Overnight bilingual banking advisor supporting RBC clients through phone, chat, video, and digital channels. Resolving banking concerns and delivering client - focused solutions for Canada’s largest bank.
About the role
- Bilingual Reimbursement Coordinator managing prescription drug coverage and reimbursement processes for patients at BioScript Solutions. Coordinating with multiple stakeholders to optimize outcomes and ensure compliance in a remote setting.
Responsibilities
- Coordinate and manage all aspects of prescription drug coverage and reimbursement for assigned patient cases.
- Oversee the initiation, tracking, and maintenance of reimbursement related activities while ensuring compliance with organizational policies and regulations.
- Liaise effectively with insurance companies, physician offices, pharmacies, and other healthcare professionals to optimize reimbursement outcomes.
- Collect, review, and submit all necessary documentation to private insurers, public/federal funding programs, and specialty pharmacy services.
- Maintain up-to-date knowledge of insurance plans, public and private funding sources, and reimbursement policies.
- Review and validate patient and healthcare provider information to ensure completeness and eligibility.
- Provide responsive inbound and outbound telephone support, addressing inquiries and resolving reimbursement issues in a timely manner.
- Accurately document all case-related activities, including communication, coverage decisions, and outcomes.
- Offer constructive feedback to enhance service delivery and patient satisfaction.
- Participate in training and development programs to stay informed about changes in reimbursement, drug programs, and healthcare systems.
- Maintain strict confidentiality and discretion in all interactions and documentation.
- Perform administrative tasks including data entry, record maintenance, document scanning/faxing, and filing.
- Monitor and triage all inbound patient and healthcare provider emails, faxes, and other communication channels, ensuring they are directed to the appropriate program staff for timely response.
- Assist in managing patient case files, ensuring all relevant documentation is complete, accurate, and updated in the program's CRM.
- Responsible to report any patient safety information as per adverse event reporting requirements and product quality complaints reporting requirements.
Requirements
- Post-secondary education in a related field is required.
- Minimum 1 year of experience in client services within a healthcare, pharmaceutical, or insurance environment.
- Prior experience in a reimbursement-focused role is a strong asset.
- Experience handling high call volumes in a customer service or call center setting is preferred.
- Bilingualism (French and English) is a requirement.
- Knowledge of public, private, and federal drug coverage systems is an asset.
- Strong organizational skills and a high level of attention to detail.
- Excellent problem-solving abilities and the capacity to work independently in a fastpaced environment.
- Proficiency with Microsoft Office and comfort using digital systems and databases.
- Effective communication and interpersonal skills, with a positive and professional demeanor.
- English proficiency is required for this position to effectively communicate with internal and external stakeholders.
Benefits
- Growth Opportunities: Committed to fostering a culture of growth, where every team, member is encouraged to pursue new skills, expand their knowledge, and advance their careers.
- Vibrant Culture: Over 1,500 team members across Canada and year over year we manage to maintain an overall above industry engagement score by using a monthly pulse survey.
- Attractive Compensation: Competitive salary, incentive program, and comprehensive benefits package.
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