Bilingual Nurse Case Manager supporting patients, providers, and medication access for Cencora’s Innomar Strategies pharmaceutical services. Coordinating case management, therapy funding, adherence, and treatment logistics.
About the role
- Field Nurse Case Manager coordinating and delivering patient support services at Sentrex Health Solutions. Developing relationships with healthcare professionals and ensuring patient access to treatments.
Responsibilities
- Perform tasks related to the enrollment of patients and healthcare professionals in accordance with program protocols and applicable service procedures.
- Enter relevant data obtained at various points of contact during the delivery of program services.
- Respond to general information requests received by phone or via web platforms regarding program services, the disease, or the product, relying on information provided in program documentation.
- Provide medical support to patients and healthcare professionals, including, but not limited to, education on specific diseases, treatments, and disease management.
- Attend and prepare for advanced training sessions provided by the pharmaceutical team on specific treatments.
- Provide telephone support (including inbound and outbound calls as required) for maintenance treatments and to monitor patient adherence.
- Administer and adhere to case management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance tracking, monitoring treatment interruption or discontinuation, adverse event reporting, and communications with primary healthcare providers.
- Work directly with the key care coordinator and the physician to secure funding required to cover patients' treatment costs, and assist, when necessary, in verifying alternative funding sources.
- When required, participate in meetings and consultations with patients to inform them and healthcare providers about the disease, the product, and case management services.
- Be able to identify and report adverse events to Health Canada and the Medical Information Service, and enter data into the source system and third-party systems in accordance with training on current pharmacovigilance requirements.
- Maintain the confidentiality of client and Sentrex information and discuss it only with appropriate personnel.
- Liaise with physician offices, pharmacists, infusion service providers, and other parties to provide fully coordinated service to patients and physicians and to resolve issues as they arise.
- Participate in continuing education activities held internally and/or externally.
- Enroll patients in the program and conduct required follow-ups in accordance with program protocols and applicable service procedures.
- Provide proactive support to patients and healthcare professionals and advocate on their behalf, particularly during enrollment, insurance renewals, and changes in the patient's care journey; also facilitate support for patients and physicians to obtain reimbursement.
- Provide ongoing support for questions about the disease or product, using information provided in program documentation to help ensure patient adherence to therapy based on individual needs.
- Follow program protocols to plan the next most appropriate action to ensure continuous delivery of patient services.
- Visit physician offices at their request and/or at the request of your immediate supervisor.
- Excellent analytical and problem-solving skills to overcome obstacles and optimize client care processes.
- Excellent customer service skills and the ability to build trusting relationships with healthcare professionals, patients, and stakeholders.
- Perform other duties as assigned by your immediate supervisor.
Requirements
- Registered Nurse (RN) in good standing with the regulatory body of your province of residence.
- Bilingual (French and English) required.
- Experience in oncology, gastroenterology, or rheumatology.
- Must be able to provide proof of professional liability insurance and a first aid certificate.
- Strong team orientation and excellent communication skills, both in hands-on and collaborative contexts.
- Experience in a patient support program is a strong asset.
Benefits
- Competitive salary and generous vacation time.
- Well-being program (five paid wellness days).
- Paid sick leave.
- Competitive benefits plan, including dental coverage, supplemental health insurance, accidental death and dismemberment insurance, long-term disability, and life insurance for the employee and dependents.
- Employer-matched RRSP contribution program.
- Employee Assistance Program (EAP).
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