Patient Care Navigator – West Coast

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

📋 Description

• Oversee all facets of enrollment, reimbursement processes, and service coordination for patients involved in the Patient Support Program.

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

• Efficiently enroll patients into the Patient Support Program.

• Provide both inbound and outbound telephone support, which includes maintenance and adherence assistance.

• Collaborate with patients, insurers, and physicians to gather necessary documentation for reimbursement coverage.

• Research both public and private insurers and assist with employer escalations.

• Review patient records, prior therapies, and tests to support physicians with coverage documentation.

• Offer therapy guidelines and program education to both patients and physicians.

• Gather information and perform patient financial eligibility assessments.

• Coordinate with physicians' offices, pharmacies, infusion/injection service providers, and other stakeholders to ensure service delivery and resolve any issues.

• Monitor and track patient services to guarantee timely and continued access to therapy.

• Review, analyze, and confirm patient information for accuracy and completeness.

• Uphold case-management service levels, including telephone answer rates, initiation times, adverse-event reporting, and program KPIs.

• Ensure all patient and clinic information is accurately maintained in the CRM system.

• Work collaboratively with internal patient support teams.

• Identify coverage challenges and escalate them to the PSP Supervisor.

• Follow up and advocate until coverage decisions are finalized.

• Uphold the confidentiality of patient, client, and corporate data.

• Execute additional responsibilities as assigned by the Manager.

⛳️ Requirements

• Post-secondary education with experience in healthcare is preferred.

• Bilingualism (English and French) is advantageous.

• Bilingualism is mandatory in the province of Quebec.

• Experience with reimbursement billing, special access, the appeals process, and providing support and consultation is a plus.

• Knowledge of private and public reimbursement structures, systems, and processes is beneficial.

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

• Exceptional verbal and written communication skills.

• Strong analytical abilities, including the interpretation of regulations and legislation.

• Advanced understanding of the pharmaceutical distribution sector.

• Excellent customer service, problem-solving, and conflict resolution abilities.

• Effective interpersonal skills.

• Dedication to delivering a high level of service to both internal and external clients.

• Highly adaptable with a proven record of success during periods of growth and organizational change.

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

• Direct and impactful communication style.

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

🏝️ Benefits

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

• Employee Development Program.

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

• 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.

• Commitment to equal opportunity, diversity, inclusion, belonging, equity, and accessibility.

• Accommodations available upon request during the selection process.