Bilingual Case Manager - Atlantic; Remote

Bilingual Case Manager - Atlantic (Remote)

Position Type: Full Time

Department: Patient Programs

Work Location: Canada

Work Arrangement: Remote

Work Hours: Monday to Friday - 8 hour rotating shifts between 8am - 8pm EST

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross‑functional teams.

Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, as well as HCP & Clinic Services.

• Competitive Salary and generous vacation entitlement
• Wellness Program (5 paid days off for your well‑being)
• Paid Sick Days
• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
• Employee & Family Assistance Program
• RRSP Matching Program

The Bilingual Case Manager is responsible for managing all aspects of the enrollment, reimbursement process, and service coordination for patients who have been prescribed the drug by physicians. The Bilingual Case Manager will provide drug coverage support to physicians and patients, follow up on submissions pertaining to obtaining coverage through private and provincial drug plans, ensure patients have access to their prescribed treatments in a timely manner, and provide continuous support for patients through excellent communication skills and available resources to ensure patients have easy access to their prescribed therapy.

• Responsible for the timely enrollment of the patient into the Patient Support Program.
• Collaborate with the patient, insurer and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations as required.
• Review patient status and assist the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests.
• Provide therapy guidelines/education on the program to manage patient and physician expectations.
• Collect information and conduct patient financial assessment eligibility based on program guidelines.
• Ensure patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Report Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
• Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient, Adverse Events reported within twenty‑four hours of receipt and any other KPIs established as the Program level.
• Electronically update the Customer Relationship Management (CRM) tool by providing timely patient and clinic information.
• Foster and promote a spirit of teamwork while working with internal patient support teams.
• Act as liaison and provide ongoing feedback to the Program Manager based on observations in the field and customer feedback as it pertains to quality of services, training, and other areas of importance.
• Identify obstacles to obtaining coverage and channel this information to the Program Manager and/or Assistant Program Manager.
• Complete all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards.
• Additional duties as requested by the Manager.

• A Bachelor’s degree
• 2‑3 years of experience in Patient Support Program
• Bilingual in English and French (required)
• Experience with reimbursement billing, special access, the appeals process, and conducting field‑based reimbursement support and consultation is an asset
• Knowledge of private and public reimbursement structure, systems, and the…