Senior Patient Support Specialist - Remote Eligible

Sr. 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.

Reporting to the Supervisor, the Sr. Patient Services Specialist plays a vital role in the support for our patients within the patient assistance program. They will be responsible for managing all aspects of program support for assigned physicians or centers (hospital or clinics) in each geographical area and ensure that patients are provided easy access to the support program and access to their drug therapy. The Sr. Patient Services Specialist will work directly with the reimbursement specialist to help secure funding as well as building a rapport with clinics and physicians. Flexibility to travel across North America (approx. 30% travel depending on site assignment).

Specific Responsibilities:

• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures.
• Process data entry activities of pertinent information received at different points of contact during the delivery of program services.
• Provide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials.
• Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management.
• Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team.
• Telephone support in a live inbound/outbound call center (including maintenance calls and adherence support both inbound and outbound as needed).
• Understand the patient's healthcare plan and provide opportunity for the patient to access support beyond program medication.
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers.
• Work directly with the reimbursement specialist and the physician to secure funding for their patient's therapies; assist with alternative funding searches when needed.
• Attend patient meetings, conferences as needed to increase knowledge in order to better support and educate patients.
• Identify and report AE's to health Canada, Med Info and enter source system and third-party systems.
• Liaise with physicians' offices, pharmacies, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise.
• Identify opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.
• Build relationships with key customers within area of responsibility to ensure that specifications and business requirements/ portfolio management is clearly established.
• Operates as a liaison between vendors and manufacturer.
• Provide professional internal/external presentations.
• Develop customer management solutions in response to deficiencies in client service and/or operating processes.
• Virtual calls/meetings and seminars when applicable.
• Identify business development or expanded service opportunities within existing client base, and work with the Business Development staff to develop proposals; participate in presentations, sales and marketing efforts, trade shows and other networking activities as required.
• Researching and advocating for appropriate public assistance resources for patients.
• Ensures high level of customer responsiveness with proactivity in addressing and solving issues.
• Review data to identify trends and issues to account strategy.
• Positive, "can-do" attitude and customer focused approach.
• Develop customer management objectives and represent customer needs internally in collaboration with Operations, Management and Manufacture.
• Representing the voice of customer to the senior management team on important/urgent issues.
• Developing, maintaining and communicating a formal account strategy and portfolio of key growth opportunities.

Minimum Qualifications:

• High school diploma or equivalent required.
• 5+ years of relevant experience in a call-center environment and/or clinical administration.
• Exceptional bilingual (English/French) communication (written and verbal), and presentation skills is strongly preferred.
• Previous experience in case management, patient management, or health services is a strong asset.
• Ability to build and maintain professional, empathetic relationships with patients and key stakeholders.
• Demonstrated ability to lead difficult conversations with both patients and cross-functional partners.
• Strong leadership abilities with the capacity to motivate, influence, and coach colleagues.
• Proven customer service mindset with professional phone etiquette.
• Strong business, financial, analytical, and mathematical acumen.
• Highly organized, detail-oriented, and effective at time management; thrives in a team-oriented environment.
• Technically proficient with MS Office (Excel, Word, Outlook), Adobe Acrobat, CRM/database systems, VOIP, web portals, and virtual meeting tools; experience with data management/reporting tools is an asset.
• Ability to maintain confidentiality and handle sensitive patient and corporate information appropriately.
• Agile, personable, and adaptable in a fast-paced environment with experience in stakeholder engagement and patient care.
• Knowledge of the MS (Multiple Sclerosis) therapeutic area is an asset.