Department: Patient Programs
Work Location: ON and/or QC
Work Arrangement: Remote
Work Hours: Business Hours M-F
Travel Required: Yes – approx. 50% across Canada
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.
Sentrex Health Solutions recognizes the importance of immunization to protecting our staff, customers, and members of the community from COVID-19. As such, and subject to any obligations under applicable human rights legislation, it will be a condition of employment that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada. Successful applicants will be required to provide proof of full vaccination prior to their start date.
Come and join our team! But first, let us tell you why we love working here:
We are 100% Canadian with locations across the country
State-of-the-art facilities to provide high-quality products and services
The opportunity to be a part of a winning, high-performing team
Collaborative, engaging workplace culture – we are passionate about our people!
Flexible working environment that promotes a healthy work-life balance
Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
Quarterly virtual social events!
The Opportunity:
Reporting to Program Manager, the Bilingual Field Clinic Support Manager is responsible for managing all aspects of the clinic relations. The Field Clinic Support Manager acts as a liaison and provides ongoing feedback to the Program Manager based on observations in the field and feedback from customers as it pertains to the quality of service, training, and other areas of importance and to deliver optimal PSP services by supporting patients and clinics. The Field Clinic Support Manager is required to interact and collaborate with the clinic’s team, PSP team, Program Manager as well as client personnel (Patient Journey Partners). From time-to-time PJP may request meetings, clinic feedback, assistance in issue resolution, reconciliation assistance, delivering of training on PSP services, or other types of information.
A Day in the Life (What you will do here):
Field Responsibilities:
Provide HCP portal training to the clinic staff
Utilize PSP related applications and software to complete reports and facilitate completion of enrollment forms, reimbursement forms, and other Program functions
Schedule and manage weekly clinic visits (or at such frequency as deemed appropriate)
Support PSP dose reconciliation at clinic level
Proactively assess PSP services and make suggestions to enhance outcomes and quality of service
Clinic Management:
Offer support to clinics by performing and managing PSP related interactions; this activity includes specific functions such as:
Determining on a case-by-case basis which PSP elements are necessary to satisfy the needs of the assigned prescribing HCP’s, subject to the limitations set out in contractual agreements with the client
Assist HCP’s in reviewing patient status and facilitating patient enrolment, as appropriate
Prepare and/or assist in the completion of Special Authorization submissions to the appropriate insurer by, among other things, reviewing patient charts, assessing previous therapies and tests
Request PSP materials such as Program enrollment forms, clinic guides, and patient printed materials from the client on an as needed basis
In collaboration with the Program Manager, train HCP’s and other clinic staff on PSP service offerings, subject to the limitation of the contractual agreement
Patient Support:
Through the support of clinics and field PSP responsibilities, the Bilingual Field Clinic Support Manager will perform specific tasks such as:
Enroll patients into the PSP utilizing the appropriate enrollment forms and assist the HCP in preparing documentation for reimbursement of the drug prescribed through the appropriate insurer
Ensure patient services are coordinated and tracked, according to agreed upon Program performance metrics, to expedite access to therapy
Provide clear and concise information regarding PSP services to assist patients and HCP’s, as appropriate or desired
Data entry of sensitive patient information, accuracy, and completeness is crucial
Report Adverse Events/Severe Adverse Events following approved SOP’s
Complete relevant reports such as timesheets, expenses, mileage, validate CRM reports etc. as per established Program procedures
What you need to ensure you are set up for success:
Bachelor’s degree completed
Bilingual communication skills (English and French) is required
1-2 years of experience in a Patient Support Program
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 process is an asset
Professional demeanor with proven ability to communicate effectively with internal and external customers and stakeholders
Excellent interpersonal skills and ability to build and maintain good relationships with clinic personnel, internal Sentrex Health Services colleagues, and all client personnel
Ability to work from home and have a quiet, private home office space
Excellent verbal and written communication skills
Strong analytical skills including interpretation of regulations and legislation
Advanced knowledge of the pharmaceutical distribution industry
Excellent customer service, problem-solving, and conflict resolution skills
Typing skills and ability to be a strong functional user of various computer-based programs
Must be willing to travel – approximately 50% of the time across Canada
Requires a valid Driver’s License
Requires access to a vehicle for clinic visits
What makes you a great fit for this team:
Your commitment to providing a high level of service to your internal and external clients.
You are highly adaptable with a track record of success during times of growth and organizational change.
You have a proven track record of developing trust and influence at multiple levels.
You demonstrate an impactful and candid communication style.
You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?
We value our employees! Our permanent full-time employees are provided with a:
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
Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.
We encourage you to apply and accept all applications, however, please note that only candidates who meet the specified requirements will be contacted for an interview. Accommodations can be made available upon request for those candidates taking part in the selection process.
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