Job Category : Patient Support Programs
Requisition Number : BILIN002621
- Posted : November 21, 2025
- Full-Time
- Remote
Locations
Showing 1 location
Description
Position Type : Full Time
Work Location : Canada
Work Hours : Monday to Friday standard office hours, Flexibility between 9 am to 7 pm
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 countryState-of-the-art facilities to provide high-quality products and servicesThe opportunity to be a part of a winning, high-performing teamCollaborative, engaging workplace culture – we are passionate about our people!Flexible working environment that promotes a healthy work-life balanceDiverse and inclusive culture where your talent and commitment to excellence is welcomed and valuedHigh-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 yearThe Opportunity :
Reporting to the Program Manager, Nurse Navigator is responsible for managing all aspects of the patient support program, working with patients / caregivers and assigned physicians.
This role represents the core of the patient support program vision. Through an authentic one-to-one relationship (conversations and interactions), the candidate will earn and build trust with patients by providing the individual attention they need to feel cared for and understood in a tailored way. For both patients and health care professionals (HCP)’s, the Nurse Navigator will strive to make each interaction feel trusted, caring, and easy.
Nurse Navigator will facilitates exceptional customer service by assisting with access to therapy, supporting the following activities, including but not limited to : coordinating patient treatment schedules, responding to any inbound inquiries, conducting periodic outbound interactions, and facilitating the awareness and coordination of wrap around service offerings.
A Day in the Life (What you will do here) :
Adherence to the College Of Nurses standards of nursing practices;Provide assistive support to patients and health care providers, including therapeutic area education, Program Services and Product specific education;Provide sophisticated telephone support (including motivational interviewing, maintenance calls and adherence support); and be flexible to adapt to patients’ communication preferences (ie. email, text, other);Administer and adhere to case-management protocols, data collection, on-going patient follow-up, compliance, therapy disruption / discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;Prepare for and attend disease and Product specific training sessions and any related training provided by client;Work directly with the patient, physician and payer to secure funding for the Product and assist with alternative funding searches when needed;Attend and participate in any partnership meeting as needed with the client;Attend internal cross-functional meetings as required on Program key performance metrics with a view to continuous improvement, overall satisfaction of the Program and to continuously educate cross-functional partners on the needs of assigned customers;Work with patient associations and advocacy groups to assist in sourcing public funding options and other local support resources / services available for patients;Liaise and coordinate with HCPs, specialty pharmacies and nursing services as required, to coordinate infusions, Product delivery and resolve issues as they arise, on an exceptional basis, able to conduct field visits;Provide clear communication and updates to the leadership team and immediately elevate any issues regarding the management of patient cases;Oversee the timely enrollment of patients into the Patient Support Program and acquire in-depth knowledge of public / private and federal funding mechanism;Collaborate with patients, insurers, Care Coordinators, and physicians to ensure the necessary documentation is provided for optimal reimbursement coverage, including investigating both public and private insurers and assisting with employer escalations when needed.Provide therapy guidelines and educational support to manage both patient and physician expectations based on the approved product monograph.Report Adverse Events and Severe Adverse Events (AE / SAEs) accordingly.Maintain case management service levels, including telephone response rates, and other established key performance indicators (KPIs).Regularly update the Customer Relationship Management (CRM) tool with accurate patient data and relevant entries;Foster a spirit of teamwork by collaborating effectively with internal teams;Act as a liaison, providing valuable feedback to the Program Manager regarding service quality, training, and other areas of importance;Identify and report obstacles to obtaining coverage, ensuring this information is communicated back to the Program;Adhere to company policies and procedures;Foster teamwork within internal support teams;Perform additional duties as assigned by the Manager.What you need to ensure you are set up for success :
RN or RPN, Current Registration with the provincial College of Nurses in the province of residence;Minimum 3 years’ nursing experience in a clinical setting, with experience in the healthcare, pharmaceutical or insurance industry is an assetBilingual in English and French is requiredExperience in neurology is an assetHighly organized with attention to detail and critical thinking skills, attention to detail and think criticallyStrong business acumen and professional phone etiquetteCapable of handling sensitive issues with discretionMust be able to work from home and have a quiet, private home office spacePassionate about patient advocacyAdaptable and able to efficiently manage multiple tasksExcellent problem-solving abilities with a focus on resolving issues quickly and effectivelyExceptional verbal and written communication skillsConsistently meets deadlines and holds oneself accountable for resultsComfortable working with various technologies, including CRM systems and smartphonesHigh emotional intelligence and empathy; the ability to connect with peopleListening with empathy, understanding and compassion. Ability to identify and gather cues through motivational interviewing techniques and to anticipate patients’ needs.Ability to ease patients anxiety, provide motivation and reassurance to help a patient overcome challengesAbility to engage and empower patients through conversations that feel genuine and friendlyAbility to create and maintain trust in working relationshipsAbility to be an effective communicator through varied communication channelsAbility to face challenges and drive for resultsAbility to empower patients in their journeys yet abstaining from providing medical adviceWhat 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.We value our employees! Our permanent full-time employees are provided with a :
Competitive Salary and generous vacation entitlementWellness Program (5 paid days off for your well-being!)Paid Sick DaysCompetitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee / Dependent Life InsuranceEmployee & Family Assistance ProgramRRSP Matching ProgramSentrex 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.
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