About the role

Bilingual Senior Care Navigator providing flexible support across Patient Support Programs at Sentrex Health Solutions. Ensuring continuity of care and managing complex reimbursement scenarios for patients.

Responsibilities

Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs.
Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs.
Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements.
Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs.
Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity.
Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers.
Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support.
Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system.
Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel.

Post-secondary education in healthcare, life sciences, business administration, or a related field is preferred.
Minimum 3–5 years of direct immunology Patient Support Program experience is required.
Demonstrated experience supporting reimbursement across multiple Canadian provinces is required.
Extensive reimbursement experience is required, including private insurance coordination, provincial public coverage, special authorization processes, appeals, payer follow-up, and patient financial assistance pathways.
Advanced knowledge of public and private reimbursement structures, payer systems, documentation requirements, and province-specific reimbursement processes is required.
Ability to rapidly learn and apply program-specific requirements while providing short-term coverage, project support, and operational continuity across different PSPs.
Must be able to work from home and have a quiet, private home office space
Excellent verbal and written communication skills
Strong analytical skills including interpretation of regulation and legislation
Advanced knowledge of the pharmaceutical distribution industry
Excellent customer service, problem-solving, and conflict resolution skills
Effective interpersonal skills

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