Bilingual Patient Services Specialist / Spécialiste Des Services Aux Patients Bilingue

Patient Services Specialist

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

Job Summary

The Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals to explore and obtain coverage for the prescribed medication as well as management of the patient cases.

General Responsibilities

• The Patient Services Specialist will be responsible for the timely enrollment of the patient into the Patient Support Program
• Liaise with the patient, insurer, and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
• Conduct information and conduct patient financial assessment eligibility based on program guidelines
• Provide responses to general inquiry calls based on information provided as part of the program materials
• Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
• Proactively monitor the patient's file to ensure that reimbursement and financial assistance renewals are done in a timely manner
• Process documents supporting the patient's care, including infusion reports, lab results, copays
• Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements
• Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
• 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 Key Performance Indicators established as the Program level
• Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing
• Executing other ad-hoc duties, as they are assigned

Position Requirements

• Experience in the healthcare, pharmaceutical or insurance industry would be an asset
• Strong customer service, communication, problem solving skills required
• Comfortable working in a contact centre environment
• Proficient in Microsoft Office applications (Word/Excel)
• Team Player
• Post-secondary education or equivalent
• Organized with a high attention to detail
• Excellent verbal and written skills on English (and French if a Bilingual role)
• Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday).

The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position $47,300 - $78,800

McKesson is an Equal Opportunity Employer. McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.