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 skilled 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
- In office 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

📌 Patient Coordinator (Richmond Hill)
🏢 Talantir
📍 Richmond Hill