Patient Care Navigator – Eastern Canada

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

📋 Description

• Oversee all facets of patient enrollment, reimbursement procedures, and service coordination for individuals in the Patient Support Program.

• Serve as the main contact for all patient-related aspects of the program.

• Ensure timely enrollment of patients into the Patient Support Program.

• Provide both inbound and outbound telephone assistance, including maintenance and adherence calls.

• Collaborate with patients, insurers, and healthcare providers regarding documentation to maximize reimbursement coverage.

• Research public and private insurers and support employer escalations.

• Examine patient records, previous therapies, and tests to assist physicians with documentation for public or private coverage.

• Offer therapy guidelines and program education to both patients and healthcare providers.

• Gather information and conduct financial eligibility assessments for patients.

• Coordinate with physician offices, pharmacies, infusion/injection service providers, and other stakeholders to resolve issues and coordinate services.

• Track and manage patient services to ensure swift and ongoing access to therapy.

• Evaluate, analyze, and confirm the accuracy and completeness of patient information.

• Uphold case-management service standards, including telephone response rates, contact initiation times, adverse-event reporting, and program KPIs.

• Keep accurate patient and clinic records in the CRM system.

• Collaborate with internal patient support teams.

• Identify and escalate coverage challenges to the PSP Supervisor.

• Follow up and advocate until coverage decisions are finalized.

• Ensure confidentiality of patient, client, and corporate information.

• Fulfill additional responsibilities as assigned by the Manager.

⛳️ Requirements

• Post-secondary education with experience in the healthcare field is advantageous.

• Bilingualism in English and French is a plus.

• Bilingualism is mandatory in the province of Quebec.

• Experience in reimbursement billing, special access, appeals processes, and support and consultation is beneficial.

• Familiarity with private and public reimbursement frameworks, systems, and procedures is an asset.

• Ability to work from home with a quiet, private office space is essential.

• Exceptional verbal and written communication abilities.

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

• Advanced understanding of the pharmaceutical distribution industry.

• Outstanding customer service, problem-solving, and conflict resolution skills.

• Effective interpersonal abilities.

• Dedication to delivering high-quality service to both internal and external clients.

• Adaptability and a proven track record of success amid growth and organizational changes.

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

• Direct and impactful communication style.

• Excellent organizational skills and capability to foster effective working relationships with colleagues, management, and stakeholders.

🏝️ Benefits

• 100% Canadian company with locations nationwide.

• State-of-the-art facilities.

• Collaborative and engaging workplace culture.

• Flexible working environment promoting a work-life balance.

• Diverse and inclusive culture.

• Employee Development Program.

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

• Competitive salary.

• Generous vacation entitlement.

• Wellness Program providing 5 paid days off for 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.

• Accommodations available upon request during the selection process.