Bilingual reimbursement specialist supporting patient and provider access services for Cencora’s Innomar Strategies in Canada. Managing reimbursement cases, documentation, escalations, and workflow improvements remotely.
About the role
- Nursing Supervisor leading bilingual patient support programs for Canadian pharmaceutical patients. Coaching nursing teams, managing caseloads, KPIs, quality, and contact-center operations.
Responsibilities
- Implement contact center strategies and tactics to help nurse case managers and case managers achieve objectives
- Manage patient caseload
- Create, use, and continuously evaluate processes and systems meeting customer service, patient safety, contractual, and operational requirements
- Support the manager with policy and practice development and execution
- Provide leadership and coaching to team members to achieve quality standards and KPIs
- Monitor calls for quality and technical accuracy and provide timely feedback
- Monitor monthly results against goals and take action to achieve business objectives
- Analyze contact center data and generate business reports and metrics to drive operational improvement
- Assist with recruitment, onboarding, call-quality training/development, and performance management
- Recommend corrective actions and engage additional resources as needed
- Participate in or lead client meetings and day-to-day client communications
- Collaborate with internal departments delivering program-related services
- Assist with quality assurance and quality improvement initiatives, including CAPA activities
- Participate in program design and development, including documentation flows and charts
- Participate in project technical setup, including telephony, data collection tools, processes, reports, and reporting requirements
- Perform other duties assigned by the manager
Requirements
- University Degree in Nursing is preferred
- Valid nursing license in good standing with the College of Nurses of their respective province
- Bilingualism (English and French) is required
- Minimum of 1-3 years supervisory or management experience
- Preference for prior reimbursement experience and/or Team Leader experience in a contact center and/or the pharmaceutical industry
- Program specific experience required
- Experience in a fast-paced work environment with fluctuating demand for services is essential
- Experience executing business strategies, including establishing clear KPIs and processes for reporting
- Proven experience leading a team through organizational change
- Functional knowledge in contact center transformation, design, and process implementation
- Demonstrated success leading and developing a team, working with indirect reports and cross-functional partners
- Demonstrated technical competence and ability to understand and troubleshoot basic technical issues
- Familiarity with contact center technologies, including using, designing, and reporting on IVRs
- Intermediate to advanced knowledge of the MS Suite of applications
- Ability to communicate effectively, orally and in writing, with internal and external customers and stakeholders
- Excellent interpersonal skills and ability to build and maintain relationships with colleagues at all organizational levels
- Effective analytical and problem-solving skills
- General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes
Benefits
- State-of-the-art facilities to provide high-quality products and services
- Collaborative, engaging workplace culture
- Flexible working environment that promotes a healthy work-life balance
- Diverse and inclusive culture
- Opportunities for learning and growth supported by the Employee Development Program and in-house corporate training
- Competitive salary
- Generous vacation entitlement
- Wellness Program with 5 paid days off for well-being
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- RRSP Matching Program
- Employee & Family Assistance Program
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