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.
• Liaise with physicians’ offices, pharmacies, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise.
• Identifies opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.
• Build relationships with key customers within area of responsibility to ensure that specifications and business requirements/ portfolio management is clearly established.
• Operates as a liaison between vendors and manufacturer.
• Provide professional internal/external presentations.
• Develop customer management solutions in response to deficiencies in client service and/or operating processes.
• Virtual calls/meetings and seminars when applicable.
• Identifies business development or expanded service opportunities within existing client base, and works with the Business Development staff to develop proposals; participate in presentations, sales and marketing efforts, trade shows and other networking activities as required.
• Researching and advocating for appropriate public assistance resources for patients.
• Ensures high level of customer responsiveness with proactivity in addressing and solving issues.
• Review data to identify trends and issues to account strategy.

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 leadership abilities with the capacity to motivate, influence, and coach colleagues
• Proven customer service mindset with professional phone etiquette
• Strong business, financial, analytical, and mathematical acumen
• Highly organized, detail-oriented, and effective at time management; thrives in a team-oriented environment
• 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
• Ability to maintain confidentiality and handle sensitive patient and corporate information appropriately
• Agile, personable, and adaptable in a fast-paced environment with experience in stakeholder engagement and patient care
• Knowledge of the MS (Multiple Sclerosis) therapeutic area is an asset

Tech Stack

• VoIP

Benefits

• Competitive compensation package
• Annual bonus or long-term incentive opportunities