Sentrex Health Solutions

Bilingual

• Provide cross-coverage administrative support across the Patient Support Program
• Process safety data, fulfillments/reviews, communications, field staff support, reports, data cleanup, meetings, filing systems, and general administrative duties
• Enter and process program data accurately in database systems
• Manage inbound faxes and email communications
• Handle email, phone, fax, incoming mail, and outgoing mail
• Prepare and send program letters and materials
• Order office supplies and maintain inventory
• Report Adverse Events and Severe Adverse Events according to approved SOPs
• Complete timesheets, expenses, mileage, and CRM report validation within required timelines
• Review program documentation for completeness and consistency
• Perform additional administrative duties assigned by the manager
• Provide high-quality service to internal and external clients

Bilingual Intake Specialist

• Coordinate and deliver services related to Sentrex Health Solutions patient support programs
• Manage all aspects of program support and serve as a primary contact for assigned health care providers
• Ensure patients have access to support programs and prescribed drug therapy
• Interact with patients, insurance companies, pharmacies, physicians, and other health care professionals to obtain medication coverage
• Perform HCP and patient registration and enrollment activities
• Process pertinent data entry received during program service delivery
• Answer telephone and web-based inquiries about program services, disease states, and products
• Provide medical support, disease and therapy education, and disease management guidance
• Attend specialized training sessions for specific therapies
• Provide inbound and outbound telephone, maintenance, and adherence support
• Administer case-management protocols, including clinical monitoring, data collection, follow-up, compliance, therapy disruption/discontinuation monitoring, and adverse event reporting
• Work with reimbursement specialists and physicians to secure therapy funding and research alternative funding
• Attend patient meetings and conferences as needed
• Identify and report adverse events within required timelines
• Maintain confidentiality of patient, client, and corporate information
• Liaise with physicians’ offices, pharmacies, infusion/injection providers, and other parties to coordinate patient services and resolve issues
• Participate in continuing education activities
• Develop training materials and programs for new PSP team members
• Provide patient and HCP advocacy throughout the patient journey, including enrollment, coverage renewals, and reimbursement support
• Review, analyze, and validate patient information for accuracy and completeness
• Schedule appropriate next steps to ensure continuity of service delivery
• Follow up and advocate until coverage decisions are received
• Document adverse events according to pharmacovigilance requirements
• Adhere to Sentrex policies and procedures
• Perform additional duties as determined by the manager

Bilingual Nurse Case Manager

Manager

• Coordinate and deliver services for Sentrex Health Solutions patient support programs
• Manage all aspects of program support and act as the primary contact for assigned healthcare providers
• Ensure patients have access to support programs and prescribed drug therapy
• Interact with patients, insurance companies, pharmacies, physicians, and healthcare professionals to obtain medication coverage and manage patient cases
• Perform healthcare provider and patient registration activities
• Process pertinent data-entry activities
• Answer telephone and web-based inquiries about program services, disease states, and products
• Provide medical support and education regarding diseases, therapies, and disease management
• Attend specialized training sessions for specific therapies
• Provide inbound and outbound telephone support, maintenance calls, and adherence support
• Administer case-management protocols, including clinical monitoring, data collection, follow-up, compliance, therapy disruption/discontinuation monitoring, and adverse-event reporting
• Work with reimbursement specialists and physicians to secure therapy funding and search for alternative funding
• Attend patient meetings and conferences as needed
• Identify and report adverse events to the Manufacturer and Med Info and enter them into source and third-party systems within required timelines
• Liaise with physicians’ offices, pharmacies, infusion/injection service providers, and other parties to coordinate patient services and resolve issues
• Participate in continuing education activities
• Develop training materials and programs for new patient support program team members
• Enroll patients and complete required follow-ups
• Advocate for patients and healthcare providers through enrollment, coverage renewals, patient-journey changes, and reimbursement support
• Review, analyze, and validate patient information for accuracy and completeness
• Schedule appropriate next steps to ensure continuity of service delivery
• Follow up and advocate until coverage decisions are received
• Document adverse events according to pharmacovigilance requirements
• Perform additional duties as determined by the manager

Nurse Case Manager

• Act as the primary point of contact for patient-related elements of the Patient Support Program
• Enroll patients into the Patient Support Program in a timely manner
• Provide inbound and outbound telephone support, including maintenance and adherence calls
• Collaborate with patients, insurers, and physicians regarding documentation for maximum reimbursement coverage
• Investigate public and private insurers and support employer escalations
• Review patient charts, previous therapies, and tests to assist physicians with coverage documentation
• Provide therapy guidelines and program education to patients and physicians
• Collect information and conduct patient financial eligibility assessments
• Liaise with physicians' offices, pharmacies, infusion/injection service providers, and other parties to coordinate services
• Track patient services to support quick and continued therapy access
• Review, analyze, and validate patient information for accuracy and completeness
• Maintain case-management service levels and program KPIs
• Maintain accurate patient and clinic information in the CRM system
• Foster teamwork with internal patient support teams
• Identify coverage obstacles and escalate information to the PSP Supervisor
• Follow up and advocate until coverage decisions are received
• Maintain confidentiality of patient, client, and corporate information
• Perform additional duties as requested by the Manager

Bilingual Patient Care Navigator – Fixed-Term

• Manage all aspects of patient enrollment, reimbursement processes, and service coordination for patients in the Patient Support Program
• Act as the primary point of contact for patient-related elements of the program
• Enroll patients into the Patient Support Program in a timely manner
• Provide inbound and outbound telephone support, including maintenance and adherence calls
• Collaborate with patients, insurers, and physicians regarding documentation for maximum reimbursement coverage
• Investigate public and private insurers and support employer escalations
• Review patient charts, previous therapies, and tests to assist physicians with public or private coverage documentation
• Provide therapy guidelines and program education to patients and physicians
• Collect information and conduct patient financial eligibility assessments
• Liaise with physicians' offices, pharmacies, infusion/injection service providers, and other parties to coordinate patient services and resolve issues
• Coordinate and track patient services to ensure quick and continued access to therapy
• Review, analyze, and validate patient information for accuracy and completeness
• Maintain case-management service levels, including telephone answer rates, contact initiation times, adverse-event reporting, and program KPIs
• Maintain accurate patient and clinic information in the CRM system
• Collaborate with internal patient support teams
• Identify coverage obstacles and escalate information to the PSP Supervisor
• Follow up and advocate until coverage decisions are received
• Maintain confidentiality of patient, client, and corporate information
• Perform additional duties as requested by the Manager

Account Manager

• Provide overall creative project support to the Client Solutions department
• Ensure smooth daily operations and client satisfaction for assigned projects
• Maintain up-to-the-minute awareness of assigned projects and execute them according to Sentrex processes
• Respond rapidly to messages on Microsoft Teams and Outlook
• Provide internal status updates, attend meetings, update project status reports daily, and communicate relevant information
• Take and circulate meeting notes
• Update project copy documents and maintain version control
• Format Excel, Word, and PowerPoint documents
• Organize project folders according to department SOPs
• Create surveys in SurveyMonkey and organize collected responses
• Assist with Mailchimp campaigns and LinkedIn content, posts, and analytics
• Update PowerPoint slide presentations and prepare for client meetings
• Liaise with translation, client administration, printers, and other cross-functional support
• Coordinate PAAB/ASC submissions and maintain relevant documentation
• Coordinate submission of project copy documents and layouts through the client's medical, legal, and regulatory system
• Triage the Client Solutions inbox and maintain the department calendar
• Create and update project cards in Trello
• File invoices in appropriate folders
• Perform requested data entry, including logging freelancer hours into project cards
• Execute other assigned administrative duties

Creative Account Coordinator

Nurse

• 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

Field Nurse Care Navigator, Supervisor

• Provide leadership, coaching, and operational oversight to Patient Support Program services
• Perform day-to-day leadership, coaching, and performance support for Program Coordinators and Care Navigators
• Monitor individual and team performance metrics, SOP adherence, quality standards, and KPIs
• Support recruitment, onboarding, and ongoing training
• Provide constructive feedback and recommend corrective actions
• Foster a collaborative, patient-centered team culture
• Oversee enrollment coordination, welcome calls, reimbursement navigation, case documentation, and adherence outreach
• Monitor caseload volume and provide input on resource allocation
• Troubleshoot and resolve escalated issues
• Collaborate with internal teams and partners on operational challenges and continuous improvement
• Support scheduling, workflow, and process enhancements
• Review performance metrics and case activity reports to identify trends and improvement opportunities
• Assist with special projects, system enhancements, and new service offerings
• Participate in training initiatives, professional development, and program updates
• Assist with technical setup involving telephony systems, data collection tools, and reporting requirements
• Implement contact center strategies to support case managers and enhance performance
• Monitor call quality and provide feedback on soft skills and technical content
• Track monthly results against goals and take corrective action to meet business objectives

Bilingual Intake Specialist

Bilingual Nurse Case Manager

Nurse Case Manager

Bilingual Patient Care Navigator – Fixed-Term

Bilingual Patient Care Navigator – Fixed-Term

Creative Account Coordinator

Field Nurse Care Navigator, Supervisor

Bilingual Supervisor, Patient Support Programs