Nurse Patient Experience Navigator

1 month ago

Vancouver, British Columbia, Canada MCD McKesson Canada Corporation La Corporation McKesson Canada Full time
Job Summary

MCD McKesson Canada Corporation / La Corporation McKesson Canada is seeking a highly skilled Nurse Patient Experience Navigator to join our team. As a key member of our patient assistance program, you will play a vital role in supporting patients and healthcare providers in each geographical area.

Key Responsibilities
  • Manage all aspects of program support for assigned physicians or centers, ensuring patients have easy access to the support program and access to their drug therapy.
  • Work directly with the reimbursement specialist to secure funding and build relationships with clinics and physicians.
  • Provide medical support to patients and healthcare providers, including education on specific diseases and therapies, and disease management.
  • Prepare for and attend extensive training sessions for specific therapies provided by the pharmaceutical team.
  • Telephone support in a live inbound/outbound call center, including maintenance calls and adherence support.
  • Understand the patient's healthcare plan and provide opportunities for patients to access support beyond program medication.
  • Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting, and liaison with primary healthcare providers.
  • Work directly with the reimbursement specialist and physician to secure funding for patients' therapies, and assist with alternative funding searches when needed.
  • Attend patient meetings, conferences as needed to increase knowledge and better support and educate patients.
  • Identify and report adverse events to health Canada, Med Info, and enter source system and third-party systems.
Stakeholder Interactions
  • Liaise with physicians' offices, pharmacies, infusion services providers, and other parties to provide comprehensive and coordinated service to patients and physicians, and resolve issues as they arise.
  • Identify opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.
  • Build relationships with key customers within the area of responsibility to ensure specifications and business requirements/portfolio management are clearly established.
  • Operate as a liaison between vendors and manufacturer.
  • Provide professional internal/external presentations.
  • Develop customer management solutions in response to deficiencies in client service and/or operating processes.
  • Virtual calls/meetings and seminars when applicable.
  • Identify business development or expanded service opportunities within the existing client base, and work with the Business Development staff to develop proposals; participate in presentations, sales, and marketing efforts, trade shows, and other networking activities as required.
  • Research and advocate for appropriate public assistance resources for patients.
  • Ensure a high level of customer responsiveness with proactivity in addressing and solving issues.
  • Review data to identify trends and issues to account strategy.
  • Positive, 'can-do' attitude and customer-focused approach.
  • Develop customer management objectives and represent customer needs internally in collaboration with Operations, Management, and Manufacture.
  • Represent the voice of the customer to the senior management team on important/urgent issues.
  • Develop, maintain, and communicate a formal account strategy and portfolio of key growth opportunities.
  • Ability to adapt to changing workload.
Key Requirements
  • Effective interpersonal and leadership skills.
  • Ability to build and maintain professional, yet empathetic relationships.
  • Lead difficult conversations with key stakeholders and patients.
  • Excellent written and verbal communication skills, bilingualism is preferred.
  • Thrives in a team-oriented environment.
  • Excellent presentation skills, both face-to-face and virtual.
Technical & Business Understanding
  • Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings.
  • Experience in data management/reporting tools is an asset.
  • Strong business and financial acumen.
  • Maintains confidentiality of client and corporate information and discusses same only with appropriate personnel.
Traits
  • Efficient time management.
  • Strong analytical and mathematical skills.
  • Ability to motivate, influence, and coach colleagues.
  • Effective organizational skills; attention to detail.
Requirements
  • Motivated, personable, and agile personality with experience in stakeholder management and patient care.
  • RN/RPN/LPN required; Registration with Provincial College of Nurses. Must be a member in good standing of respective regulatory college.
  • 5-7 years of case/patient management experience.
  • Extensive knowledge of the MS therapeutic area preferred.
  • Flexibility to potentially travel across North America (approx. 30% travel depending on site assignment).
  • Ability to flex with working hours.

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