Field Case Manager – 12 Months Contract

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

📋 Description

• Act as the primary point of contact for patients throughout their medication experience.

• Assist and guide patients with reimbursement processes, copay management, and pharmacy coordination.

• Engage with patients to collect necessary information and inform them about available program services.

• Offer training for injections, pharmacy alternatives, and information on coverage support.

• Oversee prescription coverage and manage renewals.

• Collaborate with pharmacies, insurance providers, and other stakeholders to address access challenges.

• Partner with Field Case Managers and the wider care network.

• Tailor services to accommodate various clinic and pharmacy models.

• Connect with designated pharmacy teams and biologic coordinators as needed based on the territory.

• Anticipate potential issues, proactively address problems, and provide customized patient support.

• Handle adverse event reporting.

• Perform additional program support and other assigned tasks as needed.

⛳️ Requirements

• Experience in a customer service environment.

• Post-secondary education certificate, diploma, or degree is preferred.

• Experience in reimbursement, call center or pharmaceutical sectors, health insurance, or clinical support is an asset.

• Familiarity with medical information, CRM systems (such as Salesforce), and pharmacy operations is preferred.

• Outstanding customer service abilities and telephone etiquette.

• Strong analytical and organizational capabilities.

• Excellent time management skills and a sense of urgency.

• Ability to work collaboratively and independently in a remote home office setting.

• Proficient written and verbal communication skills in both English and French (for Quebec/New Brunswick).

• Capacity to manage multiple priorities while adapting to change and uncertainty.

• Proficient in Microsoft Office and comfortable using technology.

• Dedication to continuous improvement and compliance with program standards.

• Bilingualism in English and French is mandatory for the province of Quebec.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Backup dependent care services.

• Support for adoption processes.

• Coverage for infertility treatments.

• Assistance with family-building initiatives.

• Solutions for behavioral health.

• Paid parental leave policy.

• Paid caregiver leave policy.

• Access to training programs.

• Resources for professional development.

• Mentorship opportunities.

• Participation in employee resource groups.

• Opportunities for volunteer activities.

• Option for remote work from a designated home office.

• Established work schedule.