About the role

Patient Care Navigator coordinating enrollment, reimbursement, and therapy access for Canadian pharmaceutical patient support programs. Supporting patients, caregivers, physicians, and clinics through CRM-based service coordination.

Responsibilities

Manage initiation and timely enrollment of patients into the Patient Support Program
Respond efficiently and courteously to calls, emails, and voicemails
Navigate Canadian reimbursement processes to secure coverage for disease states, products, and testing
Build relationships with patients, caregivers, physicians, and healthcare teams
Process tasks and coordinate patient services to ensure timely access to therapy
Prioritize competing needs and follow tasks through to successful completion
Update the CRM electronically and provide proactive updates to patients and clinics
Complete deliverables collaboratively
Report Adverse Events and Severe Adverse Events according to SOP guidelines
Maintain service levels for clients, projects, and initiatives
Collaborate with internal business units and act as a liaison to the Manager
Provide feedback on service quality, training, and other important areas
Complete billing, timesheet, expense, mileage, and CRM reports within required timelines
Participate in relationship-building and special projects with potential organizational impact
Maintain professionalism and strict confidentiality
Perform additional duties as required by the Manager

Previous experience working within a Patient Support Program required
Bachelor’s degree in a related field or equivalent work experience
Previous specialty pharmacy experience considered a strong asset
Experience in Immunology, Dermatology, Hepatology, and/or Gastroenterology disease states
Experience working directly with Physicians and comprehensive understanding of patient flow
Proficiency in Microsoft Office Suite and phone systems
Experience working with databases, including ERP/CRM systems
Extensive computer and software skills
Strong organizational skills and ability to handle changing priorities independently
Accurate data entry into paper and electronic forms, with strong attention to detail
Ability to work independently with minimal supervision
Required knowledge of private and public reimbursement structures, systems, and navigation processes
Ability to work from home with a quiet, private home office space
Excellent verbal and written communication skills in English
Strong analytical skills, including interpretation of regulations and legislation
Required knowledge of the pharmaceutical distribution industry
Excellent interpersonal, customer service, problem-solving, and conflict-resolution skills
Adaptability during growth and organizational change
Proven ability to develop trust and influence at multiple levels
Effective communication style
Ability to build effective working relationships with colleagues, management, and stakeholders

Flexible working environment that promotes a healthy work-life balance
Employee Development Program
Industry-leading, in-house corporate training offered throughout the year
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
Equal opportunity commitment to diversity, inclusion, belonging, equity, and accessibility
Accommodations available upon request during the selection process