Bilingual Customer Service Agent providing technical support for installation and maintenance of products. Working from home, building customer relations and ensuring satisfaction across Canada.
About the role
- Bilingual Nurse Case Manager coordinating patient services for pharmaceutical support programs at Sentrex Health Solutions. Responsible for managing patient care and liaising with healthcare professionals.
Responsibilities
- Perform patient enrolment activities and complete required follow-ups, according to program protocols and applicable departmental procedures.
- Provide medical support to patients and healthcare providers, including but not limited to prescription coordination and providing education on disease, product, administration, and side effect management.
- Provide telephone support including inbound and outbound maintenance, support, and adherence calls as needed.
- Respond to clinical inquiries from patients and healthcare providers received via telephone or web-based platforms based on information provided as part of the program materials.
- Provide information on program services to patients and healthcare providers as needed.
- Prepare for and attend extensive, specialized training sessions for specific therapies as required.
- Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers.
- Report Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
- Collaborate with the patient, insurer and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations and alternative funding searches as required.
- Liaise with physicians’ offices, pharmacies, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise.
- Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients.
- Attend patient meetings, conferences as needed to educate patients, providers regarding disease/product information and case management services.
- Collaborates and participates in PSP team and client meetings as necessary.
- Participate in ongoing internal and/or external continuing education activities.
- Participate in development of training material and programs for new PSP team members.
- Provide ad-hoc support to multiple programs, teams, and departments.
- Foster and promote a spirit of teamwork while working with internal patient support teams.
- Provide additional support with other duties or projects as requested by PSP Management.
- 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
- Bilingual communication skills (English and French) is required
- 2+ years of experience of clinical experience
- Experience in Patient Support Program is required
- Knowledge of private and public reimbursement, special access, and the appeals process is a strong asset.
- Must be able to work from home and have a quiet, private home office space.
- Demonstrates an aptitude for continuous learning.
- Strong analytical skills including interpretation of regulation and legislation.
- Excellent customer service, problem-solving, and conflict resolution skills.
- Strong interpersonal skills.
- Strong functional user of various computer-based programs.
- Proficiency in Adobe Acrobat, SharePoint, and Microsoft Office applications is required.
- Strong ability to consistently meet deadlines and prioritize projects.
- Exceptional organizational skills and ability to coordinate activities both for self and others effectively.
- Ability to establish and build healthy working relationships and partnerships with peers.
- Ability to work independently, make decisions, multitask, and solve problems under a high degree of pressure.
- Flexible, resourceful, creative, and proactive work style with an enthusiastic attitude.
- Results-oriented with an ability to handle multiple tasks and maintain a high level of performance.
- Advanced ability to learn and understand new systems and software quickly.
- Excellent problem-solving skills: ability to resolve issues effectively and efficiently.
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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