Bilingual Patient Care Coordinator

3 weeks ago


Mississauga, Canada McKesson Remote Work Freelance Full time
Contract Duration: Until October 4th, 2024Working Hours: 10-6pm (EST) with weekly 11-7pm (EST)Responsibilities:
  • The Patient Care Coordinator will be responsible for the timely enrollment of the patient into the Patient Support Program
  • Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
  • Conduct information and conduct patient financial assessment eligibility based on program guidelines
  • Provide responses to general inquiry calls based on information provided as part of the program materials
  • Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
  • Proactively monitor the patient's file to ensure that reimbursement and financial assistance renewals are done in a timely manner
  • Process documents supporting the patient's care, including infusion reports, lab results, copays
  • Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements
  • Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
  • Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient
  • Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established as the Program level
  • Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing.
Minimum Requirements:
  • Typically requires 3+ years of related experience
Additional Skills:
  • Experience in the healthcare, pharmaceutical or insurance industry would be an asset
  • Strong customer service, communication, problem solving skills required
  • Comfortable working in a contact center environment
  • Proficient in Microsoft Office applications (Word/Excel)
  • Team Player
  • Post-secondary education or equivalent
  • Organized with a high attention to detail
  • Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday)
  • The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible
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Responsabilités:
  • Le spécialiste des services aux patients sera responsable de l’inscription en temps opportun du patient au programme de soutien aux patients
  • Assurer la liaison avec le patient, l’assureur et le médecin concernant la documentation requise pour une couverture de remboursement maximale, y compris l’exploration de tous les assureurs publics et privés et fournir les recours hiérarchiques de l’employeur au besoin
  • Recueillir de l’information et vérifier l’admissibilité du patient à l’aide d’une évaluation financière en fonction des directives du programme
  • Fournir des réponses aux demandes de renseignements généraux en fonction des renseignements fournis dans le cadre du matériel du programme
  • Coordination avec les pharmacies spécialisées et de détail pour s’assurer que le patient a accès au traitement requis
  • Surveiller proactivement le dossier du patient pour s’assurer que les renouvellements de remboursement et d’aide financière sont effectués en temps opportun
  • Documents de processus à l’appui des soins du patient, y compris les rapports de perfusion, les résultats de laboratoire et les quotes-parts
  • Recevoir, enregistrer et signaler les événements indésirables conformément aux exigences du fabricant de produits pharmaceutiques
  • Participer et assister aux activités d’amélioration continue du service lié aux processus, à la qualité, à la formation, etc.
  • Maintenir les niveaux de service dans la gestion des cas, y compris les taux de réponse par téléphone et le délai avant le premier contact avec le patient
  • Événements indésirables signalés dans les vingt-quatre heures suivant la réception et tout autre indicateur clé de performance établi comme niveau du programme
  • Effectuer la saisie de données, répondre aux appels entrants, passer des appels sortants, gérer les logiciels de courriel et de télécopie et exercer des fonctions administratives générales, y compris la télécopie et le classement
Exigences minimales:
  • Exige habituellement plus de trois ans d’expérience connexe
Autres compétences:
  • Avoir une expérience dans le secteur des soins de santé, des produits pharmaceutiques ou de l’assurance est un atout
  • Solides aptitudes pour le service à la clientèle, la communication et la résolution de problèmes
  • Aisance à travailler dans un environnement de centre de contact
  • Maîtrise des applications Microsoft Office (Word/Excel)
  • Esprit d’équipe
  • Études postsecondaires ou l’équivalent
  • Organisé, avec un grand souci du détail
  • Flexibilité dans la rotation du travail ou la variété des heures de travail (les heures d’ouverture sont de 8 h à 20 h du lundi au vendredi)
  • Le titulaire de ce poste fournira un soutien quotidien aux clients internes et/ou externes à l’extérieur du Québec et/ou des États-Unis. Par conséquent, il/elle doit maîtriser l’anglais parlé et écrit. Veuillez noter que le nombre de postes nécessitant des compétences en anglais a été limité dans la mesure du possible.


About McKesson:

Currently ranked 7th on the FORTUNE 500, we are a global leader in healthcare supply chain management solutions, retail pharmacy, healthcare technology, community oncology and specialty care. We partner with life sciences companies, manufacturers, providers, pharmacies, governments and other healthcare organizations to help provide the right medicines, medical products and healthcare services to the right patients at the right time, safely and cost-effectively. United by our ICARE shared principles, our employees work every day to innovate and deliver opportunities to improve patient care in every setting — one product, one partner, one patient at a time.



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