Customer Support Coordinator providing multichannel support for Trupanion partners including clinics and breeders. Role involves real - time assistance and strong customer relations skills.
About the role
- Nurse Case Manager role at Cencora supporting patient and healthcare provider inquiries. Requires bilingual (French/English) communication and experience in healthcare.
Responsibilities
- Provide support to patients and health care providers by offering information on the Patient Support services, specific diseases, and therapies based on manufacturer provided materials and product monograph;
- Assist patients and caregivers in conducting assessments related to Patient Support services;
- Act as a liaison between patients, families and health care providers related to medication access.
- Address general inquiries regarding program services, disease states, or product related queries based on provided materials;
- Offer continuous support on disease states or product-related questions to ensure patient adherence;
- Refer the patient to their healthcare providers for clinical questions beyond program materials;
- Document patient information and interactions within the electronic patient record;
- Conduct ongoing file review and updates to reflect patient journey;
- Follow case-management protocols, including data collection, patient follow-up, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;
- Collaborate with the reimbursement specialist and the physician to secure funding for their patient’s therapies and explore alternative funding options;
- Ensure patient services are coordinated and tracked, according to KPI’s, resulting in expedited access to therapy;
- Participate in specialized training sessions for specific therapies provided by the pharmaceutical team;
- Attend pharmaceutical meetings, patient meetings, conferences, and work with patient associations and advocacy groups as needed;
- Coordinate with health care providers, pharmacies and infusion/injection clinics for treatment logistics and issue resolution;
- Maintain clear communication with the manager, team and the client regarding the management of patient cases;
- Assist in the training process of new Nurse Case Managers and provide feedback on protocols, databases, processes and inter-departmental processes;
- Report Adverse Events / Severe Adverse Events following program procedures;
- The Nurse Case Manager will also be assigned other duties and tasks as required from time to time.
- May be required to be on standby/ on call as part of this role.
Requirements
- A Diploma in health care or a related field, with a preference for Bachelor’s degree
- Licensed Nurse (RN or RPN/LPN) with active registration from the College of Nurses in the province of employment is required.
- Minimum of two (2) to five (5) years in the healthcare, pharmaceutical, insurance or related fields
- Ideal candidates should be nurses with healthcare and case management background in medical / hospital settings, insurance or bio-pharmaceutical industry
- Fluency in French and/or English may be required depending on program and geographic location.
Benefits
- We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day.
- In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness.
- This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
- To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
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