Bilingual Nurse Case Manager supporting Canadian patients with therapy access, adherence, and case management. Coordinating providers, pharmacies, clinics, and funding through Innomar Strategies.
About the role
- Bilingual customer support representative supporting Canadian patients through pharmaceutical assistance programs. Navigating drug insurance, reimbursement, clinical inquiries, and treatment access.
Responsibilities
- Act as a central source and liaison for Patient Support Solutions programs
- Respond to incoming calls and communications and perform outbound calling as required
- Provide telephone, email, and web-based clinical support to patients, pharmacists, physicians, and other healthcare professionals
- Handle product inquiries, treatment best practices, and treatment administration troubleshooting
- Deliver patient counselling and adherence/compliance support
- Manage internal clinical referrals and voice messages
- Manage the call queue according to established policies
- Report Adverse Events or Adverse Drug Reactions within 24 hours or according to manufacturer specifications
- Perform financial means testing for patients when applicable
- Provide and manage advanced reimbursement navigation and administrative services
- Coordinate program logistics with stakeholders to optimize patient outcomes
- Identify and arrange compassionate, bridging, and copay support
- Review exceptional patient assistance cases and approve them according to predetermined permissions and standards
- Communicate with pharmaceutical manufacturers about exceptional cases
- Gather patient chart information and facilitate special authorization forms and drug-plan appeals
- Follow quality and privacy standards and contribute to continuous quality improvement
- Participate in team meetings, orientation, continuing education, and service-improvement initiatives
- Represent STI Technologies Limited in external activities when required
- Contribute to team development and maintain professional conduct
Requirements
- Fluency in French and English is required
- University degree preferred
- Ability to work a variety of shifts between 9:00am and 6:00pm Atlantic, Monday through Friday
- Minimum of 1 year of relevant experience
- Experience in pharmacy, patient assistance, nursing, specialty pharma, or a call center is a strong asset
- Detailed knowledge of health insurance and health plan coverage
- Understanding of pharmacy transactions and claims review
- Strong computer and telecommunication skills
- Advanced knowledge of computer environments and Excel, Word, and Outlook
- Strong communication skills and excellent telephone etiquette
- Keen attention to accuracy and ability to respond quickly to high-volume inquiries
- Strong organizational and time management skills
- Ability to coordinate patient services to ensure timely and continued access to therapy
- Ability to work in a team environment and support co-workers
- Ability to identify improvement opportunities and recommend workable solutions
- Willingness to pursue professional development through special projects or committee participation
- Ability to multitask and flexibility regarding support hours
Benefits
- Incentive plans, bonuses, and/or other forms of compensation may be offered
- Health and wellness benefits
- Equal employment opportunity
- Disability accommodations throughout the recruitment process
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Degree requirement
No Education Requirement
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