Bilingual Field Nurse Care Navigator, Supervisor

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

📋 Description

• Oversee daily operations, coaching, and support for Field Nurse Case Managers and/or Nurse Care Navigators.

• Perform routine clinic visits to assist field team members, reinforce program goals, identify areas for improvement, and enhance relationships with providers and clinics.

• Facilitate in-clinic and remote patient assistance, including education, enrollment aid, therapy and disease education, adherence support, and case management.

• Ensure service delivery is in accordance with program protocols, departmental procedures, Sentrex policies, and client expectations.

• Serve as the primary escalation point for operational, clinical, clinic-related, and patient support issues.

• Cultivate relationships with clinics, treatment centers, healthcare providers, and stakeholders.

• Identify specific clinic needs, challenges, and opportunities to enhance patient and clinic experiences.

• Facilitate communication among field navigators, reimbursement teams, pharmacies, infusion providers, clinics, and other stakeholders.

• Provide guidance to the team on complex patient cases, therapy interruptions, adherence issues, clinic obstacles, and reimbursement challenges.

• Oversee documentation, CRM requirements, case notes, service activities, and reporting standards.

• Ensure that adverse events, product complaints, and reportable information are documented and escalated according to pharmacovigilance standards.

• Assist in the onboarding, training, coaching, and continued development of field nurses and nurse care navigators.

• Help develop training materials, update processes, handle communications, and implement workflow improvements.

• Conduct regular check-ins regarding workload, service expectations, clinic coverage, and performance metrics.

• Analyze trends, escalations, and field feedback to uncover process gaps and areas for enhancement.

• Collaborate with the Associate Program Manager, Program Manager, and leadership to address staffing, priorities, client deliverables, and operational consistency.

• Assist in client discussions, program updates, clinic feedback summaries, and operational reporting.

• Participate in meetings, training sessions, and stakeholder discussions.

• Uphold confidentiality regarding patient, client, clinic, and corporate information.

• Encourage a collaborative, professional, and service-oriented team environment.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• Must be a Registered Nurse in good standing with the College of Nurses in their respective province.

• 3+ years of clinical experience, ideally in immunology, rheumatology, dermatology, or a related therapeutic area.

• Experience in Patient Support Programs is a significant advantage.

• Prior leadership, supervisory, mentoring, or field team support experience is preferred.

• Background in supporting field-based teams, clinic engagement, patient education, injection training, or reimbursement-related patient support is beneficial.

• Strong understanding of PSP workflows, patient enrollment, clinic support, reimbursement coordination, adherence support, and case management activities.

• Proven ability to build and maintain strong relationships with healthcare providers, clinics, internal teams, and client stakeholders.

• Excellent communication, coaching, problem-solving, and conflict resolution skills.

• Capability to manage escalations professionally and guide team members through complex patient or clinic scenarios.

• Strong organizational skills with the ability to prioritize competing demands and support a geographically dispersed team.

• Ability to analyze field trends, identify barriers, and propose effective solutions to improve service delivery.

• Highly collaborative with a professional, service-oriented approach.

• Bilingualism in English and French is mandatory.

• Commitment to delivering a high level of service to both internal and external clients.

• Adaptability with a proven history of success during periods of growth and organizational change.

• Demonstrated ability to build trust and influence across multiple levels.

• Impactful and straightforward communication style.

• Exceptional organizational skills and the ability to foster effective working relationships with colleagues, management, and stakeholders.

• Required COVID-19 vaccination approved by Health Canada, in accordance with applicable human rights obligations.

🏝️ Benefits

• State-of-the-art facilities to deliver high-quality products and services.

• Flexible working environment that encourages a healthy work-life balance.

• Employee Development Program.

• Industry-leading, in-house corporate training provided throughout the year.

• Quarterly virtual social events.

• Competitive salary.

• Generous vacation entitlement.

• Wellness Program (5 paid days off for your well-being!).

• Paid Sick Days.

• Comprehensive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance.

• Employee & Family Assistance Program.

• RRSP Matching Program.

• Commitment to equal opportunity, diversity, inclusion, belonging, equity, and accessibility.

• Accommodations available upon request during the selection process.