Patient Support Specialist

1 week ago

Manitoba, Canada Innomar Strategies Full time
About the Role

We are seeking a highly skilled and experienced Clinical Case Manager to join our team at Innomar Strategies. As a Clinical Case Manager, you will play a critical role in supporting patients and healthcare providers in navigating the complexities of healthcare.

Key Responsibilities
  • Practice Management
    • Customize program elements to meet the needs of assigned prescribing physicians;
    • Adhere to College of Nurses standards of nursing practices;
    • Review patient status and assist the prescribing physician to complete patient enrollment, prepare Special Authorization (SA) petitions for public or private coverage by auditing patient charts, assessing previous therapies and tests in order to complete the SA;
    • Proactively assess programs and make suggestions to enhance outcomes and quality of service;
    • Complete all relevant reports (program-specific reports, expenses, etc.) as per specified timelines and as per required standards.
  • Patient Support
    • Welcome each patient to the program and capture required patient information;
    • Provide therapy guidelines to patients and physicians;
    • Ensure patient services are coordinated and tracked, according to KPIs, resulting in expedited access to therapy;
    • Coordinate private and public coverage activity directly with insurers following program Standard Operating Procedures;
    • Follow up with patients on the outcome of reimbursement navigation;
    • Provide information and navigate patients through financial assistance;
    • Assist patients with pharmacy selection and coordinate drug delivery;
    • Assist patients with coordination of therapy and ongoing patient monitoring;
    • Report Adverse Events / Severe Adverse Events following program Standard Operating Procedures.
    • Identify obstacles to obtaining coverage and channel this information to the Program Manager and/or Associate Program Manager.
  • Mentorship/Peer Support
    • Assist in training and development of new FCMs as needed;
    • Support and assist peers through regular and ongoing communication;
    • Develop and maintain a positive relationship with the Program Patient Support team;
    • Provide timely patient and clinic information as needed, through specific means used by the program.
  • Client Interface
    • Participate in scheduled KOL physician meetings with Sales Representatives;
    • Develop strong working relationships with physicians and physician office staff, providing additional office support to ensure smooth maintenance of patients enrolled in the program as needed;
    • Proactively provide assistance to resolve client issues with regards to assigned physicians;
    • Attend scheduled Continuous Medical Education events and report new activities;
    • Provide in-service presentation to KOL physicians in collaboration with the Sales Representatives on new program initiatives.
    • Provide training to physicians and clinics on program and new initiatives approved by the client.
    • Act as a liaison and provide ongoing feedback to the Patient Assistance Program based on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance.
    • Ongoing maintenance of communication with Program Manager, physicians, physician office staff, client representatives, patients, and nursing team as required;
  • Other
    • Complete all relevant reports (time sheets, expenses, mileage, reports, etc.) as per specified timelines and as per required standards.
    • The Field Case Manager will also be assigned other duties and tasks as required from time to time.
    • May be required to be on standby/on call as part of this role.
    Requirements
    • RN or RPN registration with the College of Nurses in the province of employment is required;
    • Case management experience preferred;
    • Minimum three (3) years nursing experience in a clinical setting an asset;
    • Available to travel within an assigned territory, some overnight travel may be required;
    • BCLS may be required depending on therapeutic area of program;
    • Valid Driver's License, current auto insurance policy, and access to reliable transportation, for regional travel;
    • Experience and background in various therapeutic areas is an asset;
    • Normally requires a minimum of five (5) years in public or private third-party reimbursement arena or pharmaceutical industry in sales, managed care, or clinical support;
    • Background in business administration (pharmaceutical) sales and marketing an asset;
    • Knowledge of private and public reimbursement structure, systems, and process;
    • Experience with reimbursement navigation, special authorization, appeals process, and conducting field-based reimbursement support and consultation;
    • Strong analytical skills, including interpretation of regulation and legislation;
    • Fluency in French and/or English may be required depending on program and geographic location.
    Minimum Skills, Knowledge, and Ability Requirements
    • Knowledge of pharmaceutical distribution industry;
    • Strong customer service skills;
    • Strong business acumen;
    • Strong analytical and mathematical skills;
    • Strong critical thinking skills;
    • Ability to communicate effectively both orally and in writing;
    • Effective interpersonal and leadership skills;
    • Effective organizational skills; attention to detail;
    • Ability to consistently meet deadlines;
    • Excellent problem-solving skills; ability to resolve issues effectively and efficiently;
    • Excellent presentation skills;
    • Intermediate knowledge of Microsoft Word, Excel, PowerPoint, and other Office Programs;
    • Hold and maintain a valid, non-expired, unrestricted driver's license.

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