Pediatric RPN providing community - based home nursing for ParaMed patients in Kitchener/Waterloo and Guelph. Delivering pediatric care, monitoring care plans, and supporting patients in their homes.
About the role
- Supervising field nurses and care navigators delivering education, enrolment, reimbursement, and adherence support. Sentrex provides specialty distribution and patient support services to pharmaceutical manufacturers.
Responsibilities
- Provide day-to-day supervision, coaching, and operational support to Field Nurse Case Managers and/or Nurse Care Navigators
- Conduct regular clinic visits to support field staff, reinforce program objectives, identify improvements, and strengthen provider relationships
- Support in-clinic and remote patient support, including education, enrolment, disease and therapy education, adherence support, and case management
- Ensure services align with program protocols, departmental procedures, Sentrex policies, and client expectations
- Act as first point of escalation for operational, clinical, clinic-related, and patient support issues
- Foster relationships with clinics, treatment centres, health care providers, and stakeholders
- Identify clinic-specific needs, barriers, and opportunities to improve patient and clinic experience
- Coordinate communication among field navigators, reimbursement teams, pharmacies, infusion providers, clinics, and stakeholders
- Guide teams through complex patient cases, therapy disruptions, adherence concerns, clinic challenges, and reimbursement barriers
- Monitor documentation, CRM requirements, case notes, service activities, and reporting standards
- Ensure adverse events, product complaints, and reportable information are documented and escalated according to pharmacovigilance requirements
- Support onboarding, training, coaching, and ongoing development
- Develop and deliver training materials, process updates, communications, and workflow improvements
- Conduct team check-ins covering workload, service expectations, clinic coverage, and performance
- Review trends, escalations, and field feedback to identify process gaps and improvement opportunities
- Collaborate with leadership on staffing, priorities, client deliverables, and operational consistency
- Support client discussions, program updates, clinic feedback summaries, and operational reporting
- Participate in meetings, training sessions, and stakeholder discussions
- Maintain confidentiality of patient, client, clinic, and corporate information
- Promote a collaborative, professional, service-oriented environment focused on patient support and operational excellence
Requirements
- Must be a Registered Nurse in good standing with the College of Nurses of their respective province
- 3+ years of clinical experience, preferably in immunology, rheumatology, dermatology, or a related therapeutic area
- Experience in Patient Support Programs is a strong asset
- Previous leadership, supervisory, mentoring, or field team support experience is preferred
- Experience supporting field-based teams, clinic engagement, patient education, injection training, or reimbursement-related patient support is an asset
- Strong understanding of PSP workflows, patient enrolment, clinic support, reimbursement coordination, adherence support, and case management activities
- Demonstrated ability to build and maintain relationships with health care providers, clinics, internal teams, and client stakeholders
- Strong communication, coaching, problem-solving, and conflict resolution skills
- Ability to manage escalations professionally and guide team members through complex patient or clinic situations
- Strong organizational skills with the ability to manage competing priorities and support a geographically dispersed team
- Ability to analyze field trends, identify barriers, and recommend practical solutions to enhance service delivery
- Highly collaborative with a professional, service-oriented approach
- Bilingualism in English and French is an asset
- Must provide proof of full COVID-19 vaccination prior to start date
Benefits
- Competitive salary
- 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
- Employee Development Program
- Industry-leading, in-house corporate training offered throughout the year
- Quarterly virtual social events
- Flexible working environment that promotes a healthy work-life balance
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