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Bilingual Patient Care Navigator – Fixed-Term
Sentrex Health Solutions. Manage all aspects of patient enrollment, reimbursement processes, and service coordination for patients in the Patient Support Program .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Post-secondary education with experience in healthcare is an asset
- Bilingualism (English and French) is a requirement
- Experience with reimbursement billing, special access, the appeals process, and providing support and consultation is an asset
- Knowledge of private and public reimbursement structures, systems, and processes is an asset
- 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
- Highly adaptable with a track record of success during times of growth and organizational change
- Proven track record of developing trust and influence at multiple levels
- Impactful and candid communication style
- Exceptional organizational skills and ability to build effective working relationships with colleagues, management, and stakeholders
- Must work standard office hours, Monday to Friday, 8:00 am–4:00 pm or 9:00 am–5:00 pm EST
Benefits
Comp & perks- State-of-the-art facilities to provide high-quality products and services
- 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 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
- Employee & Family Assistance Program
- RRSP Matching Program
- Remote work arrangement
- Accommodations available upon request during the selection process