Client Service Coordinator

Job Summary

The Client Service Coordinator pre-screens all incoming orders, performs data entry of various types of orders and handles inbound customer service inquiries. The Client Service Coordinator will communicate with various parties both internally and externally regarding order details and status to provide quality products and service to home and community care patients.

Duties And Responsibilities

• Receives various types of orders through order processing software and reviews for accuracy based on established standards.
• Communicates effectively with external agencies if orders are incomplete or inaccurate.
• Performs accurate computer data entry and order verification of each individual order into order entry software in accordance with Bayshore Policies and Procedures (P&P).
• Coordinates with internal departments to ensure orders are in production and updates order entry software as changes are communicated based on Bayshore Policies and Procedures ensuring all priority orders are properly documented and sent to the appropriate departments in a timely manner.
• Updates patient information and communicates changes to any affected internal departments and external agencies as required.
• Forwards all medical orders to Clinical Pharmacist for clinical review and processing.
• Prioritizes order data entry based on established procedures.
• Receives and documents all inbound inquiries from patients and care team.
• Effectively uses available tools and software to resolve patient specific issues or concerns within scope and escalates calls out of scope to appropriate internal team member.
• Ensures compliance with federal, provincial, and local laws and regulations, Bayshore Policies and Procedures (P&P) and accrediting body standards (Ontario College of Pharmacists (OCP), Bureau Veritas (ISO)
• Adheres to quality control procedures as indicated in Bayshore Policies to meet ISO standards.
• Documents all individual patient-specific instructions accurately in order entry software.
• Accurately maintains all legally required records as outlined by Bayshore Policy and Procedure (P&P) and accreditation standards (Ontario College of Pharmacists (OCP), Bureau Veritas (ISO)) as required.
• Communicates with patients and care teams (for example: caregivers, nurses, prescribers, etc.) regarding order details and status within scope.
• Maintains pharmacy records, including filing, as directed.
• Works cohesively with other Bayshore team members including Customer Service Representatives, Pharmacy Assistants, Registered Pharmacy Technicians, Registered Pharmacists, Warehouse Technicians, Logistics Coordinators, Medical Device Reprocessing Technicians, Medical Device Management Coordinators, Nurse Clinical Consultants, and Contracts Coordinators.
• Monitors selected measures of individual performance as it relates to departmental performance standards and reports results as requested.
• Participates in Performance Improvement activities and continuous professional development as required.
• Attends and participates in departmental and business meetings as scheduled.

Assists in orientation and training of new employees

Qualifications

• High School Diploma or General Education Degree (GED) is required.
• Minimum one year experience data entry, customer service, or administrative support is required.
• Some college or Certificate/ Diploma in a medical field from an accredited institution is an asset.
• Experience in a medical office or equivalent work experience is an asset.

Language Skills

• Ability to read, analyze, interpret technical procedures and company policies.
• Ability to write correspondence to internal team members and external agencies as required.
• Ability to effectively present information and respond to questions from managers/ supervisors, patients/ caregivers and members of the patient care team as requested.

Mathematical Skills

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve word problems and algebraic equations.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to define problems, collect data, establish facts and draw valid conclusions.

Interpret instructions provided in written, oral, or visual form

Primary Location

ON-Kitchener