Bilingual Document Specialist supporting a positive customer experience in Group Benefits Administration at Sun Life by processing documents and managing inquiries.
About the role
- Bilingual Reimbursement Specialist managing patient reimbursement cases for McKesson. Coordinating with stakeholders to ensure timely treatment access and support for patient assistance programs.
Responsibilities
- Enroll patients in patient support programs quickly and accurately
- Manage reimbursement cases from initial intake through to treatment access
- Proactively follow up on patient cases to ensure renewals and continuous coverage are processed within required timeframes
- Communicate with patients, public and private insurers, and prescribing physicians to obtain necessary reimbursement documentation
- Perform financial assessments to determine patient eligibility for assistance programs
- Explore coverage options and escalate issues to employers or payers as needed
- Collaborate with specialty and retail pharmacies to ensure timely access to medications
- Serve as the primary point of contact for patients and healthcare professionals regarding reimbursement and program-related questions
- Process and manage supporting documentation, including lab results, infusion reports, and co‑pay records
- Receive, document, and report adverse events in accordance with pharmaceutical manufacturers’ requirements and program guidelines
- Respond to incoming and outgoing patient and stakeholder inquiries by phone, email, and fax
- Maintain established service levels, including response times, case processing timelines, and reporting requirements
- Enter data accurately and keep patient records up to date in internal systems
Requirements
- High school diploma or equivalent
- Minimum of 3 years’ relevant experience in a healthcare, pharmaceutical, insurance, or patient support environment
- Bilingual in French and English (spoken and written) — mandatory
- Experience with patient support programs, specialty pharmacy, or pharmaceutical reimbursement
- Previous experience with public and private payers in Canada
- Excellent customer service and case management skills
- Ability to work in a contact center or high‑volume environment
- Proficiency in Microsoft Office (Word, Excel) and case management systems
- Excellent organizational skills and strong attention to detail
- Ability to manage multiple priorities while demonstrating empathy and professionalism
Benefits
- Competitive compensation package
- Professional development opportunities
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