Remote Bilingual Nurse Case Manager (Remote)

Position Type: Full Time

Department: Patient Programs

Work Location: Canada

Work Arrangement: Remote

Work Hours: Monday to Friday, Standard Office Hours, With flexibility between 8:00 am - 8:00 pm (EST)

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:

Reporting to the Associate Program Manager, the Bilingual Nurse Case Manager (NCM) is an integral part of the Patient Services Team, responsible for the coordination and delivery of services related to a variety of patient support programs offered by Sentrex Health Solutions.

The NCM is responsible for managing all aspects of program support and ensures patients are provided easy access to program services 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 patient enrolment activities and complete required follow-ups, according to program protocols and applicable departmental procedures.


• Provide medical support to patients and healthcare providers, including but not limited to prescription coordination and providing education on disease, product, administration, and side effect management.


• Provide telephone support including inbound and outbound maintenance, support, and adherence calls as needed.


• Respond to clinical inquiries from patients and healthcare providers received via telephone or web-based platforms based on information provided as part of the program materials.


• Provide information on program services to patients and healthcare providers as needed.


• Prepare for and attend extensive, specialized training sessions for specific therapies as required.


• 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.


• Report Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.


• Collaborate with the patient, insurer and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations and alternative funding searches as required.


• 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.


• Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients.


• Attend patient meetings, conferences as needed to educate patients, providers regarding disease/product information and case management services.


• Collaborates and participates in PSP team and client meetings as necessary.


• Participate in ongoing internal and/or external continuing education activities.


• Participate in development of training material and programs for new PSP team members.


• Provide ad-hoc support to multiple programs, teams, and departments.


• Foster and promote a spirit of teamwork while working with internal patient support teams.


• Provide additional support with other duties or projects as requested by PSP Management.


• Additional duties as determined by your Manager.

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

• Must be a Registered Nurse in good standing with the College of Nurses of their respective province


• Bilingual communication skills (English and French) is required


• 2+ years of experience of clinical experience


• Experience in Patient Support Program is required


• Knowledge of private and public reimbursement, special access, and the appeals process is a strong asset.


• Must be able to work from home and have a quiet, private home office space.


• Demonstrates an aptitude for continuous learning.


• Strong analytical skills including interpretation of regulation and legislation.


• Excellent customer service, problem-solving, and conflict resolution skills.


• Strong interpersonal skills.


• Strong functional user of various computer-based programs.


• Proficiency in Adobe Acrobat, SharePoint, and Microsoft Office applications is required.


• Strong ability to consistently meet deadlines and prioritize projects.


• Exceptional organizational skills and ability to coordinate activities both for self and others effectively.


• Ability to establish and build healthy working relationships and partnerships with peers.


• Ability to work independently, make decisions, multitask, and solve problems under a high degree of pressure.


• Flexible, resourceful, creative, and proactive work style with an enthusiastic attitude.


• Results-oriented with an ability to handle multiple tasks and maintain a high level of performance.


• Advanced ability to learn and understand new systems and software quickly.


• Excellent problem-solving skills: ability to resolve issues effectively and efficiently.

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


• Employee & Family Assistance Program


• RRSP Matching 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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