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Lead Patient Support Specialist
3 months ago
Are you passionate about improving patient outcomes? At CB Canada, we foster a collaborative and innovative environment focused on patient care and well-being. Our mission is to enhance the quality of life for patients by providing exceptional support and resources.
Key Responsibilities:
PRIMARY DUTIES:
- Collaborate with assigned patients to explore various reimbursement options and assess financial solutions for those lacking insurance coverage.
- Mentor and guide fellow team members to enhance their skills and knowledge.
- Oversee a larger patient caseload compared to other caseworkers.
- Serve as a reimbursement authority within your designated territory.
- Assist colleagues with intricate reimbursement, insurance inquiries, special authorizations, and appeals.
- Engage in special projects as directed by the Program Manager.
- Provide ongoing support to Associate Program Managers.
- Collaborate with management on various reports and program-related tasks.
- Work with leadership to establish program protocols and standard operating procedures for the Caseworker role.
- Facilitate training for new caseworkers, including shadowing and call monitoring.
- Regularly communicate with insurance providers, healthcare professionals, and physician offices to ensure optimal reimbursement support.
- Guide patients in selecting clinics and pharmacies, and assist in scheduling appointments.
- Generate medication orders, ensuring all necessary information is communicated to pharmacies and relevant parties.
- Adhere to company processes and protocols.
- Provide telephone support through call-center programs, addressing patient and healthcare professional inquiries.
- Manage funding and access issues, including private and public programs.
- Administer case-management protocols, including clinical monitoring, data collection, and ongoing patient follow-up.
- Implement market research initiatives related to pharmaceuticals and biotechnology with healthcare professionals.
- Document all activities in the program-specific database.
- Participate in ongoing training and specialized courses as required.
- Maintain clear communication with management and colleagues regarding case management during absences.
- Report all adverse events to the appropriate departments.
- The Senior Caseworker may also undertake additional responsibilities as needed.
Qualifications:
EXPERIENCE AND EDUCATIONAL REQUIREMENTS:
- At least 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.
- Proficient in Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
- Flexibility to work various shifts (operating hours are 8 am - 8 pm).
- Ability to apply critical thinking to resolve issues effectively.
- Minimum of 2 years of experience in a patient support program.
- Experience in a call center environment is beneficial.
- Strong written and verbal communication skills, including effective phone etiquette with diverse audiences.
- Proven ability to manage time, prioritize tasks, and multitask to meet deadlines.
- Minimum University Degree in a relevant 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.
- Excellent 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.
- Exceptional organizational skills and attention to detail.
- Proven problem-solving capabilities; adept at resolving complex issues.
- Proficient in Microsoft Word, Excel, PowerPoint, and other Office applications.
- Excellent leadership and training skills.
- In-depth knowledge of patient support programs.
- Dependable and punctual.
- Strong problem-solving skills with experience in handling complex challenges.
- Excellent interpersonal skills, teamwork, empathy, and adaptability.
- Strong technical skills with the ability to quickly learn new software and 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 varied needs of our workforce.
Schedule:
Full-time position.
Equal Employment Opportunity:
CB Canada is dedicated to providing equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other class protected by law.
COVID-19 Vaccine Policy:
CB Canada requires all team members to be fully vaccinated and provide proof of vaccination status at the time of hire, unless exempt due to a qualifying medical condition or sincerely held religious belief.
