Position Type:                  Full-time

Department:                   Patient Support Programs

Work Location:               Canada

Work Hours:                     Flexibility to work within the operating hours of Monday - Friday, between 8:00am - 8:00pm (EST)

Work Arrangement:      Remote

Travel Required:            No

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, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

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

The Opportunity:

The Bilingual Nurse Case Manager (NCM) is an integral part of the Patient support team, responsible for the coordination and delivery of services related to the patient support programs offered by Sentrex Health Solutions. The Bilingual NCM is responsible for managing all aspects of program support and will act as a primary point of contact to their assigned health care providers (HCP) and ensures patients are provided easy access to the support program and to their drug therapy. In addition, this role involves interactions with patients, insurance companies, pharmacies, physicians, and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases. 

 A Day in the Life (What you will do here):

• 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 and ensure data accuracy through data integrity validation steps, where applicable.
• 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, based on the information provided as part of the program materials. 
• Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team. 
• Telephone support (including maintenance calls and adherence support both inbound and outbound as needed).
• 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 educate patients, providers regarding disease/product information and case management services. 
• Must be able to identify and report Adverse Event’s to the Manufacturer, Medical Information teams and enter source system and third-party systems, within respective timelines.
• Maintains confidentiality of patient, client and corporate information and discusses same only with appropriate personnel.
• Liaise with physicians’ offices, pharmacies, laboratories, infusion/injection services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise. 
• Participate in ongoing internal and/or external continuing education activities. 
• Development of training material and programs for new PSP team members. 
• Adhere to Sentrex Health Solutions Policies and Procedures. 
• Perform patient enrolment into the program and complete required follow-ups, according to program protocols and applicable departmental procedures. 
• Proactively offer support and advocacy to patients and HCP which includes but is not limited to enrollment, scheduling of laboratory monitoring appointments, facilitation of coverage renewals, and changes throughout the patient journey, as well as facilitating reimbursement support to physicians and patients. 
• Provide ongoing support on disease state or product related questions, based on information provided as part of the program materials to ensure patient adherence, as dictated by the needs of the patient.
• Review, analyze and validate information provided by patients for accuracy and completeness to ensure initiation and continuation of services. 
• Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients. 
• Follow‐up/advocate until a decision is received, ideally securing coverage for the patient.
• Report and document Adverse Events as per training on updated Pharmacovigilance requirements. 
• Support submission of drug shipment requests.
• Adhere to Sentrex Policies and Procedures. 
• Assist with other duties as assigned by the manager

 What you need to ensure you are set up for success:

• Must be an RN or RPN in good standing with the College of Nurses of their respective province 
• Experience in Patient Support Programs is required
• Reimbursement knowledge to obtain coverage for patients an asset 
• Experience in Hepatitis is a strong asset
• Minimum 2 years of experience of clinical experience (preferred) 
• Bilingualism (English and Mandarin) is required. 

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
• RRSP Matching Program
• 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.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

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