Bilingual Patient Care Navigator

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

📋 Description

• Accountable for the prompt enrollment of patients into the Patient Support Program.

• Addresses calls, emails, and voicemails promptly and in a friendly manner.

• Skillfully navigates the Canadian reimbursement landscape to secure coverage for various disease states, products, and testing.

• Cultivates strong relationships with patients, caregivers, and healthcare teams by instilling confidence, trust, security, and relief.

• Organizes and processes tasks punctually to ensure an optimal experience for both patients and physicians.

• Guarantees that patient services are coordinated and tracked efficiently, leading to swift and continued access to therapy.

• Prioritizes competing needs, managing all matters swiftly and proactively, and follows through on tasks to successful completion.

• Updates the Customer Relationship Management (CRM) system electronically and provides patients and clinics with timely proactive updates.

• Completes essential elements of deliverables through a hands-on collaborative approach.

• Reports Adverse Events / Severe Adverse Events (AE / SAEs) in accordance with SOP guidelines.

• Required to uphold specified service levels for various clients, projects, and initiatives.

• Encourages and enhances teamwork while collaborating with various internal business units.

• Acts as a liaison and supplies continuous feedback to the Manager based on field observations and customer input regarding service quality, training, and other critical areas.

• Fulfills all relevant reporting requirements (billing, timesheets, expenses, mileage, validating CRM reports, etc.) within specified deadlines and standards.

• Engages in building relationships vital to the organization's success and manages multiple special projects, some of which may impact the organization.

• Consistently maintains professionalism and strict confidentiality with all materials, exercising discretion when interfacing with the business.

• Performs additional duties as assigned by your Manager.

⛳️ Requirements

• A Bachelor’s degree in a related field or equivalent work experience.

• Previous experience in a specialty pharmacy is considered a significant asset.

• Familiarity with disease state areas such as Dermatology, Hepatology, and/or Gastroenterology.

• Experience working directly with Physicians, possessing a comprehensive understanding of patient flow.

• Proficiency in Microsoft Office suite, phone systems, and experience with databases (i.e., ERP/CRM).

• Extensive computer and software skills.

• Prior experience in Patient Support Programs is required.

• Strong organizational skills with the capability to manage changing priorities effortlessly and independently.

• Ability to accurately input data into various paper and electronic forms, with a focus on detail and precision being essential.

• Self-motivated individual capable of working independently with minimal supervision.

• Knowledge of private and public reimbursement structures, systems, and navigation processes is required.

• Must be able to work from home and possess a quiet, private home office space.

• Excellent verbal and written communication skills in both English and French.

• Strong analytical skills including the interpretation of regulations and legislation.

• Familiarity with the pharmaceutical distribution industry is required.

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

🏝️ Benefits

• Competitive Salary and 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.