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
- Bilingual Nurse Care Navigator providing clinical support and patient education for Sentrex Health Solutions. Ensures continuity of care and coordinates with patients and healthcare providers.
Responsibilities
- Adhere to Sentrex Policies and Procedures.
- Provide comprehensive device training to patients and/or designated care provider via virtual platforms.
- Deliver patient education on disease state, treatment expectation, medication storage and administration, adherence and safety considerations.
- Follow-up with patients and/or designated care providers to assess comfort with injection techniques, address concerns, and ensure continuity of therapy.
- Serve as the primary clinical escalation point for Care Navigators within the program.
- Assess clinical concerns, provide guidance, and escalate to Lead Nurse Field Supervisor when required.
- Assist Care Navigators with complex reimbursement cases, therapy disruptions, side effect reporting, and adherence challenges.
- Ensure accurate assessment and documentation of clinical information and program systems.
- Ensure all patient interactions are documented accurately, thoroughly, and in compliance with program protocols.
- Maintain familiarity with program workflows, reporting requirements, and therapeutic training updates.
- Build strong rapport with patients and/or designated care provider, acting as a supportive and reliable clinical resource throughout their treatment journey.
- Support program improvements, pilot initiatives, or process enhancements as directed by the Lead Nurse Field Supervisor.
- Attend team meetings, virtual coaching sessions.
- Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team.
- Attend key patient and stakeholder meetings, as well as relevant conferences, to support high quality disease education, product information, and case management services.
- Liaise with physicians’ offices, pharmacies, and clinic solutions to ensure comprehensive and coordinated service to patients and/or designated care provider.
- Participate in ongoing internal and/or external continuing education activities.
- Additional duties as determined by your Manager.
Requirements
- Must be a Registered Nurse in good standing with the College of Nurses of their respective province.
- Bilingualism in English and French is required.
- 2+ years of clinical experience.
- Experience in immunology, rheumatology, or dermatology an asset.
- Must be able to provide proof of liability and CPR certification.
- Experience in patient education, injection training, or Patient Support Programs an asset.
- Strong analytical and problem-solving skills to address barriers and optimize patient care processes.
- Ability to manage virtual patient interactions and handle case escalations confidently.
- Demonstrates strong customer service skills, with the ability to build trust and rapport with HCPs, patients, and stakeholders.
- Highly collaborative with effective and practical communication skills.
- Proven ability to work in a team environment.
Benefits
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- Employee & Family Assistance Program
- RRSP Matching Program
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