Fixed-term Supervisor, Patient Care Coordination (Victoria, on-site) at Sentrex Health Solutions

Position Type: Full Time Fixed Term (Approximately 12 months)

Department: PerCuro

Work Location: Victoria, BC

Work Arrangement: On-site

Work Hours: Standard Business Hours, Mon-Fri.

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
  
  
  

The Opportunity:

At Sentrex, we thrive when our people thrive. We are currently looking for a Supervisor, Patient Care Coordination, to be the supportive force that empowers our team of Patient Care Coordinators and PerCuro treatment clinics. The ideal candidate will be a proactive problem solver with exceptional leadership, communication skills, and meticulous attention to detail. The Supervisor, Patient Care Coordination, will be responsible for overseeing all aspects of Patient Coordination, including appointment scheduling, reminder calls, medication delivery coordination, post appointment reconciliation (internal and external), and internal coordination communication (with pharmacy, Clinic Solutions, PSP). They will provide continuous support for patients by utilizing their impeccable customer service skills and available resources to ensure patients receive optimal care throughout the PerCuro treatment clinic network with ease and in a timely manner.

A Day in the Life (What you will do here):

• Accountable for all aspects related to scheduling patients based on a variety of different factors including times patient and physician preferences, nursing skillset, and clinic availability.
• Manages a team of Patient Care Coordinators and is responsible for the recruitment, onboarding, ongoing management, and development of Care Coordination team.
• Hosts ongoing team building sessions and implements employee retention strategies.
• Creates/improves processes to improve efficiencies in the scheduling and treatment of patients.
• Complete monthly 1:1’s with all direct reports
• Oversee the collaboration between Patient Care Coordinators, the PerCuro leadership team, and nursing team to build a care schedule for patients.
• Ensures patient appointments are coordinated and tracked in a timely manner resulting in timely and continued access to their required treatment.
• Responsible for meeting department KPIs and reporting on them monthly to the leadership team.
• Acts as the Product Owner/Lead for EMR by supporting new program setups within the software, proposing changes, liaising with third-party vendor, and troubleshooting.
• Acts as a point of escalation between PerCuro clinics, pharmacy, PSP, and the Clinic Solutions team to provide timely updates related to scheduling changes and medication coordination.
• Assists Patient Care Coordinators to cover expected/unexpected absences.
• Ensures all post infusion/treatment paperwork has been entered in a timely matter and uploaded to Customer Relationship Management (CRM) (internal and external).
• Processes and reconciles all invoices related to activities performed by PerCuro clinics with the support of finance team members.
• Responsible for monthly billing activities and reconciliation
• Responds to calls, emails, and voicemails in a very efficient and friendly manner.
• Ensure the team of Patient Care Coordinators develop strong relationships with patients, caregivers, and their healthcare team by instilling confidence, trust, security, and relief.
• Host and lead weekly continuous improvement meetings (CIP) with the Care Coordination team to ensure we are proactively identifying areas of improvement.
• Lead all CIP initiatives from time of identification to roll out and ongoing monitoring.
• Acts as a point of contact for all patients, internal and external escalations.
• Problem solves escalations in a professional and courteous manner for all internal and external stakeholders.
• Ensure accurate data entry by the Care Coordination team.
• Responsible for monthly call monitoring and reporting on these results to management on a monthly basis.
• Ensures the timely management of inbound faxes and email communication.
• Escalates AEs reports to the necessary party
• Always maintains professionalism, and strict confidentiality with all materials, and exercises discretion when interfacing with the business.
• Additional duties as assigned by the manager.
  
  
  

What you need to ensure you are set up for success:

• College diploma or University degree in health-related studies
• 1-2 years of people management experience and or the appropriate courses related to the management of people.
• Excellent verbal and written communication, listening, and customer service skills.
• High level of professionalism and ability to lead a team working in a fast-paced environment.
• Accurately inputting information into various paper and electronic forms
• Ability to learn quickly, adapt, and multi-task in a fast-paced and changing environment.
• High level of proficiency in Information Technology as well as computer and software skills:
• Microsoft Office suite of applications, phone systems and databases
• Typing skills and ability to be a strong functional user of various computer-based programs
• Strong organizational skills with the ability to cope with changing priorities.
• Self-directed individual who can work independently with minimal supervision
• Adheres to confidentiality policy when handling and managing patient data and information.
• Proactive, dynamic and demonstrates an ability to work in a team environment and collaborate with others in assisting with the delivery of administration services.
  
  
  

What makes you a great fit for this team:

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
  
  
  

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being!)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program
• Anticipated base salary hiring range is $70K-$78K
  
  
  

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.