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Overview Position Type: Full Time Department: Patient Programs Work Location: Canada Work Arrangement: Remote-British Columbia Work Hours: Monday to Friday - Standard Office Hours; rotating shifts between 8 am and 8 pm (EST) 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, Bilingual Nurse Case Manager is responsible for managing all aspects of the patient support program, working with patients / caregivers and assigned physicians. This role represents the core of the patient support program vision. Through an authentic one-to-one relationship (conversations and interactions), the candidate will earn and build trust with patients by providing the individual attention they need to feel cared for and understood in a tailored way. For both patients and health care professionals (HCPs), the Nurse Navigator will strive to make each interaction feel trusted, caring, and easy. The Bilingual Nurse Case Manager will facilitate exceptional customer service by assisting with access to therapy, supporting activities including but not limited to coordinating patient treatment schedules, responding to inquiries, conducting periodic outbound interactions, and coordinating wrap-around service offerings. What you will do Adherence to the College Of Nurses standards of nursing practices Provide assistive support to patients and health care providers, including therapeutic area education, Program Services and Product specific education Provide sophisticated telephone support (including motivational interviewing, maintenance calls and adherence support); adapt to patients communication preferences (email, text, other) Administer and adhere to case-management protocols, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers Prepare for and attend disease and product specific training sessions and any related training provided by client Work directly with the patient, physician and payer to secure funding for the product and assist with alternative funding searches when needed Attend and participate in partnership meetings as needed with the client Attend internal cross-functional meetings on Program key performance metrics to drive continuous improvement and educate cross-functional partners Work with patient associations and advocacy groups to source public funding options and other local support resources/services for patients Liaise with HCPs, specialty pharmacies and nursing services to coordinate infusions, product delivery and resolve issues; conduct field visits on an exceptional basis Provide clear communication and updates to the leadership team and escalate issues regarding patient case management Oversee timely enrollment of patients into the Patient Support Program and understand public/private and federal funding mechanisms Collaborate with patients, insurers, Care Coordinators, and physicians to ensure necessary documentation for optimal reimbursement coverage Provide therapy guidelines and educational support to manage patient and physician expectations based on the approved product monograph Report Adverse Events and Severe Adverse Events (AE/SAEs) accordingly Maintain case management service levels, including telephone response rates and other established KPIs Regularly update the CRM tool with accurate patient data Foster teamwork by collaborating with internal teams and provide feedback to the Program Manager on service quality, training and other areas of importance Identify and report obstacles to obtaining coverage and communicate back to the Program Adhere to company policies and procedures; foster teamwork within internal support teams Monday to Friday - standard office hours; rotating shifts between 8 am and 8 pm (EST) Perform additional duties as assigned by the Manager What you need to ensure you are set up for success RN or RPN; current registration with the provincial College of Nurses in British Columbia Minimum 3 years nursing experience in a clinical setting; experience in healthcare, pharmaceutical or insurance industry is an asset Bilingual in English and French is required Experience in neurology is an asset Strong customer service orientation 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 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 High emotional intelligence and empathy; ability to connect with people Listening with empathy and using motivational interviewing to anticipate patients needs Ability to ease patients anxiety and provide motivation and reassurance Ability to engage and empower patients through genuine, friendly conversations Ability to create and maintain trust in working relationships Effective communication through varied channels Ability to face challenges and drive for results Ability to empower patients while abstaining from providing medical advice What makes you a great fit for this team Commitment to providing a high level of service to internal and external clients Adaptable with a track record of success during growth and organizational change Proven ability to develop trust and influence at multiple levels Impactful and candid communication style Exceptional organizational skills and ability to build 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 Salary range: The anticipated base salary/hourly rate for this role is $76,500.00 - $90,750.00 annually/hourly. Final base salary determined based on relevant experience 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. Accommodations can be made available upon request for candidates taking part in the selection process. #J-18808-Ljbffr