Bilingual Nurse Case Manager

Role Overview

• 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.
• Bilingual Nurse Case Manager will facilitate exceptional customer service by assisting with access to therapy, supporting the following activities, including but not limited to: coordinating patient treatment schedules, responding to any inbound inquiries, conducting periodic outbound interactions, and facilitating the awareness and coordination of wrap around service offerings.
• 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); and be flexible to adapt to patients’ communication preferences (ie. email, text, other);
• Administer and adhere to case-management protocols, data collection, on-going 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;
• Oversee the timely enrollment of patients into the Patient Support Program.

Requirements

• RN or RPN, Current Registration with the provincial College of Nurses in British Columbia.
• Minimum 3 years’ nursing experience in a clinical setting, with experience in the 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, attention to detail and think critically
• 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

Benefits

• 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