Reimbursement / Client Care Specialist

7 days ago

Toronto, Ontario, Canada Bayshore HealthCare Full time

Bayshore HealthCare is one of the country's leading providers of home and community health care services and is a Canadian owned company.

Bayshore HealthCare is proud to showcase its achievement as a Platinum member of Canada's Best Managed Companies Program every year since 2006.

In 2015, Bayshore achieved the designation for Best Practice Spotlight Organization from the Registered Nurses' Association of Ontario. Bayshore Healthcare is also Canada's Best Employers Forbes 2023 list. Bayshore Specialty Rx is a division of Bayshore HealthCare.

About the Role

Under the supervision of the Associate Program Manager, the Reimbursement/Client Care Specialist (CCS) will play an essential role in supporting patients living with a respiratory disease to improve both their health outcomes and quality of life.

CCS will provide drug coverage support to physicians and patients, follow up on submissions pertaining to obtaining coverage through private and provincial drug plans, ensure patients have access to their prescribed treatments in a timely manner, act as a resource to physicians who are prescribing this medication, and provide continuous support for patients for renewals, and coverage changes.


A Day in the Life

  • Gather all pertinent and appropriate information from the chart to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner
  • Liaise and advocate with insurance providers and provincial governments as necessary to determine coverage options
  • Keep detailed notes in the patient's electronic chart
  • Follow up/advocate until a decision is received to secure coverage for the patient
  • Complete and/or review Prior Authorization (PA) or Special Authorization (SA) forms prior to submission to insurers
  • Coordinate and gather the necessary information to ensure timely and accurate delivery of the specialty drug
  • Coordinate and schedule patients at appropriate injection location (home, clinic, etc.)
  • Act as a resource for program stakeholders, which include physicians, nurses, patients, clinics, and the client
  • Assist with data integrity/rounds as required
  • Communicate with patients regarding their thirdparty insurance provider, or public coverage provider, to resolved billing issues
  • Communicate with patients' thirdparty plans, or public coverage provider, to troubleshoot rejected claims
  • Assist the pharmacist in entering prescriptions into the prescription software (Kroll), and filling/billing such prescriptions
  • Participate in ongoing internal and/or external continuing education activities
  • Adhere to Bayshore Policies and Procedures
  • Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System
  • Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and thirdparty systems
  • Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns.
  • Maintain confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
  • Complete other tasks, as requested
Job Qualification

What You Bring to the Team

  • Minimum 2 years of Canadian public and private reimbursement navigation and advocacy experience, within a patient program environment, ideally with PA/SA drugs for chronic disease
  • Understanding of provincial and private coverage criteria
  • Familiarity with the Special Authorization process for both public and private insurance
  • Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, webbased meetings, Kroll and/or other pharmacyrelated software systems
  • Ease with working independently, "playing detective," making decisions using sound judgment, and meeting deadlines
  • Ease with working in a paperless environment
  • Excellent written and verbal communication skills in English
  • Familiarity with PIPEDA and how it applies in a confidential patient environment
"At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individuals purpose, potential and wellbeing."

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.

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