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Job Summary:
The Scheduling Coordinator role is responsible for scheduling infusion and Injection treatments for patients within INVIVA Coordination Team. The Immunology Scheduling
Coordinator’s work will be driven by the respective business goals and KPI expectations including all medical therapies scheduled as per SLA’s. Reporting to the Immunology Scheduling Supervisor, the Immunology Scheduling Coordinator will be responsible for liaising and processing of appointment details between healthcare professionals, internal departments and programs while maintaining confidentiality of patient information in accordance with the organizational philosophy, policies, and standards. Core Responsibilities will include appointment coordination across the various stakeholders while managing referrals and medical directives for patients; ensuring qualified personnel are available during the infusion treatments, confirming that the pharmaceutical and medical supplies are available and reporting of any Adverse Events (AE). The Scheduling Coordinator will provide excellent customer service to all clients internally and externally throughout patient life cycle.

Duties and Responsibilities:

Conducting initial patient contact within 1 to 2 business daysResponsible for ongoing patient education (via calls or emails)Schedule Patient current and next appointments within scheduling booking system based on Therapeutic area, Oncology/Neurology as needed.Liaise and engage with pharmacy for drug dispensing based on appointment datesCommunicate confirmation of appointment booked with respective partners (ex. Programs, Pharmacy and Nurses)Send Appointment Confirmation details and relevant Clinic Infusion Guides to PatientComplete appointment reminders at least 3-4 days prior to appointment dateFollow up with Pharmacy on missing medication on the Notification regarding Patient medication reportCoordinate with Nurse Manager on relevant Nursing resources as requiredEnsure that patients are treated in accordance with prescribed medical directives and all documentation/ notes updated within our Scheduling application systemAssigned to Queue extensions for handling any triaged calls (80% answered w/in 30 sec)Responding to email communication received from patients or business partners within stated KPIsRescheduling patients based on patient requests or INVIVA related requestsAssigned to on-call rotation and Extended shift (11-7) as requiredAct as Subject Matter Expert (SME) for INVIVA website support and scheduling exceptions from patients or partnersMaintain confidentiality of patient and program informationScheduling and attendance adherence in hybrid work environmentMaintaining data quality and information accuracy when processing service requests

Other Skills and Abilities for Scheduling Specialist:

Assigned to phone queue support by agent extensions.Assigned to support Scheduling by Therapeutic area and Region.Responsible for maintaining accurate and up to date documentation on patient files.Provide Scheduling coverage as required based on vacation or absences.Cross Trained to assist rest of Scheduling Team Therapy areas as needed.Assist team to ensure a continuum of service provided by all infusion coordinators.Ensure an understanding of the divisions KPI and medical therapy SLA.Good interpersonal skills and teamwork.Superior organizational and communication skillsGood troubleshooting skills & attention to detailHighly results-driven & demonstrated ability to establish prioritiesAbility to work independently and as a team memberStrong commitment to continual learning with great flexibilityParticipate in continuous improvement activitiesSelf-regulation time management and ability to multi-task and adhere to deadlinesFluency in written and spoken English/ FrenchRepresent McKesson Infusion Services as SME in specific meetings or workshops

Qualifications:

Post-secondary diploma / degree in customer service or administration is a definite asset.Experience in coordinating client/patient servicesMinimum of 2 years customer service experience (public and/or private).Experience in managing high volume client enquiries.Demonstrated superior organization and communication skills.Computer literacy (MS Office, internet).Fluent in English spoken and written and Fluent in French is an asset.Clinic experience is an assetMedical terminology / administration is an asset

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$47,300 - $78,800

McKesson is an Equal Opportunity Employer

 

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

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