Lead Patient Support Specialist

4 weeks ago

Toronto, Ontario, Canada CB Canada Full time

Are you passionate about enhancing the lives of patients? At CB Canada, we foster a collaborative and innovative environment that prioritizes patient care and is committed to making a significant impact. Our organization is dedicated to shaping healthier futures.



Key Responsibilities:

PRIMARY DUTIES:

  • Collaborate closely with assigned patients to explore various reimbursement options and assess financial solutions for those lacking insurance coverage.
  • Mentor and coach fellow team members to enhance their skills and performance.
  • Manage a patient caseload that exceeds that of standard caseworkers.
  • Serve as a reimbursement authority within your designated territory.
  • Provide assistance to other caseworkers with intricate reimbursement, insurance inquiries, benefit assessments, special authorizations, and appeals.
  • Engage in special projects as directed by the Program Manager.
  • Offer daily support to Associate Program Managers.
  • Aid management in generating reports and handling program-related tasks.
  • Collaborate with management to establish program protocols and standard operating procedures for the Caseworker role.
  • Lead the training of new caseworkers in partnership with management, including shadowing and call monitoring.
  • Regularly communicate with insurance providers, medical offices, and healthcare professionals to deliver optimal reimbursement assistance.
  • Guide patients in selecting clinics and pharmacies, and coordinate patient appointments.
  • Process medication orders, ensuring all necessary information is transmitted to pharmacies and relevant parties.
  • Adhere to company-wide processes and protocols.
  • Provide telephone support through call-center initiatives, assisting patients, healthcare professionals, and funding bodies.
  • Address funding and access challenges, including private, public, and special access programs.
  • Implement case management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption monitoring, adverse event reporting, and liaising with primary healthcare providers.
  • Conduct pharmaceutical and biotechnology market research initiatives involving physicians, patients, pharmacists, or other healthcare professionals.
  • Document all activities in the program-specific database.
  • Participate in ongoing training and specialized courses for specific products or programs as deemed necessary by management.
  • Ensure clear communication with management and colleagues regarding case management during planned absences.
  • Report all adverse events to the appropriate units or departments.
  • The Senior Caseworker may also undertake additional responsibilities as required.


Qualifications:

EXPERIENCE AND EDUCATIONAL BACKGROUND:

  • A minimum of two (2) years of experience in customer service; experience in the medical, pharmaceutical, or insurance sectors is advantageous.
  • Bilingual proficiency in French and English is a plus.
  • Highly organized with a keen attention to detail.
  • Strong skills in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
  • Flexibility to work various shifts (operating hours are 8 am - 8 pm).
  • Ability to apply critical thinking to solve problems effectively.
  • At least 2 years of experience in a patient support program.
  • Experience in a call center environment is beneficial.
  • Excellent communication and interpersonal skills, both written and verbal, including effective phone etiquette for diverse audiences.
  • Proven ability to manage time, prioritize tasks, and multitask to meet competing deadlines.
  • Minimum university degree in a related field or equivalent experience.

MINIMUM SKILLS, KNOWLEDGE, AND ABILITY REQUIREMENTS:

  • Demonstrates a strong work ethic, reliability, and initiative to acquire new skills.
  • Advanced understanding of the pharmaceutical distribution industry.
  • Familiarity with automated warehouse operating systems.
  • Strong business and financial acumen.
  • Proficient analytical and mathematical skills.
  • Ability to thrive in a fast-paced environment and consistently meet deadlines.
  • Effective oral and written communication skills; fully bilingual.
  • Strong interpersonal and leadership abilities.
  • Excellent organizational skills with meticulous attention to detail.
  • Outstanding problem-solving capabilities; adept at resolving issues efficiently.
  • Proficient in Microsoft Word, Excel, PowerPoint, and other Office programs.
  • Exceptional leadership and training skills.
  • In-depth knowledge of patient support programs.
  • Responsible, dependable, and punctual.
  • Strong problem-solving skills with experience in managing complex issues.
  • Excellent interpersonal skills, teamwork, empathy, adaptability, and the ability to influence others.
  • Strong technical skills and a quick learner of new software/databases.


What CB Canada Offers:

We provide a competitive total rewards compensation package. Our commitment to our associates includes comprehensive and diverse benefit programs designed to meet the various needs of our workforce.



Schedule:

Full-time position.

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