Spécialiste Des Services Aux Patients – Bilinguel

Patient Services Specialist

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The patient services specialist is a key member of the patient services team and is responsible for providing administrative support and counseling to patients for medical offices, primarily to help with the completion of forms and follow-up on submissions related to obtaining reimbursement for medications through private and provincial drug insurance plans, as part of the patient support programs offered by McKesson Specialty. The main objective of the position is to reduce approval times for patients waiting to start their treatment, while offering value-added services in time and resources to prescribing physicians, as needed.

The position involves interactions with patients, insurance companies, pharmacies, doctors, and other healthcare professionals (HCP) to explore and obtain coverage for the prescribed medication and to manage patient records.

This position is based on a 37.5-hour workweek, with flexibility to schedule a 7.5-hour shift at any time during program operating hours, from 8 am to 8 pm (EST).

Specific Responsibilities

• Act as a liaison between the patient, insurer, and physician regarding required documentation to obtain maximum reimbursement coverage, including exploring all public and private plans and escalating to employers when required.
• Manage escalation cases when the required support exceeds the scope of the program.
• Collect all relevant and appropriate information from the patient's file, complete required documents concisely, organized, and professionally, and submit signed forms to private insurers and/or provincial drug insurance plans.
• Perform follow-ups with concerned insurers until a decision is reached, with the aim of accelerating the process when possible. In case of refusal, the senior patient services specialist will discuss the case with the physician and proceed with a new submission if agreed.
• Enter all updates related to reimbursement submissions, coverage confirmations, and new submissions into the patient database.
• Perform, on behalf of medical offices, the necessary follow-ups with patients to promote treatment adherence.
• Provide physicians and their office staff with information and updates about medications, including new criteria and indications received from McKesson Canada or the client.
• The senior patient services specialist may be assigned special tasks (stretch assignments) for the client.
• Support client escalation management related to the program, as needed.
• Support the team by answering questions, solving problems, and assigning tasks.
• Assist the program manager (PM/APM) in helping with various tasks such as writing deviations, review calls, managing privacy incidents, and adverse event reconciliations, as requested.
• Act as a subject matter expert (SME) for the program and contribute to the development of training materials for the team, as needed.
• Continuously provide exemplary practices to the team.
• Receive, document, and report adverse events in accordance with the requirements of pharmaceutical manufacturers.
• Participate and contribute to continuous improvement initiatives of the department related to processes, quality, training, etc.
• Maintain service levels in case management, including reporting adverse events within twenty-four (24) hours of receipt, as well as any other key performance indicators established at the program level.
• Perform data entry, answer incoming calls, make outbound calls, manage emails and fax software, and perform general administrative functions including sending faxes, filing, and scanning.

Minimum Qualifications

• High school diploma or equivalent required.
• Minimum of one (1) year of relevant experience in a healthcare, clinical, or administrative setting.

Key Skills

• Previous experience with patient support programs (PSP) strongly desired.
• Excellent customer service, communication, and problem-solving skills.
• Bilingualism (French/English) is an asset.
• Proficiency in Microsoft Office Suite (Word, Excel).
• Team spirit and ability to work independently.
• In-depth knowledge of adult learning principles and training.
• Acute organizational skills and attention to detail.
• Ability to understand and apply techniques for managing multiple priorities.
• High level of motivation and engagement within a team.
• The position may be stressful due to the variety of tasks and possible peak periods related to medical management. The work often takes place in emotional contexts.
• May be required to drive a vehicle, typically for local travel.

The person in this position will need to provide daily support to internal and/or external clients located outside of Quebec and/or in the United States. Therefore, excellent proficiency in spoken and written English is required. Please note that the number of positions requiring English skills has been limited as much as 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. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca.

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