Bilingual Patient Services Specialist – Spécialiste bilingue des services aux patients

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

📋 Description

• Act as a bilingual liaison for patients, insurers, and physician offices concerning reimbursement and patient support documentation.

• Gather, evaluate, and submit completed reimbursement applications to private and/or provincial drug plans.

• Follow up with insurers and agencies to secure coverage decisions and provide timely updates on status.

• Input and maintain precise case notes, documentation, and outcomes in patient databases.

• Escalate intricate cases or issues outside the program's scope in line with established procedures.

• Offer reimbursement status updates and program information to healthcare professionals.

• Assist with patient follow-ups on behalf of physician offices to ensure continuity of therapy.

• Handle inbound calls, initiate outbound calls, and manage email and fax correspondence.

• Meticulously document and report Adverse Events in accordance with program and regulatory standards.

• Achieve defined service levels, quality standards, and key performance indicators.

• Engage in continuous improvement initiatives related to processes, quality, and training.

⛳️ Requirements

• High school diploma or equivalent, or an equivalent mix of education and experience.

• 3+ years of relevant experience in an administrative, healthcare support, patient services, call center, or customer service capacity.

• Proficiency in English and French (both verbal and written).

• Experience directly interacting with customers, patients, or clients.

• Strong skills in data entry, documentation, and administration.

• Capability to adhere to established procedures, manage multiple priorities, and meet deadlines.

• Background in Patient Support Programs (PSP), reimbursement support, or specialty pharmacy.

• Knowledge of private and provincial drug plans in Canada.

• Previous experience in the healthcare, insurance, or pharmaceutical sectors.

• Experience in a remote or virtual call-based environment.

• Proficient in Microsoft Office (Word, Excel) and case management systems.

• Strong attention to detail and ability to work in emotionally sensitive situations.

• Must be legally eligible to work in Canada.

🏝️ Benefits

• Competitive compensation package.

• Annual bonus or long-term incentive opportunities may be available.

• Total Rewards compensation package.