Field Nurse Care Navigator, Supervisor

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

📋 Description

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

• Perform regular visits to clinics to assist field staff, reinforce program goals, discover areas for improvement, and enhance relationships with providers.

• Facilitate both in-clinic and remote patient support, which includes education, enrollment, disease and therapy guidance, adherence assistance, and case management.

• Ensure that services are in alignment with program protocols, departmental procedures, Sentrex policies, and client expectations.

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

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

• Assess clinic-specific requirements, barriers, and opportunities to enhance the patient and clinic experience.

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

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

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

• Ensure that adverse events, product complaints, and reportable information are recorded and escalated according to pharmacovigilance standards.

• Assist with onboarding, training, coaching, and ongoing professional development.

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

• Conduct team check-ins to discuss workload, service expectations, clinic coverage, and performance metrics.

• Analyze trends, escalations, and feedback from the field to pinpoint process gaps and opportunities for improvement.

• Collaborate with leadership on staffing, priorities, client deliverables, and maintaining operational consistency.

• Aid in client discussions, program updates, summaries of clinic feedback, and operational reporting.

• Engage in meetings, training sessions, and discussions with stakeholders.

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

• Foster a collaborative, professional, service-oriented environment focused on patient support and operational excellence.

⛳️ Requirements

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

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

• Experience with Patient Support Programs is considered a significant advantage.

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

• Background in supporting field-based teams, clinic engagement, patient education, injection training, or reimbursement-related patient support is beneficial.

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

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

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

• Capable of managing escalations professionally while guiding team members through complex patient or clinic circumstances.

• Strong organizational abilities with the capacity to manage competing priorities and support a geographically dispersed team.

• Proficient in analyzing field trends, recognizing barriers, and proposing practical solutions to improve service delivery.

• Highly collaborative with a professional, service-oriented demeanor.

• Bilingualism in English and French is an asset.

• Must provide proof of full COVID-19 vaccination before the start date.

🏝️ Benefits

• Competitive salary.

• Generous vacation entitlement.

• Wellness Program (5 paid days off for your well-being!).

• Paid Sick Days.

• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance.

• Employee & Family Assistance Program.

• RRSP Matching Program.

• Employee Development Program.

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

• Quarterly virtual social events.

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