Reimbursement & Customer Experience Specialist

**ABOUT THIS ROLE**:
Our Reimbursement & Customer Experience Specialist within the Diabetes Express department will
support patients by providing an ultimate customer experience. This fast paced and rewarding role is
ideal for self-motivated individuals who want to expand their experience in the health care industry.
Our mission is to go above and beyond with each interaction with our customers.

**DAY IN THE LIFE**:

- Managing inbound and outbound communication from customers, program stakeholders and

peers in a professional and friendly telephone manner.- Accurately processing orders from customers, stakeholders via phone, online portals, and live

chat.- Managing requests for information and follow up on submissions pertaining to coverage

through private and provincial drug plans in a timely manner.- Gather all pertinent and appropriate information from the customers to complete the necessary

forms (private and/or provincial insurance) in a concise, organized, and professional manner.- Assists the pharmacist in acquiring all required information from the customer for prescriptions

to be adjudicated.- Keeping detailed notes in the patient’s profile.
- Proactively offer financial assistance for patients when available.
- Communicates with patients regarding their account status and resolving billing issues.
- Perform basic customer account maintenance activities.
- Communicating with other departments as needed
- Act as a resource for program stakeholders, which include physicians, customers, and vendor

partners.- Assist with data integrity and administrative duties as required.
- 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

departments Quality Management System- Participates 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.- Maintains confidentiality of client and corporate information and discusses same only with

appropriate Bayshore personnel.- Complete other tasks as requested

Job Qualification

**WHAT YOU BRING TO THE TEAM**:

- Excellent written and verbal communication skills in English
- Friendly and professional communication etiquette
- Minimum 2 years of Canadian public and private reimbursement navigation within a patient

program environment, ideally within the chronic diseases or similar experience- Understanding of provincial and private coverage criteria
- Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, VOIP telephony,

web portals, teleconferences and web-based meetings- Minimum of 35 WPM typing speed
- Ease with working independently, “playing detective,” making decisions using sound judgment,

and meeting deadlines.- Ease with working in a paperless environment.
- Be flexible to work between the hours of 8am - 8pm Monday to Friday (EST)
- Be available to work on Saturdays on a rotational basis
- Are reliable and must have outstanding attendance/punctuality
- Have excellent multi-tasking, organizational and time management skills, including attention to

detail and the ability to set priorities.- Can work independently and within a team setting with highly developed interpersonal skills.
- Enjoy and thrive on fast-paced environments.
- Can learn and adapt quickly to new processes and requests.
- Familiarity with PIPEDA and how it applies in a confidential patient environment.