Spécialiste principal(e) bilingue, services patients

Résumé du poste / Job SummaryThe Bilingual Senior Patient Services Specialist (12-month contract) is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to introduce certain therapies in adults and explore and obtain coverage for the prescribed medication. The role involves understanding and adherence to corporate, divisional, departmental and program specific standard operating procedures.Résumé du posteLe/la spécialiste principal(e) bilingue des services aux patients (contrat de 12 mois) joue un rôle essentiel au sein de l’équipe des services aux patients. Il est responsable de la coordination et de la prestation des services liés aux programmes de soutien aux patients offerts par McKesson Specialty. Ce poste implique des interactions avec les patients, les compagnies d’assurance, les pharmacies, les médecins et autres professionnels de la santé afin d’introduire certaines thérapies chez les adultes et d’explorer et obtenir la couverture pour les médicaments prescrits. Le rôle exige une compréhension et un respect des procédures opérationnelles normalisées à l’échelle de l’entreprise, de la division, du département et du programme.Specific Responsibilities / Responsabilités spécifiquesBe the subject matter expert for the prescribed medication and introduce this therapy to other clinicsEffectuer les activités d’inscription des professionnels de la santé et des patients, selon les protocoles du programme et les procédures départementales applicablesReview, analyze and validate information provided by patients and health care professionals for accuracy and completeness to ensure initiation of servicesFollow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to HCPs and patientsProcess data entry activities of pertinent information received at different points of contact during the delivery of program servicesProvide answers to general inquiry calls submitted via telephone, web-based platforms or in person, on program services, disease state or product related questions, based on information provided as part of the program materialsPerform surveys on patients and other program users, based on documentation provided and perform data entry activities on information receivedLiaise with physicians’ offices, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physiciansReceive, record and report Adverse Events, as per program working instructionsPerform Pharmacovigilance surveillance activitiesCoordinate program activities and interdisciplinary interactions and work directly with clinics to provide support and ongoing collaboration for delivery of program servicesHave expertise in one or more job functions within Patient Services group, mentoring, training and monitoring that area of responsibilityParticipate in quality monitoring of services delivered, as assigned by departmental ManagerOther duties as assigned.General Responsibilities / Responsabilités généralesAdhere to professional standards as prescribed by the professional associations and McKesson as applicableParticipate and assist in departmental continuous improvement activities related to process, quality, trainingParticipate in the development of reports and tools for identifying signals that will flag misunderstanding, misconduct, fraud or other out of protocol program participant related incidentsAssist with reviews of aggregate data to identify program trends and communicate these trends appropriatelyMaintain program data accuracy through review of program documentation for completeness and consistency.Job Requirements / Exigences du posteKnowledge of medical terminology, health care environment, reimbursement landscape, therapeutic and product related knowledgeUnderstanding and compliance with corporate, divisional, departmental and program specific standard operating proceduresExperience / ExpérienceMore than one year and up to three years in a previous job or jobsDemonstrated ability to communicate efficiently and in an empathetic manner over the phone and in personExperience in the healthcare industry including, but not limited to medical claims, insurance verification, pharmacy and/or pharmaceutical manufacturers is preferable.Key Competencies / Compétences clésComputer/Application Skills: Required to use menu-driven retrieval and search functions on Windows based applications, web-based applications and proprietary information technology systems; ability to use a switch-based telephony softwareProblem Solving: Navigates quickly and effectively to resolve problems and obstacles, even when complex and unique circumstances occur; responds to recurring problems by investigating the underlying causes and taking steps to eliminate themExternal Customer Service: Excellent customer service skills in dealing with patients, physicians, and other clients; resolution of customer complaintsPlanning/Coordinating Work: Initiate planning and coordination of activities with other team members; adjust own work plans as neededInnovation: Propose innovations to the supervisor, try different approaches when initial efforts fail, anticipate possible problems and develop alternativesWorking Conditions: Able to work independently and make appropriate decisions; may require shift rotationLanguage Skills: Ability to communicate written and verbally in both English and French is desired and, in some cases, mandatoryWe are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.Notre échelle salariale de base pour ce poste / Our Base Pay Range for this positionMcKesson is an Equal Opportunity Employer. McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s Equal Employment Opportunity policies, visit our Equal Employment Opportunity page. #J-18808-Ljbffr