Spécialiste bilingue du soutien aux patients - télétravail / Bilingual Patient Support Speciali[...]

Spécialiste bilingue du soutien aux patients - télétravail / Bilingual Patient Support Specialist – REMOTE

Job Purpose

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. The 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. Strong communication skills, attention to detail and the ability to work in a fast‑paced, customer‑service setting are essential.

Job Purpose (French)

Le spécialiste du soutien aux patients (SSP) agit comme point de contact principal dans un centre d’appels, offrant un soutien de haute qualité aux patients et aux professionnels de la santé. Ce rôle facilite l’accès aux services du programme de soutien aux patients, notamment l’inscription au programme, la réponse aux demandes de renseignements et l’aide à la navigation de la couverture d’assurance-médicaments. Le SSP gère principalement les appels entrants selon des quarts rotatifs, y compris en soirée, et utilise des systèmes téléphoniques ainsi que plusieurs plateformes informatiques pour fournir une assistance rapide et précise.

Duties and Responsibilities

• Practice 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.
• Provide telephone, email and web‑based clinical support, product inquiry, treatment best practices and trouble‑shooting services to patients, pharmacists, physicians and other health‑care professionals.
• Deliver counselling to patients according to pharmaceutical manufacturer requirements.
• Support patient adherence and compliance.
• Handle all internal program clinical referrals.
• Retrieve and act upon voice messages as per established policy.
• When contact‑center based, manage the call queue in accordance with established policy.
• Report adverse events or drug reactions within 24 hours or as specified by the manufacturer.
• Perform financial means testing of patients where applicable.
• Provide and manage advanced reimbursement navigation and administrative services on behalf of patients, coordinating program logistics with all stakeholders to ensure best outcomes.
• Identify needs for compassionate, bridge and copay support and arrange accordingly.
• Act as an internal patient‑assistance program exceptional case reviewer, approving cases on behalf of pharmaceutical manufacturer clients per predetermined permissions and standards.
• Communicate directly with pharmaceutical manufacturers regarding exceptional cases beyond predetermined permissions and standards.
• Complete additional administrative support activities when required, including gathering patient chart information and facilitating submission of special authorization forms and appeals.

Service Excellence and Development

Qualifications

Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d’IQVIA situés partout au Canada et à travers le monde ; une connaissance fonctionnelle de l’anglais, tant à l’écrit qu’à l’oral, est donc nécessaire.

EEO Statement

IQVIA is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status or any other protected status. Accommodations for applicants with disabilities are available upon request. If you require an accommodation, please email the Talent Acquisition Team at workday_recruiting@iqvia.com.

For more information, visit https : / / jobs.iqvia.com .

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