Spécialiste Bilingue Du Soutien Aux Patients/ Bilingual Patient Support Specialist

Patient Support Specialist

The Patient Support Specialist (PSS) serves as a key point of contact within a call center environment, providing high-quality support to patients and healthcare providers. This role facilitates access to patient support program services, including program enrollment, responding to inquiries, and navigating drug insurance coverage. The PSS primarily manages inbound calls during rotating shifts, including evenings, and uses telephony systems and multiple computer platforms to deliver timely and accurate assistance. The role demands strong communication skills, attention to detail, and the ability to work efficiently in a fast-paced, customer service-oriented setting.

Duties and responsibilities include:

• Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
• Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
• Delivers counselling to patients according to pharmaceutical manufacturer requirements.
• Provides adherence and compliance support to patients.
• Handles all internal program clinical referrals.
• Retrieves and acts upon voice messages as per established policy.
• When contact center based, manages the call queue in accordance with established policy.
• Reports Adverse Events or Adverse Drug Reactions within a 24-hour period or as per the manufacturer's specifications.
• Responsible for performing financial means testing of patients (if applicable) within their designated support program
• Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
• Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
• Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
• Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
• Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.

Qualifications required include:

• Fluently bilingual in French and English. Proficiency in Spanish is considered an asset.
• Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
• Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
• Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
• Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
• The ability to multitask is vital to this role along with flexibility on support hours.
• Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
• Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
• Capacity to work in a team environment and support co-workers.
• Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
• Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
• University degree or diploma considered as asset.

You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.

As our hiring teams are global, please submit your resume in both English and French.