Senior Patient Support Specialist

Role Overview

• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures.
• Process data entry activities of pertinent information received at different points of contact during the delivery of program services.
• Provide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials.
• Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management.
• Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team.
• Telephone support in a live inbound/outbound call center (including maintenance calls and adherence support both inbound and outbound as needed).
• Understand the patient’s healthcare plan and provide opportunity for the patient to access support beyond program medication.
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers.
• Work directly with the reimbursement specialist and the physician to secure funding for their patient’s therapies; assist with alternative funding searches when needed.
• Attend patient meetings, conferences as needed to increase knowledge in order to better support and educate patients.
• Identify and report AE’s to health Canada, Med Info and enter source system and third-party systems.

Requirements

• High school diploma or equivalent required.
• 5+ years of relevant experience in a call‑center environment and/or clinical administration.
• Exceptional bilingual (English/French) communication (written and verbal), and presentation skills is strongly preferred.
• Previous experience in case management, patient management, or health services is a strong asset.
• Ability to build and maintain professional, empathetic relationships with patients and key stakeholders.
• Demonstrated ability to lead difficult conversations with both patients and cross-functional partners.
• Strong business, financial, analytical, and mathematical acumen.
• Technically proficient with MS Office (Excel, Word, Outlook), Adobe Acrobat, CRM/database systems, VOIP, web portals, and virtual meeting tools; experience with data management/reporting tools is an asset.

Tech Stack

• VoIP

Benefits

• Competitive compensation package
• Performance-based annual bonus
• Long-term incentive opportunities