Senior Case Manager

Join to apply for the Senior Case Manager (Remote) role at Sentrex Health Solutions. Position Type: Full Time Department: Strike (Float Team), Patient Programs Work Location: Canada Work Arrangement: Remote Work Hours: Monday to Friday, 9am – 5pm EST Travel Required: No A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross‑functional teams. Why join us? We are 100% Canadian with locations across the country State‑of‑the‑art facilities to provide high‑quality products and services Opportunity to be part of a winning, high‑performing team Collaborative, engaging workplace culture – we are passionate about our people Flexible working environment that promotes a healthy work‑life balance Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued High‑growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry‑leading, in‑house corporate training offered throughout the year The Opportunity Reporting to the Associate Program Manager, the Senior Case Manager is responsible for delivering high‑level case management, training, and support services to a variety of programs and departments at Sentrex Health Solutions. They manage all aspects of the enrollment, reimbursement process, and service coordination for patients prescribed the drug by health‑care practitioners. The role involves providing drug coverage support to physicians and patients, following up on submissions for private and provincial drug plans, ensuring patients have timely access to their prescribed treatments, and providing continual support through excellent communication skills. A Day in the Life (What you will do here) Responsible for the timely enrollment of the patient into the Patient Support Program. Collaborate with the patient, insurer and physician regarding documentation necessary for maximal reimbursement coverage, including investigating all public and private insurers and supporting employer escalations as required. Review patient status and assist the prescribing physician in preparing documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests. Provide therapy guidelines/education on the program to manage patient and physician expectations. Collect information and conduct patient financial assessment eligibility based on program guidelines. Ensure patient services are coordinated and tracked in a timely manner to maintain access to therapy. Report Adverse Events / Severe Adverse Events (AE/SAEs) following approved SOPs. Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient, adverse events reported within twenty‑four hours, and other KPIs established as the program level. Electronically update the Customer Relationship Management (CRM) tool by providing timely patient and clinic information. Foster and promote a spirit of teamwork while working with internal patient support teams. Act as a liaison and provide ongoing feedback to the Associate Program Manager based on observations in the field and customer feedback regarding quality of services, training, and other areas of importance. Provide back‑up assistance to PSP Supervisors, Associate Program Managers and Programs Managers when required. Identify obstacles to obtaining coverage and channel this information to the Program Manager and/or Associate Program Manager. Recommend corrective actions to ensure deliverables are met. Collaborate and participate in PSP team and client meetings as necessary. Ensure access to therapy has been expedited and is effective according to Program KPIs. Complete all relevant reports (timesheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and required standards. Responsible for the creation of work‑instructions and training documents as required by the program. Aid with program pre‑ and post‑launch activities. Update and revise training content based on ongoing business needs. Deliver training content and facilitate learning sessions in person and virtually using a variety of methods. Manage multiple projects with tight deadlines while enhancing and customizing processes that exceed operational needs. Serve as a subject matter expert for CRM and Case Management for Patient Programs at Sentrex Health Solutions. Shadow case managers to provide training and support as needed. Provide ad‑hoc support to multiple programs, teams, and departments. Assist with data clean‑up as required. Provide additional support with other duties or projects as requested by PSP Management. What you need to ensure you are set up for success A Bachelor’s Degree or College Diploma in a relevant field of study. 2–5 years of experience in Patient Support Programs with advanced knowledge of Case Management and the pharmaceutical distribution industry. Demonstrated aptitude for continuous learning. Advanced knowledge of reimbursement billing, special access, the appeals process, and conducting field‑based reimbursement support and consultation. Must be able to work from home and have a quiet, private home office space. Excellent verbal and written communication skills in English. Knowledge of private and public reimbursement structure, systems, and the process is required. Strong analytical skills, including interpretation of regulation and legislation. Excellent customer service, problem‑solving, and conflict resolution skills. Strong interpersonal skills. Strong functional user of various computer‑based programs. Bilingualism (English and French) is an asset. Proficiency in Adobe Acrobat, SharePoint, and Microsoft Office applications is required. Strong ability to consistently meet deadlines and prioritize projects. Exceptional organizational skills and ability to manage activities both for self and others effectively. Ability to establish and build healthy working relationships and partnerships with peers. Ability to work independently, make decisions, multitask, and solve problems under a high degree of pressure. Flexible, resourceful, creative, and proactive work style with an enthusiastic attitude. Results‑oriented with an ability to handle multiple tasks and maintain a high level of performance. Advanced ability to learn and understand new systems and software quickly. Excellent problem‑solving skills: ability to resolve issues effectively and efficiently. What makes you a great fit for this team Your commitment to providing a high level of service to your internal and external clients. You are highly adaptable with a track record of success during times of growth and organizational change. You have a proven track record of developing trust and influence at multiple levels. You demonstrate an impactful and candid communication style. You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders. Benefits Competitive Salary and generous vacation entitlement. Wellness Program (5 paid days off for your 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. Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture. We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you Accommodations can be made available upon request for those candidates taking part in the selection process. Seniority Level: Mid‑Senior. Employment Type: Full‑time. Job Function: Other. Industry: Hospitals and Health Care. #J-18808-Ljbffr