Bilingual Patient Care Navigator

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

📋 Description

• Oversee all facets of patient enrollment, reimbursement processes, and service coordination for patients participating in the Patient Support Program.

• Serve as the primary contact for all patient-related elements of the Patient Support Program.

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

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

• Collaborate with patients, insurers, and physicians to gather documentation necessary for reimbursement coverage.

• Investigate public and private insurance options and assist with employer escalations.

• Review patient charts, past therapies, and tests to aid physicians in completing public or private coverage documentation.

• Offer therapy guidelines and program education to both patients and healthcare providers.

• Gather information and perform financial eligibility assessments for patients.

• Coordinate with physicians' offices, pharmacies, infusion/injection service providers, and others to facilitate services and resolve issues.

• Manage and monitor patient services to ensure swift and ongoing access to therapy.

• Review, analyze, and verify patient information for accuracy and completeness.

• Uphold case management service levels, including telephone answer rates, contact initiation times, adverse-event reporting, and program KPIs.

• Keep patient and clinic information updated in the CRM system.

• Collaborate with internal patient support teams.

• Identify coverage challenges and relay them to the Patient Support Program Supervisor.

• Follow up and advocate until coverage decisions are finalized.

• Maintain confidentiality regarding patient, client, and corporate information.

• Undertake additional responsibilities as requested by the Manager.

⛳️ Requirements

• Post-secondary education; experience in the healthcare field is advantageous.

• Bilingual proficiency in English and French is mandatory; bilingualism is essential in the province of Quebec.

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

• Familiarity with private and public reimbursement structures, systems, and procedures is a plus.

• Ability to work from home with a quiet, dedicated home office space is required.

• Excellent verbal and written communication abilities.

• Strong analytical skills, with an emphasis on interpreting regulations and legislation.

• Advanced knowledge of the pharmaceutical distribution sector.

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

• Effective interpersonal skills.

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

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

• Direct and impactful communication style.

• Outstanding organizational skills and a talent for building effective working relationships with colleagues, management, and stakeholders.

🏝️ Benefits

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

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

• Employee Development Program.

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

• Competitive salary.

• Generous vacation entitlement.

• Wellness Program offering 5 paid days off for 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.

• Remote work arrangement.

• No travel required.