Job Details

Responsibilities:

• The Patient Services Specialist will be responsible for the timely enrollment of the patient into the Patient Support Program

• Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required

• Conduct information and conduct patient financial assessment eligibility based on program guidelines

• Provide responses to general inquiry calls based on information provided as part of the program materials

• Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment

• Proactively monitor the patient's file to ensure that reimbursement and financial assistance renewals are done in a timely manner

• Process documents supporting the patient's care, including infusion reports, lab results, copays

• Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements

• Participate and assist in departmental continuous improvement activities related to process, quality, training, etc

• Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient

• Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established as the Program level

• Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing.

Minimum Requirements:

• Typically requires 5 + years of related experience

Additional Skills:

• Experience in the healthcare, pharmaceutical or insurance industry would be an asset

• Strong customer service, communication, problem solving skills required

• Comfortable working in a contact center environment

• Proficient in Microsoft Office applications (Word/Excel)

• Team Player

• Post-secondary education or equivalent

• Organized with a high attention to detail

• Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday)

• The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible