Bilingual Care Navigator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the main point of contact for all patient-related aspects of the Patient Support Program (PSP).

• Ensure timely enrollment of patients into the Patient Support Program.

• Provide telephone support, including maintenance and adherence calls, both inbound and outbound as required.

• Collaborate with patients, insurers, and physicians to gather the necessary documentation for optimal reimbursement coverage, including investigating all public and private insurers and assisting with employer escalations as necessary.

• Review patient status and assist prescribing physicians in preparing documentation for public or private coverage by examining patient charts and assessing previous therapies and tests.

• Offer therapy guidelines and education on the program to manage both patient and physician expectations.

• Gather information and conduct financial assessments of patient eligibility based on program guidelines.

• Coordinate with physicians' offices, pharmacies, infusion/injection service providers, and other stakeholders to deliver comprehensive and coordinated services to patients and physicians while addressing issues as they arise.

• Ensure that patient services are organized and tracked promptly, facilitating quick and sustained access to therapy.

• Review, analyze, and verify the accuracy and completeness of information provided by patients to ensure the initiation and continuity of services.

• Maintain case management service levels, including telephone answer rates, response times for patient contact, reporting of Adverse Events according to SOPs, and other KPIs established at the program level.

• Keep accurate and current patient and clinic information in the Customer Relationship Management (CRM) system.

• Promote a spirit of teamwork while collaborating with internal patient support teams.

• Identify challenges to obtaining coverage and relay this information to the PSP Supervisor.

• Follow up and advocate until a decision is made, ideally ensuring coverage for the patient.

• Uphold the confidentiality of patient, client, and corporate information, discussing it only with authorized personnel.

• Perform additional duties as assigned by the Manager.

⛳️ Requirements

• Post-secondary education with experience in healthcare is preferred.

• Bilingualism (English and French) is an asset; it is required in the province of Quebec.

• Experience with reimbursement billing, special access, appeals processes, and providing support and consultation is advantageous.

• Familiarity with private and public reimbursement structures, systems, and processes is beneficial.

• Must be able to work from home and have a quiet, private home office environment.

• Excellent verbal and written communication abilities.

• Strong analytical skills, including the ability to interpret regulations and legislation.

• Advanced understanding of the pharmaceutical distribution industry.

• Exceptional customer service, problem-solving, and conflict resolution skills.

• Effective interpersonal skills.

🏝️ Benefits

• Competitive salary and generous vacation entitlement.

• Wellness Program offering 5 paid days off for your well-being!

• Paid sick days.

• Comprehensive benefits package including dental & extended health benefits, AD&D, LTD, and employee/dependent life insurance.

• Employee & Family Assistance Program.

• RRSP matching program.