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Job Summary

The Intake Specialist Team is responsible for the processing and handling of referral and enrolment requests for patient infusion and injection treatments within INVIVA.

The Intake Specialist role will report directly to the Patient Service and Intake Supervisor and will complete inbound tasks, driven by the respective Business Goals and KPI expectations of the various medical therapies as per contractual Service Level Agreement (SLA).

Intake Specialist role will be responsible for the efficient processing of referral communication between healthcare professionals, internal departments and programs while maintaining confidentiality of patient information in accordance with the organizational policies and standards.

Intake Specialist will also be responsible for a variety of administrative tasks which may include processing patient records and charts, transcribing and processing physician orders as well as setting up details for patient appointments as well as responsible for processing Patient appointment outcomes and reported Adverse events

Specific Responsibilities

• Processing new intake referrals in our Scheduling application system within 1 business day.
• Triage and Assign patient details to Therapeutic Scheduling Team and respective partners (Pharmacy, Programs etc.).
• Input and Process Renewals and all other Intake service requests.
• Process all other valued services (E.g. TDMs, TBQ, vaccines etc.).
• Responsible for informing Scheduling Team of Injection Training patients transitioning to Self-Injection.
• Processing of incoming medical order changes (frequency, dose changes, reload or STAT).
• Process and update patient files and program documents in Scheduling application for data accuracy.
• Escalate pending follow-ups greater than 2 business days to Team Lead/ Supervisor Cross trained to assist with Automated reminders processing as required.
• Processing and submission of Post appointment outcomes Post visit report (PVRs) /Adverse Event (AEs) within 1 business day to respective Programs or Physicians as required and update scheduling system and documents to patient file.
• Validation of records for completeness and data accuracy against molecule cheat sheet for PVR and AE instructions prior to submission.
• Responsible for following up with Nurse Managers on missing post visit reports (PVRs) or Adverse Events (AE).
• Processing of incomplete appointment status (e.g. No Show) to be sent to respective Program, Pharmacy and Scheduling team for follow up with patient.
• Creation of Private Pay referral requests.
• Cross trained to assist as needed with any other tasks for Intake team to ensure a continuum of service.
• Completing all other administrative tasks for the Intake Coordination Team and PCC coverage as required.
• Assist regional scheduling pod with coordination of next appointment as required.
• Ensure an understanding of the divisions KPI and each medical therapy SLA.
• Represent McKesson Infusion Services as Intake SME in meetings, workshops, and other business functions.

General Responsibilities

• May assist with the phone queue as required.
• Assigned to support PCC and Programs as needed.
• Priority of intake management and post appointment outcomes processing.
• Responsible for maintaining accurate documentation on patient file.

Minimum Qualifications

• Post-secondary diploma / degree in customer service or administration is a definite asset.
• Minimum of 2 years customer service experience (public and/or private).

Key Competencies

• Experience in coordinating client/patient services.
• Experience in managing high volume client enquiries.
• Clinic experience or medical terminology / administration is an asset.
• Proficiency in Salesforce and Microsoft suite (Word, Excel, PowerPoint, Access).
• Good interpersonal and teamwork skills.
• Superior organizational and communication skills.
• Good troubleshooting skills & detail orientation.
• Highly results driven & demonstrated ability to establish priorities.
• Ability to work independently and as a team member.
• Self-regulation of time management and the ability to multi-task and adhere to deadlines.
• Strong commitment to continual learning with great flexibility.
• Fluency in written and spoken English/ French is required.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$47,300 - $78,800

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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