About this role
Role Overview
- Perform case agent tasks as needed, including program-related inbound and outbound calls to support workload
- Conduct clinical services audits at pharmacies to monitor key performance indicators (KPIs) and ensure compliance with program and client requirements
- Serve as the primary escalation point for pharmacy billing issues related to clinical services
- Provide operational support and proactive client management to ensure deliverables are met
- Oversee report production, analysis, and delivery of strategic insights, identifying trends, risks, and opportunities for improvement
- Coordinate pharmaceutical technical support activities provided by case agent teams
- Develop strong working relationships that foster employee and team growth and success
- Ensure a thorough understanding of policies, procedures, and processes, and ensure their application
- Provide the manager with regular feedback on quality, operational, technical, and process issues
Requirements
- University degree preferred (health, life sciences, or related field) or equivalent experience
- French/English bilingualism preferred
- Supervisory or management experience in a contact center and/or pharmaceutical environment preferred
- Experience with patient support programs and reimbursement navigation preferred
Benefits
- Incentive plans
- Bonuses
- Professional development training
- Competitive salaries