Senior Bilingual Case Manager – 18 month contract

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

📋 Description

• Accountable for the prompt enrollment of patients into the Patient Support Program.

• Work in partnership with the patient, insurer, and physician to gather the documentation necessary for optimal reimbursement coverage, including researching all public and private insurers and facilitating employer escalations as needed.

• Evaluate patient status and support the prescribing physician in preparing documentation for coverage by reviewing patient charts and assessing prior therapies and tests.

• Deliver therapy guidelines and education on the program to manage expectations for both patients and physicians.

• Gather information and perform patient financial assessments based on program eligibility criteria.

• Ensure that patient services are coordinated and tracked efficiently, allowing for quick and continued access to therapy.

• Report Adverse Events / Severe Adverse Events (AE / SAEs) following established Standard Operating Procedures (SOPs).

• Maintain service levels in case management, including call answer rates, initial contact times with patients, Adverse Events reported within twenty-four hours, and any other key performance indicators (KPIs) set at the Program level.

• Update the Customer Relationship Management (CRM) tool electronically by providing timely patient and clinic information.

• Cultivate and encourage a collaborative team spirit while working alongside internal patient support teams.

• Serve as a liaison and offer ongoing feedback to the Associate Program Manager based on field observations and customer input regarding service quality, training, and other critical areas.

• Provide backup support to PSP Supervisors, Associate Program Managers, and Program Managers as needed.

• Identify barriers to obtaining coverage and communicate this information to the Program Manager and/or Associate Program Manager.

• Propose corrective actions to ensure that deliverables are achieved.

• Collaborate and engage in PSP team and client meetings as necessary.

• Ensure expedited access to therapy through effective coordination and tracking in alignment with Program KPIs.

• Complete all relevant reports (time sheets, expenses, mileage, validation of CRM reports, etc.) according to specified timelines and required standards.

• Responsible for creating work instructions and training documents as required by the program.

• Assist with both pre and post-launch activities for the program.

• Update and revise training materials based on ongoing business requirements.

• Deliver training content and facilitate learning sessions both in-person and virtually using a variety of methods.

• Manage multiple projects with tight deadlines while providing valuable insights to enhance and customize processes that exceed operational needs.

• Act as a subject matter expert in relation to the CRM and Case Management for Patient Programs at Sentrex Health Solutions.

• Shadow case managers to provide training and support as necessary.

• Offer ad-hoc support across multiple programs, teams, and departments.

• Assist with data cleanup as required.

• Provide additional assistance with other duties or projects as requested by PSP Management.

⛳️ Requirements

• A Bachelor’s Degree or College Diploma in a relevant field of study.

• Bilingualism (English and French) is required.

• 2-5 years of experience in Patient Support Programs with advanced knowledge of Case Management and the pharmaceutical distribution industry.

• Demonstrated aptitude for continuous learning.

• Advanced understanding of reimbursement billing, special access, the appeals process, and conducting field-based reimbursement support and consultation is essential.

• Must be able to work from home and have a quiet, dedicated home office space.

• Excellent verbal and written communication skills in English.

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

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

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

• Strong interpersonal abilities.

• Proficient in various computer-based applications.

• Proficiency in Adobe Acrobat, SharePoint, and Microsoft Office applications is necessary.

• Strong capability to consistently meet deadlines and prioritize projects effectively.

• Exceptional organizational skills, able to manage activities for oneself and others efficiently.

• Ability to establish and nurture healthy working relationships and partnerships with peers.

• Capacity to work independently, make decisions, multitask, and solve problems under significant pressure.

• Flexible, resourceful, creative, and proactive work style with an enthusiastic approach.

• Results-oriented with the ability to handle multiple tasks while maintaining high performance levels.

• Advanced capability to learn and comprehend new systems and software quickly.

• Excellent problem-solving skills: able to resolve issues effectively and efficiently.

🏝️ Benefits

• Competitive Salary and 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, and Employee/Dependent Life Insurance.

• Employee & Family Assistance Program.

• RRSP Matching Program.