Field Nurse Care Navigator, Supervisor

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

📋 Description

• Oversee daily operations, provide coaching, and support to Field Nurse Case Managers and/or Nurse Care Navigators.

• Conduct frequent clinic visits to assist field personnel, reinforce program goals, pinpoint enhancements, and strengthen relationships with providers.

• Facilitate both in-clinic and remote patient support, including education, enrollment, adherence assistance, and case management.

• Ensure that service delivery complies with program protocols, departmental procedures, company policies, and client expectations.

• Serve as the primary point of escalation for operational, clinical, clinic-related, and patient support matters.

• Cultivate relationships with clinics, treatment centers, healthcare providers, and stakeholders.

• Identify specific needs, barriers, and opportunities within clinics to enhance patient and clinic experiences.

• Coordinate communication among field navigators, reimbursement teams, pharmacies, infusion providers, clinics, and stakeholders.

• Guide teams through complex cases, therapy interruptions, adherence challenges, clinic issues, and reimbursement obstacles.

• Monitor documentation, CRM requirements, case notes, service activities, and reporting standards.

• Ensure that adverse events, product complaints, and reportable information are documented and escalated in accordance with pharmacovigilance requirements.

• Assist with onboarding, training, coaching, and continuing development.

• Create and present training materials, process updates, communications, and workflow enhancements.

• Conduct regular check-ins regarding workload, service expectations, clinic coverage, and performance.

• Analyze trends, escalations, and feedback from the field to identify process gaps and potential improvements.

• Collaborate with program leadership on staffing, priorities, client deliverables, and operational uniformity.

• Prepare discussions with clients, program updates, summaries of clinic feedback, and operational reports.

• Engage in meetings, training sessions, and stakeholder discussions.

• Uphold the confidentiality of patient, client, clinic, and corporate information.

• Foster a collaborative, professional, and service-oriented team environment.

• Execute additional duties as assigned.

⛳️ Requirements

• Must hold a valid Registered Nurse license in good standing with the College of Nurses in their respective province.

• A minimum of 3 years of clinical experience, ideally in immunology, rheumatology, dermatology, or a similar therapeutic area.

• Experience in Patient Support Programs is highly valued.

• Previous experience in leadership, supervision, mentoring, or supporting field teams is preferred.

• Familiarity with supporting field-based teams, engaging clinics, providing patient education, injection training, or reimbursement-related patient support is advantageous.

• Strong knowledge of PSP workflows, patient enrollment, clinic support, reimbursement coordination, adherence assistance, and case management activities.

• Proven ability to build and maintain relationships with healthcare providers, clinics, internal teams, and client stakeholders.

• Excellent communication, coaching, problem-solving, and conflict resolution abilities.

• Capacity to manage escalations professionally and guide team members through complex patient or clinic scenarios.

• Strong organizational skills with the ability to juggle competing priorities while supporting a geographically dispersed team.

• Proficient in analyzing field trends, recognizing barriers, and proposing practical solutions.

• A collaborative, professional, and service-oriented mindset.

• Bilingualism in English and French is an asset.

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

• Adaptability in the face of growth and organizational change.

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

• Impactful and straightforward communication style.

• Exceptional organizational and relationship-building capabilities.

• Required doses of a Health Canada-approved COVID-19 vaccine, subject to applicable human rights obligations.

• Willingness to travel within the designated region.

🏝️ Benefits

• Access to state-of-the-art facilities for delivering high-quality products and services.

• A collaborative and engaging workplace culture.

• A flexible working environment that encourages a healthy work-life balance.

• A diverse and inclusive culture.

• Employee Development Program.

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

• Quarterly virtual social events.

• 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.