Bilingual Field Case Manager

We are looking for a highly skilled Field Case Manager (FCM) to join our team to support patients and treating healthcare professionals via our Patient Support Program (PSP). This is a unique and rewarding role will touch on multiple therapeutic areas and therefore, we are seeking individuals that are passionate about making a meaningful difference in patients’ lives. In this role, the individual is to act as a single point of contact for physicians, clinic nurses, and patients, this role includes customized administrative and clinical support for physicians, frequently within their offices, as the FCM takes full ownership of patient onboarding and supports the ongoing needs of patients and HCPs throughout the entire treatment journey. Some duties include but are not limited to patient education on disease-state and medication (including side effect management), injection training, adherence support and adverse event reporting.

The focus of this position is to ensure rapid access to medication through a truly exceptional experience for prescribers, clinic staff, and patients. This is a field-based position with travel required. Also, establishing and cultivating strong relationships with the healthcare provider community is a critical part of this role.

This is a truly a rare and exciting opportunity to be part of helping to build and shape a new Patient Support Program with lots of opportunity to learn and grow.

**Job Summary**:

- The Field Case Manager (FCM) will be the primary program contact for prescribers, often within their offices, to support patient enrolment into the program.
- The FCM is primarily accountable for building strong relationships with all key stakeholders (patients, HCPs, etc.).
- The FCM may be required to conduct in-office patient chart reviews to obtain data required for reimbursement navigation support.
- The FCM will gather all pertinent and appropriate information and complete necessary documents in a concise, organized and professional manner.
- A thorough understanding of pre-treatment work-up required prior to start of any biologic or specialty medication (e.g., TB testing, imaging, bloodwork).
- Depending on the product: Injection training may be required in home, virtually, in-clinic depending on patient preference.
- Ability to assess patient’s readiness to receive a biologic medication (e.g., health checklist, vital signs).
- Must be capable of effective communication strategies to deliver appropriate information about the disease state and the prescribed medication; assess knowledge levels to fill any gaps in the patient’s knowledge.
- The FCM will ensure that they are following patients on behalf of the physician offices to support adherence to treatment regimens.
- Ability to liaise and collaborate with internal partners beyond the program team, including pharmacy, manufacturer sales reps, medical colleagues, clinic teams, etc. to support all elements of the patient journey.
- FCM is responsible for escalation management in cases where assistance beyond program scope is required.
- Drive a high level of customer satisfaction and facilitate program activities by uncovering and addressing the unmet needs of patients and HCPs.
- As a central participant in the patients’ circle of care, the FCM has a role in providing pertinent and relevant updates to physicians and clinic staff.
- The FCM will participate in continuing medical education events that are relevant to their professional development.

**Education**:

- LPN,RN or RPN designation; registration with the appropriate provincial body preferred.

**Experience and Required Skills**:

- 3 or more years of related experience required.
- Experience in bio-pharmaceuticals, sales and/or and customer relationship building considered a strong asset.
- Experience in immunology, rheumatology, dermatology, and gastroenterology is an asset.
- Experience with biologic medications, including pre-work up requirements is an asset.
- Thorough knowledge of adult learning principles and training to support injection training, patient disease and medication education, and appropriate adherence support.
- Comprehensive knowledge of assigned product lines; training will be provided
- Substantial knowledge of personal computers and accepted business software (i.e. MS Office: Word, Excel).
- Possesses a high level of motivation to go above and beyond stated requirements to ensure an exceptional experience.
- Understands the importance of and demonstrates a commitment to personal and professional growth.
- Understands and applies techniques to manage and prioritize multiple priorities.
- Understanding of company's vision, organizational structure, culture, philosophy, operating principles, values & code of ethics; training will be provided.

**Physical Skills, Effort and Working Conditions**:

- Stress can be a factor of the position because of the variety of duties and prospects of peak periods in certain situations due to the