Spécialiste principal(e) bilingue, Services aux patients, Programme de soutien aux patients

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

📋 Description

• Oversee patient cases from enrollment through ongoing program assistance, ensuring accurate and timely documentation.

• Act as the primary contact for patients, prescribers, clinic personnel, pharmacies, insurers, and other program stakeholders.

• Assist with reimbursement processes, including public and private insurance coverage, prior authorization requirements, and financial assistance options.

• Gather and assess patient, prescription, and insurance information to identify and resolve access challenges.

• Collaborate with pharmacies, clinics, and internal teams to facilitate timely access to prescribed specialty medications.

• Address patient and healthcare professional inquiries via telephone and email in both French and English.

• Investigate complex cases, resolve service issues, and escalate matters beyond the program’s scope as needed.

• Provide information on approved programs, medications, and treatment processes.

• Adhere to procedures for reporting adverse events and product complaints.

• Ensure patient confidentiality and documentation compliance with privacy, quality, and program standards.

• Monitor case progress, perform follow-ups, and communicate updates to authorized members of the patient’s care team.

• Share subject-matter expertise, support onboarding, and mentor less-experienced colleagues.

• Contribute to service enhancements and ensure a high-quality experience for patients and healthcare professionals.

⛳️ Requirements

• Minimum of five years of relevant experience in patient services, healthcare support, reimbursement, insurance, pharmacy services, specialty pharmaceuticals, or a similar setting.

• Proficient in both French and English, with strong verbal and written communication skills.

• Legally authorized to work in Canada.

• Available to work Monday to Friday, from 10:00 a.m. to 6:00 p.m. Eastern Time.

• Experience managing patient or customer cases using a case-management system, CRM, or equivalent database.

• Proven experience handling confidential information and maintaining precise, accurate records.

• Demonstrated capability to independently navigate complex issues, competing priorities, and escalations.

• Proficient in Microsoft Office applications, including Outlook, Word, and Excel.

• A private and secure home workspace suitable for confidential patient discussions.

• Experience in a Patient Support Program, specialty pharmacy, pharmaceutical manufacturer program, healthcare contact center, or reimbursement hub.

• Understanding of Canadian public and private drug coverage, prior authorization, and financial assistance procedures.

• Experience supporting biologic or specialty medications.

• Familiarity with therapeutic areas such as immunology, rheumatology, dermatology, or gastroenterology.

• Experience mentoring, training, or offering procedural guidance to colleagues.

• Strong communication, problem-solving, relationship management, and service recovery skills.

🏝️ Benefits

• Competitive compensation package.

• Annual bonus or long-term incentive opportunities may be available.

• Remote work flexibility.

• Occasional travel or attendance at in-person meetings may be necessary based on business or program requirements.