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TheBilingual Patient Services Specialistplays a key role in supporting patients, healthcare providers, and payers by coordinating administrative and reimbursementrelated activities for Patient Support Programs. In this role, you will work directly with patients, physician offices, private insurers, and provincial drug plans to helpfacilitateaccess to prescribed therapies.

Your focus will be on ensuring complete andaccuratedocumentation,expeditingreimbursement decisions where possible, and delivering a positive, professional patient experience. This position is well suited for candidates who enjoy patientfacing administrative work, problemsolving, and collaborating with multiple healthcare stakeholders in bothEnglish and French.

This is afulltime, fully remote role, with shifts scheduled within program operating hours of8:00 a.m. - 8:00 p.m. EST.

WhatYou'llDo:

• Serve as a bilingual point of contact for patients, insurers, and physician officesregardingreimbursement and patient support documentation
• Collect, review, andsubmitcompleted reimbursement forms to private and/or provincial drug plans
• Follow up with insurers and agencies to obtain coverage decisions and providetimelystatus updates
• Enter andmaintainaccuratecase notes, documentation, and outcomes in patient databases
• Escalate complex cases or issues outside program scopein accordance withestablished processes
• Provide reimbursement status updates and program information to healthcare professionals
• Supportpatientfollowups on behalf of physician offices to promote continuity of therapy
• Answer inbound calls, make outbound calls, and manage email and fax correspondence
• Accurately document and report Adverse Eventsin accordance withprogram and regulatory requirements
• Meet defined service levels, quality standards, and key performance indicators
• Participate in continuous improvement activities related to processes, quality, and training

Basic Requirements:

• High school diploma or equivalent, or an equivalent combination of education and experience
• 3+ years of related experience in an administrative, healthcare support, patient services, callcentre, or customer service role
• Fluency in English and French (verbal and written)
• Experience interacting directly with customers, patients, or clients
• Strong data entry, documentation, and administrative skills
• Ability to follow defined procedures, manage multiple priorities, and meet deadlines

Preferred Skills / Experience:

• Experience in Patient Support Programs (PSP), reimbursement support, or specialty pharmacy
• Familiarity with private and provincial drug plans in Canada
• Previoushealthcare, insurance, or pharmaceutical industry experience
• Experience working in a remote or virtual callbased environment
• Proficiencywith Microsoft Office (Word, Excel) and case management systems
• Strong attention to detail and comfort working in emotionally sensitive situations

Work Location, Travel & Physical Requirements:

• Fully remote - candidates may work from anywhere in Canada
• Must be legally eligible to work in Canada
• No travelrequired
• Role involves extended periods of computer use, phonebased communication, and data entry

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Aproposdu poste

LeoulaSpecialistebilinguedes services aux patientsjoueunrolecledans lesoutienaux patients, auxprofessionnelsde la sante et auxpayeursencoordonnantlesactivitesadministrativesetlieesauremboursementdans le cadre desprogrammesdesoutienaux patients. Danscerole, voustravaillerezdirectementavec les patients, les cabinetsmedicaux, lesassureurspriveset les regimes publicsprovinciauxafindefaciliterl'accesauxtraitementsprescrits.

Votreobjectifprincipal serad'assurerl'exhaustiviteetl'exactitudede la documentation,d'accelererlesdecisionsderemboursementlorsquepossible etd'offriruneexperiencepatient positive,professionnelleetempreinted'empathie. Ce posteconvientparticulierementauxpersonnesquiapprecientle travailadministratifencontact direct avec les patients, laresolutiondeproblemeset la collaboration avec de multiplesintervenantsdu milieu de la sante, tantenanglaisqu'enfrancais.

Ils'agitd'unposte a temps plein,entierementa distance, avec des quarts de travailplanifiesal'interieurdesheuresd'ouvertureduprogramme, soit de8 h a 20 h (HE).

Vosresponsabilites

• Agircommepoint de contactbilinguepour les patients, lesassureurset les cabinetsmedicauxrelativementauremboursementet a la documentation desprogrammesdesoutienaux patients
• Recueillir,reviseretsoumettrelesformulairesderemboursementcompletesaux regimespriveset/ouprovinciaux
• Effectuerdessuivisaupresdesassureurset desorganismesconcernesafind'obtenirdesdecisionsde couverture etfournirdes mises a jourentempsopportun
• Saisiretmaintenirdes notes decas,unedocumentation et desresultatsexacts dans les bases de donnees patients
• Escalader lescascomplexesoules situations hors du cadre duprogrammeconformementaux processusetablis
• Fournirauxprofessionnelsde la sante des mises a jour sur lestatutdesremboursementset del'informationsur lesprogrammes
• Effectuerdessuivisaupresdespatientsau nom des cabinetsmedicauxafindefavoriserlacontinuitedestraitements
• Repondreauxappelsentrants,effectuerdesappelssortantsetgererles communications parcourrielet partelecopieur
• Documenter etdeclareravecprecisionlesevenementsindesirablesconformementaux exigences duprogrammeet a lareglementation
• Respecter lesniveauxde serviceetablis, lesnormesdequaliteet lesindicateursde performancecles
• Participeraux initiativesd'ameliorationcontinuelieesaux processus, a laqualiteet a la formation

Exigences de base

• Diplomed'etudessecondairesouequivalent,ouunecombinaisonequivalentede formation etd'experience
• Plusde 3ansd'experiencepertinentedans unroleadministratif,ensoutienauxsoinsde sante, services aux patients,centred'appelsouservice a la clientele
• Maitrisedel'anglaiset du francais, al'oralcommeal'ecrit
• Experienced'interactiondirecteavec des clients, despatientsoudesusagers
• Solidescompetencesensaisiede donnees,endocumentation etenadministration
• Capaciteasuivredesproceduresdefinies, agererplusieursprioriteset a respecter lesecheanciers

Competencesetexperiencesouhaitees

• Experienceau sein deprogrammesdesoutienaux patients (PSP),ensoutienauremboursementouenpharmaciespecialisee
• Connaissancedes regimesd'assurancemedicamentsprivesetprovinciauxau Canada
• Experienceanterieuredans lessecteursdessoinsde sante, del'assuranceoudel'industriepharmaceutique
• Experiencede travail dans unenvironnementa distanceoudans uncentred'appelsvirtuel
• Maitrisede la suite Microsoft Office (Word, Excel) et dessystemesde gestion decas
• Grand souci dudetailetaisanceatravaillerdans des situationsemotionnellementsensibles

Lieu de travail,deplacementset exigences physiques

• Posteentierementa distance-possibilitedetravaillerden'importeouau Canada
• Admissibilitelegaleatravaillerau Canadarequise
• Aucundeplacementrequis
• Le posteimpliquede longuesperiodesde travail al'ordinateur, des communicationstelephoniqueset de lasaisiede donnees