Personal Care Specialist

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

📋 Description

• Act as the primary contact for patients throughout their medication journey.

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

• Engage with patients to collect information and educate them on program services, injection training, pharmacy options, and coverage support.

• Oversee and maintain prescription coverage and renewals.

• Liaise with pharmacies, insurance companies, and other partners to address challenges and ensure timely access to medications.

• Work in collaboration with Field Case Managers and the wider care network on patient onboarding and ongoing support.

• Tailor services for various clinic and pharmacy models and connect with preferred pharmacy teams and biologic coordinators as necessary for the territory.

• Anticipate potential challenges, proactively address issues, and provide customized patient guidance.

• Manage adverse event reporting and fulfill additional program support or ad hoc responsibilities.

• Handle patient calls as part of a patient queue.

⛳️ Requirements

• Bilingualism (English/French) is advantageous (mandatory for the province of Quebec).

• Experience in a customer service environment.

• High School Diploma/GED or equivalent experience is mandatory.

• A minimum of 3 years of experience in pharmacy support, prior authorization processing, insurance verification, or healthcare administrative roles is required.

• Training in Health Insurance Portability and Accountability Act (HIPAA) or applicable compliance is necessary.

• Outstanding customer service abilities and phone etiquette.

• Detail-oriented and results-focused, with strong analytical and organizational skills.

• Excellent time management skills and a strong sense of urgency.

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

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

• Capacity to manage multiple priorities and adapt to changes and uncertainties.

• Proficiency in Microsoft Office and confidence in using technology.

• Commitment to ongoing improvement and adherence to program standards.

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

• Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support is a plus.

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

• An Associate's degree in healthcare administration, life sciences, pharmacy technology, or a related field, or equivalent experience is preferred.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.

• Full-time employment.

• Remote work from a dedicated home office.