Associate Patient Care Specialist

Overview

WHO WE ARE

Green Shield is a not-for-profit social enterprise focused on health coverage and care. We operate as a not-for-profit with a mission to support better health for all Canadians. We are a health and benefits company that aims to build a better way and create a more holistic approach to care that takes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Greenshield Specialty Pharmacy is a specialty pharmacy and healthcare company focused on the handling and service of injectable, infused and biologic medications. We provide high quality service by focusing on chronic autoimmune and neurological conditions. We design and deliver healthcare solutions and create a complete patient experience as we work with patients, physicians, clinics, hospitals, and nursing homes on all aspects of treatment.

We are looking for a Full-time Patient Care Specialist with Reimbursement experience to join our growing specialized pharmacy operations in Mississauga, ON. Under the direction of the Biologic Manager, the Patient Care Specialist manages onboarding of patients for assigned physicians in a given geographic area or hospital, working with physicians and office staff to provide proactive and seamless onboarding services.

This role is performed both in our offices and in the field.

Location & Hours

Location:

Hybrid work from home & office; 2 days / week in office in Mississauga

Program Hours of Operation: 9am-5pm M-F

RESPONSIBILITIES

• Be the single point of contact with physician(s)
• Communicate within the pharmacy team to assist with patient care
• Provide ongoing updates to MDs on patient status
• Follow up with MD to ensure patient status updates are shared
• Accurate and timely patient charting in CRM
• Proactively assist to resolve client issues with regards to assigned physicians
• Manage all patient starts from enrollment to start of therapy
• Single point of contact for patients enrolled in the support program and prescribing physician, if applicable
• Conduct welcome calls to gather information, introduce patients to the support program, and obtain consent as required
• Inform patients about program offerings (case management, reimbursement support, self-injection training, prescription coordination, ongoing compliance)
• Understand the molecule(s) in full detail
• Maintain expert knowledge of reimbursement mechanisms in public and private arenas within assigned territory
• Act as a patient advocate, explore funding options, determine coverage details, and maintain documentation to facilitate reimbursement
• Administer financial means tests and manage financial assistance within the program as applicable
• Coordinate program services to ensure prompt and continued access to therapy, including self-injection training
• Collaborate with Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager as applicable
• Contact clients periodically to confirm adherence and coordinate medication delivery
• Report adverse events (AE) and Product Technical complaints (PTC) promptly per policy

WHO WE'RE LOOKING FOR

• College Diploma or University degree is required
• 2-3 years’ experience in healthcare or pharmaceutical industry, preferably working with patients and health professionals
• 2-3 years’ experience in a Customer Service or Call Centre setting
• Experience with public and private drug reimbursement plans
• Ability to manage multiple tasks and priorities
• Strong computer skills in Windows; MS Office; experience with a CRM is an asset
• Demonstrated ability to work in a fast-paced, team-based environment
• Excellent written and verbal communication skills
• Ability to analyze and interpret information, data, and regulations
• Attention to detail and sound judgment
• Ability to analyze enrollment volume by MD and potential based on prescription volume
• Ability to engage with physicians as a trusted medical counterpart
• Ability to conduct Continuous Healthcare Education (CHE) events with HCPs
• Valid, non-expired, unrestricted driver’s license
• Flexibility to work longer hours, overtime as required
• Able to work flexible hours between 8:00 AM to 8:00 PM

ADDITIONAL DETAILS

Proficiency in English is required for this position. You will communicate with colleagues or customers who use English as their primary language.

GS supports diversity, equity and inclusion and invites applicants from all backgrounds. We will accommodate needs under human rights legislation throughout recruitment. Please request accommodation at request for Information related to accommodation will be handled confidentially.

Providing consent for GS to use your personal information to assess suitability for positions or future opportunities, or for your personnel file. Your résumé will be held in confidence and may be stored outside of Canada for aggregate statistical purposes.