Bilingual Patient Care Navigator

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

📋 Description

• Oversee the initiation of patient enrollments into the Patient Support Program.

• Respond promptly and courteously to phone calls, emails, and voicemails.

• Navigate the Canadian reimbursement landscape to ensure coverage for disease states, products, and testing.

• Foster relationships with patients, caregivers, physicians, and healthcare teams.

• Establish and process tasks efficiently to enhance patient and physician experiences.

• Coordinate and monitor patient services to guarantee timely and ongoing therapy access.

• Prioritize competing needs and ensure tasks are completed effectively.

• Update the CRM system electronically and provide proactive updates to patients and clinics.

• Collaborate to complete critical deliverables.

• Report Adverse Events and Severe Adverse Events in accordance with SOP guidelines.

• Maintain required service levels for clients, projects, and initiatives.

• Work collaboratively with internal business units to promote teamwork.

• Communicate with the Manager and provide feedback regarding service quality, training, and customer insights.

• Complete billing, timesheets, expenses, mileage, and CRM reports within specified timelines.

• Cultivate organizational relationships and manage special projects.

• Uphold professionalism and strict confidentiality at all times.

• Undertake additional responsibilities as assigned by the Manager.

⛳️ Requirements

• A bachelor’s degree in a relevant field or equivalent professional experience.

• Prior experience in a specialty pharmacy is considered a significant advantage.

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

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

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

• Advanced computer and software skills.

• Prior experience in Patient Support Programs is required.

• Strong organizational abilities with the capacity to manage changing priorities independently.

• Accurate data entry skills for both paper and electronic forms.

• Capability to work independently with minimal oversight.

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

• Must be able to work remotely and have access to a quiet, private office space at home.

• Excellent verbal and written communication skills in English.

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

• Knowledge of the pharmaceutical distribution industry is required.

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

• Bilingual proficiency in French and English is required.

• Commitment to maintaining high service levels for both internal and external clients.

• Adaptability during periods of growth and organizational change.

• Proven ability to build trust and influence at various levels.

• Impactful and straightforward communication style.

• Outstanding organizational skills and the ability to cultivate effective working relationships.

🏝️ Benefits

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

• Flexible working environment that fosters 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 (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.

• Remote work arrangement.