Client Care Specialist

2 weeks ago

Ontario, Canada Bayshore HealthCare Full time

**About the Role**
***
Under the supervision of the Associate Program Manager, the Client Care Specialist (CCS) will play an essential role in supporting patients living with a respiratory disease to improve both their health outcomes and quality of life. CCS will provide drug coverage support to physicians and patients, follow up on submissions pertaining to obtaining coverage through private and provincial drug plans, ensure patients have access to their prescribed treatments in a timely manner, act as a resource to physicians who are prescribing this medication, and provide continuous support for patients for renewals, and coverage changes.

**A Day in the Life**
- Gather all pertinent and appropriate information from the chart to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner
- Liaise and advocate with insurance providers and provincial governments as necessary to determine coverage options
- Keep detailed notes in the patient’s electronic chart
- Follow up/advocate until a decision is received to secure coverage for the patient
- Complete and/or review Prior Authorization (PA) or Special Authorization (SA) forms prior to submission to insurers
- Coordinate and gather the necessary information to ensure timely and accurate delivery of the specialty drug
- Coordinate and schedule patients at appropriate injection location (home, clinic, etc.)
- Act as a resource for program stakeholders, which include physicians, nurses, patients, clinics, and the client
- Assist with data integrity/rounds as required
- Communicate with patients regarding their third-party insurance provider, or public coverage provider, to resolved billing issues
- Communicate with patients’ third-party plans, or public coverage provider, to troubleshoot rejected claims
- Assist the pharmacist in entering prescriptions into the prescription software (Kroll), and filling/billing such prescriptions
- Participate in ongoing internal and/or external continuing education activities
- Adhere to Bayshore Policies and Procedures
- Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System
- Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems
- Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident.
- Maintain confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel
- Complete other tasks, as requested
- Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single
- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis. Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Code.Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. At Bayshore all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two dose vaccine series or one dose of a single
- dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the official start date of hire. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis. Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and applicable Provincial Human Rights Code._

Job Qualification

**What You Bring to the Team**
- Minimum 2 years of Canadian public and private reimbursement navigation and advocacy experience, within a patient program environment, ideally with PA/SA drugs for chronic diseases
- Understanding of provincial and private coverage criteria
- Familiarity with the Special Authorization process for both public and private insurance
- Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings, Kroll and/or other pharmacy-related software systems
- Ease with working independently, “playing detective,” making decisions using sound judgment,

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