Bilingual Care Coordinator

Position Type: Full-time

Department: Patient Support Programs

Work Location: Remote, Canada

Work Hours: Mon, Fri (12- 8 pm EST)

Work Arrangement: Remote

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:

The Care Coordinator is responsible for overseeing all aspects of the reimbursement process and service coordination for patients prescribed the medication by their physicians. This role involves offering drug coverage support to both physicians and patients, managing follow-ups on coverage submissions through private and provincial drug plans, and ensuring timely access to prescribed treatments. Additionally, the Care Coordinator will maintain ongoing communication with patients and caregivers, providing continuous support and ensuring they have seamless access to the necessary resources and therapy. The Care Coordinator will work closely with the program’s Nurse Coach.

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

• Oversee the timely enrollment of patients into the Patient Support Program.
• Collaborate with patients, insurers, Nurse Coach, 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.
• Review patient status and work closely with the Nurse Coach to prepare documentation for public or private coverage.
• Provide therapy guidelines and educational support to manage both patient and physician expectations based on the approved product monograph.
• Gather information and conduct financial assessments for patients as per program guidelines.
• 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.
• Perform additional duties as assigned by the Manager.
• Adhere to company policies and procedures.
• Foster teamwork within internal support teams
• Assist with other duties as assigned by the manager
  
  
  

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

• Bilingual in English and French (Required)
• Post-secondary education (Required)
• 1-2 years’ experience in Patient Support Programs with private and public reimbursement structures, systems, and processes (Required)
• In-depth knowledge of the pharmaceutical distribution industry is desirable
• 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.)
  
  
  

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
• RRSP Matching Program
• Employee & Family Assistance 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.