their concept principles and applications are a plus point.
• Experience with product and process analysis and re-design.
• Strong spelling, editing, proofreading, punctuation, and grammar skills.

Job Types

Full-time, Permanent

Pay

$50,000.00-$55,000.00 per year

Benefits

• Company events
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Work from home

Application question(s)

Are you comfortable using CRM Tools?

Education

• Bachelor's Degree (preferred)

Experience

• Patient service: 2 years (required)

Language

• English (required)

Location

• Richmond Hill, ON L4B 3M1 (required)

Work Location

In person