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Bayshore

Patient Service Coordinator

Montreal, QC, Canada

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Job details

Posting language: English · French
Posted: Oct 3, 2026

Original job description

English section of this bilingual listing.

JOB SUMMARY

The Patient Service Coordinator, under the direction of the Patient Services Supervisor, Specialty Nursing Services, is responsible for supporting patients with their care coordination needs including but not limited to the professional and timely scheduling of patient services within the Specialty Nursing Network. The Patient Service Coordinator is also responsible for scheduling our field employees and ensuring that the key performance indicators for scheduling are met.

DUTIES AND RESPONSIBILITIES

Handle and document patient inquiries regarding requests for service.
Report and document Adverse Events as per Pharmacovigilance requirements.
Assess patient service needs in consultation with the Supervisors.
Schedule licensed employees for care and service assignments such that there is an appropriate match between the patients needs and the employees’ qualifications, skills, and abilities.
Promote consistency of nursing assignments and coordination of services.
Notify patients and field employees regarding initial and ongoing schedules.
Complete data entry and maintain accurate current scheduling documentation.
Required to be available for On-Call shifts for morning, evening, weekend, or holiday coverage.
Handle and document patient concerns and complaints in a timely manner and escalate as appropriate.
Meets required scheduling key performance indicators.
Ensures scheduling is efficient while also being patient centric.
Participate in ongoing internal and/or external continuing education activities.
Adhere to Bayshore Policies and Procedures.
Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
Participates in proactive Health & Safety activities while performing all duties.
Maintains confidentiality of patient and corporate information and discusses same only with appropriate Bayshore personnel.
Employee will maintain relevant level of knowledge of ICH (International Conference on Harmonization), GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmacovigilance Practices) guidelines appropriate to their hired role which is to be provided at time of hire and on an as needed basis. With this knowledge the employee will perform the work as required by their assigned function and will be provided with regular updates as required.
Participate in processes relating to regulatory and/or contractual reporting requirements.
Complete other tasks as requested.

Formation

Un diplôme d’études secondaires est requis;

QUALIFICATIONS

Completion of a recognized program such as Licensed Registered Practice Nurse program or a Medical Terminology course preferred.

Experience

A minimum of two years related customer service experience, preferably in healthcare. Other Skills and Abilities
Fluency in the English language, both in written and verbal communication.
Bilingual proficiency in English and French, with strong written and verbal skills, for roles that involve supporting patients in Quebec and at times Northern New Brunswick.
Exceptional organizational and interpersonal skills.
Proven ability to work both independently and as part of a team.
Ability to meet deadlines and strong commitment to continual learning.
Demonstrated competency in keyboarding and Windows scheduling software.
Ability to operate all standard office equipment.
Internal candidates must have a demonstrated track record of achievement in dealing with patients and employees and have demonstrated above average initiative. Successful internal candidates must complete a three-month probationary period specific to the Patient Service Coordinator position.

Read the full bilingual original

RÉSUMÉ DU POSTE

Le (la) Coordonnateur(trice) des services aux patient(e)s, sous la direction du (de la) Superviseur(e) des services aux patient(e)s des Services infirmiers spécialisés, est chargé(e) de répondre aux besoins des patient(e)s en matière de coordination des soins, y compris, sans s’y limiter, la planification professionnelle et opportune des services aux patient(e)s au sein du Réseau de soins infirmiers spécialisés. Le (la) Coordonnateur(trice) des services aux patient(e)s est également responsable de planifier les tâches des employé(e)s de terrain et de veiller au respect des indicateurs clés de performance en matière de planification.

FONCTIONS ET RESPONSABILITÉS

Traiter et documenter les demandes des patient(e)s concernant les demandes de service;
Évaluer avec les Superviseur(e)s les besoins des patient(e)s en matière de services en consultation;
Planifier les tâches des employé(e)s autorisé(e)s pour les soins et les services en veillant à ce qu’il y ait une adéquation entre les besoins des patient(e)s et les qualifications, les compétences et les aptitudes des employé(e)s;
Favoriser la cohérence des tâches de soins infirmiers et la coordination des services;
Informer les patient(e)s et les employé(e)s de terrain des planifications initiales et en cours;
Enregistrer les données et maintenir une documentation de planification à jour et précise;
Être disponible pour les quarts de travail sur appel le matin, le soir, la fin de semaine ou les jours fériés;
Traiter et documenter les préoccupations et les plaintes des patient(e)s en temps opportun et les transmettre au (à la) supérieur(e) hiérarchique direct(e) si nécessaire;
Atteindre les indicateurs clés de performance requis en matière de planification;
Veiller à ce que la planification soit efficace tout en étant centré(e) sur les patient(e)s;
Participer à des activités de formation continue interne et/ou externe;
Respecter les politiques et les procédures de Bayshore;
Participer aux activités de contrôle de la qualité et aux initiatives d’amélioration continue conformément au système de gestion de la qualité de l’entreprise;
Participer à des activités proactives en matière de santé et de sécurité tout en exerçant ses fonctions;
Préserver la confidentialité des informations relatives aux patient(e)s et à l’entreprise, et n’en faire part qu’au personnel compétent de Bayshore;
Maintenir un niveau de connaissance adéquat des lignes directrices de la CIH (Conférence internationale sur l’harmonisation), des BPC (Bonnes pratiques cliniques) et des BPV (Bonnes pratiques de pharmacovigilance) de Santé Canada, en fonction du rôle attribué au moment de l’embauche et en fonction des besoins. Sur la base de ces connaissances, l’employé(e) devra effectuer le travail requis par la fonction qui lui aura été attribuée et qui pourra, le cas échéant, faire l’objet de mises à jour régulières;
Participer aux processus relatifs aux exigences réglementaires et/ou contractuelles en matière de rapports;
Effectuer d’autres tâches selon les besoins

JOB SUMMARY

DUTIES AND RESPONSIBILITIES

Handle and document patient inquiries regarding requests for service.
Report and document Adverse Events as per Pharmacovigilance requirements.
Assess patient service needs in consultation with the Supervisors.
Schedule licensed employees for care and service assignments such that there is an appropriate match between the patients needs and the employees’ qualifications, skills, and abilities.
Promote consistency of nursing assignments and coordination of services.
Notify patients and field employees regarding initial and ongoing schedules.
Complete data entry and maintain accurate current scheduling documentation.
Required to be available for On-Call shifts for morning, evening, weekend, or holiday coverage.
Handle and document patient concerns and complaints in a timely manner and escalate as appropriate.
Meets required scheduling key performance indicators.
Ensures scheduling is efficient while also being patient centric.
Participate in ongoing internal and/or external continuing education activities.
Adhere to Bayshore Policies and Procedures.
Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System.
Participates in proactive Health & Safety activities while performing all duties.
Maintains confidentiality of patient and corporate information and discusses same only with appropriate Bayshore personnel.
Employee will maintain relevant level of knowledge of ICH (International Conference on Harmonization), GCP (Good Clinical Practice) and Health Canada GVP (Good Pharmacovigilance Practices) guidelines appropriate to their hired role which is to be provided at time of hire and on an as needed basis. With this knowledge the employee will perform the work as required by their assigned function and will be provided with regular updates as required.
Participate in processes relating to regulatory and/or contractual reporting requirements.
Complete other tasks as requested.

QUALIFICATIONS

Formation

Un diplôme d’études secondaires est requis;
Achèvement d’un programme de formation reconnu, de préférence une formation d’infirmier(ère) autorisé(e) ou d’infirmier(ère) auxiliaire autorisé(e) (IA/IAA) ou une formation sur la terminologie médicale.

Expérience

Au moins deux ans d’expérience dans le domaine du service à la clientèle, de préférence dans le secteur des soins de santé.

AUTRES COMPÉTENCES ET APTITUDES

La maîtrise d’une langue autre que le français est un atout, car l’employé(e) sera en contact régulier/permanent avec des collègues et des clients situés dans diverses provinces canadiennes;
Compétences exceptionnelles en matière d’organisation et de relations interpersonnelles;
Capacité avérée à travailler de manière indépendante et au sein d’une équipe;
Capacité à respecter les délais et engagement ferme envers l’apprentissage continu;
Compétence avérée en matière de saisie par clavier et d’utilisation de logiciels de planification sur Windows;
Capacité à utiliser les équipements de bureau standard;
Maîtrise de l’anglais écrit et parlé, ainsi que du français dans les succursales qui offrent des services aux patient(e)s francophones;
Les candidat(e)s internes doivent avoir fait leurs preuves dans les relations avec les patient(e)s et les employé(e)s et avoir fait preuve d’un esprit d’initiative supérieur à la moyenne. Les candidat(e)s internes retenu(e)s doivent effectuer une période probatoire de trois mois qui est spécifique au poste de Coordonnateur(trice) des services aux patient(e)s.

QUALIFICATIONS

Education

Secondary School Diploma is required.
Completion of a recognized program such as Licensed Registered Practice Nurse program or a Medical Terminology course preferred.

Experience

A minimum of two years related customer service experience, preferably in healthcare. Other Skills and Abilities
Fluency in the English language, both in written and verbal communication.
Bilingual proficiency in English and French, with strong written and verbal skills, for roles that involve supporting patients in Quebec and at times Northern New Brunswick.
Exceptional organizational and interpersonal skills.
Proven ability to work both independently and as part of a team.
Ability to meet deadlines and strong commitment to continual learning.
Demonstrated competency in keyboarding and Windows scheduling software.
Ability to operate all standard office equipment.
Internal candidates must have a demonstrated track record of achievement in dealing with patients and employees and have demonstrated above average initiative. Successful internal candidates must complete a three-month probationary period specific to the Patient Service Coordinator position.

Apply About employer

More about this job

Responsibilities

The Patient Service Coordinator is responsible for scheduling patient services and field employees while ensuring key performance indicators are met. They also handle patient inquiries, document service requests, and manage adverse event reporting in accordance with pharmacovigilance requirements.

Requirements

Candidates must have a secondary school diploma and at least two years of customer service experience, preferably in healthcare. Completion of a recognized nursing program or medical terminology course is preferred, along with proficiency in English and French.

Skills

Care coordination
Scheduling
Customer service
Data entry
Medical terminology
Interpersonal skills
Organizational skills
Windows scheduling software
Pharmacovigilance
Regulatory reporting
Health and safety
Conflict resolution
Bilingualism
Time management

Benefits

Continuing education
Health and safety initiatives

Visa sponsorship

Not detected in the job text

Keywords

Patient Service Coordinator
Care Coordination
Scheduling
Healthcare
Pharmacovigilance
ICH
GCP
Health Canada
GVP
Customer Service
Medical Terminology
Data Entry
Quality Management
Regulatory Reporting
Windows Software
Nursing Support

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