Join a Call Centre with a Cause: Patient Service Coordinators Needed!
The Senior Patient Services Coordinator will be responsible for providing direct patient support while maintaining ownership of the patient experience through clear communication and timely problem resolution. The Senior Patient Services Coordinator will leverage their advanced knowledge to support patients, guide team members, and ensure effective resolution of issues in high-pressure situations
This role requires advanced critical thinking, sound judgment, and a proactive, strategic approach. The Senior PSC takes ownership of complex patient interactions, ensuring they are handled efficiently and accurately while acting as a role model for the team.
What we offer (and why you’ll love it here!):
- Epic Work-Life Balance: Our shifts are limited to days and evenings and closed on holidays.
- Growth Opportunities: Committed to fostering a culture of growth, where every team member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
- Vibrant Culture: Our vibrant culture thrives on community engagement, fueled by employee feedback through OfficeVibe. From local activities to national initiatives, our passionate team extends its commitment to creating positive change beyond patient care.
- Attractive Compensation: Robust and Comprehensive compensation and benefits, available from day 1!
What & Where: Full-Time, Permanent & New Brunswick or Ontario
Closing Date: June 25, 2026
Why BioScript Solutions?
At BioScript, we're not just a company—we're a fast-growing company always putting patients first. Recognized as one of Canada’s Best Managed Companies, we believe in pushing boundaries, setting trends, and creating meaningful experiences that captivate and inspire. Our vibrant team is made up of innovative minds who are passionate about driving success and making an impact. Ready to be a part of this exhilarating journey?
Your Mission:
- Act as a liaison for patients and healthcare providers, efficiently handling incoming and outgoing calls, voicemails, and email messages.
- Act as the primary escalation point for complex and sensitive cases, collaborating with leadership and stakeholders to resolve issues and de-escalate high-risk situations.
- Foster and build relationships with stakeholders (clinics, pharmacies, patient programs) and serve as a subject matter expert by providing real-time guidance on complex patient, provider, and scheduling inquiries.
- Record AE and PQC information for the Quality Service Team while demonstrating flexibility, adaptability, and discretion in handling patient information in accordance with confidentiality standards and policies.
- Identify workflow inefficiencies and operational risks, collaborate on process improvements, and meet established performance metrics for service quality, responsiveness, and resolution effectiveness.
- Monitor daily workflow queues and participate in stakeholder meetings to support timely responses, service delivery improvements, and change management initiatives.
- Manage sensitive interactions with empathy, professionalism, and cultural awareness while serving as decision authority for non-standard case approvals within established guidelines.
What You Bring to the Table:
- Post-secondary education or equivalent experience
- 2-3 year's experience in customer service, preferable in healthcare and/or related clinical environment is as asset
- Familiarity with medical terminology is an asset, including:
- Experience as a Pharmacy Assistant or Registered Pharmacy Technician
- Experience working within Patient Support Programs (PSP)
- Exposure to specialty pharmacy, infusion clinics, or healthcare program coordination environments
- Familiarity with medication processes, reimbursement workflows, and patient onboarding
- Proven ability to exercise sound judgment and make independent decisions that positively impact patient outcomes.
- Experience handling escalated patient concerns and serving as a subject matter expert for peers.
- Strong computer skills (Outlook, Word, Excel); experience in patient management systems is a plus
- Strong sense of accountability and ownership, with the ability to follow through on tasks and patient inquiries to completion
- Ability to take initiative, manage competing priorities, and work both independently and collaboratively
- Ability to stay calm and collected under pressure, while juggling multiple priorities
- Excellent verbal and written communication skills and active listening abilities
- Bilingualism (English/French) is considered an asset
- Proven commitment to diversity, inclusion, and cultural competence when working with patients
- A creative, independent spirit who also thrives in a collaborative, team-based environment
- Dedication to patient-first service and a desire to make a meaningful impact every day
Compensation: At BioScript, your base pay is one part of your total compensation package and is determined within a range. Our pay ranges are based on the local cost of labor benchmarks for each specific role, level, and geographic location.
We're proud to be an equal opportunity employer. As a people-centric organization, we’re committed to fostering a welcoming culture free of discrimination, and to providing a healthy and safe work environment where all team members can thrive as individuals. Through our commitment to diversity, inclusion, belonging, and equity, we strive to provide an accessible workplace, where individuals feel valued, respected, and supported every day.
We are committed to creating an inclusive and accessible work environment across Canada. In accordance with applicable provincial legislation, including Quebec’s Charter of the French Language, this job posting is provided in both French and English when required. For positions based in Quebec, French language proficiency is required to perform day-to-day duties.
We encourage and accept all applications, however, only candidates selected for interviews will be contacted. Accommodations can be made available on request for candidates taking part in all aspects of the selection process. For inquiries, please email the talent acquisition team at [email protected].
Ready to make your mark? Coverdale Clinic - Where “Patient care is in our DNA.”
Take a look firsthand at what we do here! - https://www.youtube.com/watch?v=Prd_s5vXynQ
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