Assist with the coaching and mentoring of the existing team members.
Work with APM/PM to maintain, improve and create work standards and standardized work.
Performs general administrative tasks such as handling the mail, typing, and maintenance of filing systems for the program
Process payment requests for patients, pharmacies and/or physicians.
Participate in special projects as assigned by the APM/PM
Provide daily support to the APM(s)/PM
Assist management with various reports and program related tasks.
Work with management to develop program protocol and SOP for administrative and co-pay work.
Work with management to develop and lead training of new associates, including but not limited to presenting, shadowing and call monitoring.
Liaise with program managers to ensure co-payment KPIs are met.
Liaise with cross-functional teams to ensure payment accuracy and timelines are met.
Adherence to the general company processes and policies.
Telephone Support
Phone line monitoring for availability, correct status and reporting.
Participate and attend on-going refresher trainings and in specialized training courses for specific products, programs and purposes as deemed appropriate by the manager.
Clear communication to APM/PM and program regarding cases of planned and unforeseen absences.

A University Degree in a related field or equivalent an asset
A minimum of two (2) years’ experience in customer service
experience in medical, pharmaceutical and/or insurance industry is an asset
Bilingual in French and English: written and verbal
Highly organized with strong attention to detail
Strong proficiency in Microsoft applications (Outlook, Word, Excel & PowerPoint)
Flexibility in working shifts (hours of operation are 8 am
8pm)
Strong critical thinking and problem-solving abilities
Strong communication and interpersonal skills, written and verbal including effective phone etiquette to diverse audiences i.e. internal, healthcare professionals and patients
Proven ability to manage time, set priorities and multi-task in order to meet various competing work deadlines
Demonstrates a strong work ethic, is reliable and shows initiative to pursu new skills
Advanced knowledge of pharmaceutical distribution industry
Strong business and financial acumen
Strong analytical and mathematical skills
Ability to work in a fast-paced environment and consistently meet deadlines
Effective organizational skills; attention to detail
Strong knowledge of patient support programs
Excellent people skills, teamwork, empathy, influencing others, adaptability.

Senior Administration and Co-Pay Associate

Key skills