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

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📌 Patient Coordinator (Ontario)
🏢 Talantir
📍 Ontario