Bilingual Care Coordinator

Position Type: Full Time

Department: Patient Programs

Work Location: Canada

Work Arrangement:      Remote

Work Hours: Monday to Friday - Standard Office Hours, Flexibility between between 9 am to 7 pm 

Travel Required: No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country
• State-of-the-art facilities to provide high-quality products and services
• The opportunity to be a part of a winning, high-performing team
• Collaborative, engaging workplace culture – we are passionate about our people
• Flexible working environment that promotes a healthy work-life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

Reporting to the Program Manager, the Care Coordinator, is responsible for undertaking the management of specific projects or cases assigned to them with regards to case management and reimbursement, within the Specialty Services department. The Care Coordinator, is responsible for overall management of their patient cases. 

A Day in the Life (What you will do here):

• Oversee the timely enrollment of patients into the Patient Support Program and acquire in-depth knowledge of public/private and federal funding mechanism.
• Collaborate with patients, insurers, Nurse Navigators, and physicians to ensure the necessary documentation is provided for optimal reimbursement coverage, including investigating both public and private insurers and assisting with employer escalations when needed.
• Coordinate cases with insurance companies, physicians' offices and healthcare professionals in order to maximize reimbursement solutions.
• Coordinate and manage all aspects required in order to obtain prescription drug coverage for patients.
• Implement Financial Means Test as required to maximize patient's prescription drug coverage.
• Coordinate pharmacy processes required once funding has been obtained.
• Provide therapy guidelines and educational support to manage both patient and physician expectations based on the approved product monograph.
• Coordinate and track patient services to ensure timely access to therapy and continued support.
• Report Adverse Events and Severe Adverse Events (AE/SAEs) accordingly.
• Maintain case management service levels, including telephone response rates, and other established key performance indicators (KPIs).
• Regularly update the Customer Relationship Management (CRM) tool with accurate patient data and relevant entries.
• Foster a spirit of teamwork by collaborating effectively with internal teams.
• Act as a liaison, providing valuable feedback to the Program Manager regarding service quality, training, and other areas of importance.
• Identify and report obstacles to obtaining coverage, ensuring this information is communicated back to the Program.
• Adhere to company policies and procedures.
• Foster teamwork within internal support teams.
• Perform additional duties as assigned by the Manager.

What you need to ensure you are set up for success:

• Post-secondary education or equivalent in related discipline
• Bilingual in English and French is required
• Minimum 2 years' experience in customer service, in an office setting
• Experience in the healthcare, pharmaceutical or insurance industry is an asset
• Strong customer service orientation and focus
• Highly organized with attention to detail and critical thinking skills
• Strong business acumen and professional phone etiquette
• Capable of handling sensitive issues with discretion
• Must be able to work from home and have a quiet, private home office space 
• Passionate about patient advocacy
• Adaptable and able to efficiently manage multiple tasks
• Excellent problem-solving abilities with a focus on resolving issues quickly and effectively
• Exceptional verbal and written communication skills
• Consistently meets deadlines and holds oneself accountable for results
• Comfortable working with various technologies, including CRM systems and smartphones
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, etc.)
• High emotional intelligence and empathy; the ability to connect with people
• Listening with empathy, understanding and compassion. Ability to identify and gather cues through motivational interviewing techniques and to anticipate patients' needs.
• Ability to ease patients' anxiety, provide motivation and reassurance to help a patient overcome challenges
• Ability to engage and empower patients through conversations that feel genuine and friendly
• Ability to create and maintain trust in working relationships
• Ability to be an effective communicator through varied communication channels
• Ability to face challenges and drive for results
• Ability to empower patients in their journeys yet abstaining from providing medical advice

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.
• You are highly adaptable with a track record of success during times of growth and organizational change.
• You have a proven track record of developing trust and influence at multiple levels.
• You demonstrate an impactful and candid communication style.
• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well-being)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you

Accommodations can be made available upon request for those candidates taking part in the selection process.