Senior quality leader unifying Airbnb’s multilingual Community Support QA programs. Driving AI - enabled quality measurement, operational improvements, and global partner performance from Canada.
About the role
- Remote Personal Care Specialist guiding patients through reimbursement, copay management, and pharmacy coordination. Supporting medication access for Cencora’s healthcare programs from a home office.
Responsibilities
- Serve as the consistent primary contact for patients throughout their medication journey
- Guide and support patients with reimbursement, copay management, and pharmacy coordination
- Communicate with patients to gather information and educate them about program services
- Provide injection training, pharmacy options, and coverage support information
- Coordinate prescription coverage and renewals
- Interact with pharmacies, insurance companies, and other partners to resolve access obstacles
- Collaborate with Field Case Managers and the broader care network
- Adapt services for diverse clinic and pharmacy models
- Connect with preferred pharmacy teams and biologic coordinators as required by territory
- Anticipate challenges, proactively solve problems, and provide tailored patient support
- Manage adverse event reporting
- Perform additional program support and ad hoc duties as assigned
Requirements
- Experience in customer service setting
- Post-secondary education certificate, diploma, or degree (preferred)
- Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support (asset)
- Knowledge of medical information, CRM systems (Salesforce), and pharmacy operations (preferred)
- Exceptional customer service skills and phone etiquette
- Strong analytical and organizational skills
- Excellent time management and sense of urgency
- Ability to collaborate effectively and work autonomously in a remote home office environment
- Strong written and verbal communication skills in English and French (for Quebec/New Brunswick)
- Ability to manage multiple priorities and adapt to change and ambiguity
- Proficiency with Microsoft Office and confidence using technology
- Commitment to continuous improvement and adherence to program standards
- Bilingualism (English/French) is a requirement for the province of Quebec
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
- Remote work from a dedicated home office
- Set work schedule
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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