Bilingual Patient Support Specialist
IQVIA
full-time
Posted on:
Location Type: Office
Location: Halifax • 🇨🇦 Canada
Visit company websiteJob Level
Junior
About the role
- Provide services.
- Serve an instrumental role by delivering clinical support via telephone, email and web for product inquiries, treatment best practices and treatment administration troubleshooting to patients, pharmacists, physicians and other healthcare professionals (HCPs) as appropriate.
- Provide patient counseling according to pharmaceutical manufacturer requirements.
- Provide adherence and compliance support to patients.
- Manage all internal clinical referrals for the program.
- Retrieve and act on voicemail messages in accordance with established policy.
- When based in the contact center, manage the call queue in accordance with the established strategy.
- Report adverse events or drug-related adverse reactions within 24 hours or per manufacturer specifications.
- Responsible for conducting patients’ financial resource assessments (if applicable) as part of their designated support program.
- Responsible for delivering, managing and completing advanced navigation and reimbursement administration services on behalf of patients while coordinating program logistics with all stakeholders to ensure optimal patient outcomes.
- Determine the need for compassionate support, transition assistance and co-pay support based on program scope and make arrangements accordingly.
- Act as the program’s internal exceptional-case reviewer for the patient assistance program and provide approvals on behalf of pharmaceutical manufacturer clients for cases within predetermined authorizations and standards.
- Communicate directly with pharmaceutical manufacturers regarding exceptional cases that exceed predetermined authorizations and standards and require additional support.
- Perform other administrative support activities as needed by collecting information for patient records, including facilitating the preparation and submission of special authorization forms and insurance plan appeals where required.
Requirements
- Fully bilingual in French and English.
- Spanish proficiency is considered an asset.
- Minimum of one year of relevant experience, for example in pharmacy, patient assistance, nursing, specialty pharmaceuticals, customer service or in a call center environment.
- Ability and willingness to work a rotating schedule, 9:00 AM to 9:00 PM (rotating schedule), Monday to Friday.
- Excellent communication skills, strong telephone etiquette, attention to detail and the ability to quickly assess and respond to a variety of requests; ability to manage a high volume of inquiries with a positive attitude and resolve issues effectively.
- Demonstrated strong organizational and time-management skills, with the ability to follow established processes, meet deadlines, support administrative tasks and document required procedures accurately.
- Ability to multitask is essential for this role, as is flexibility regarding support hours.
- Proficiency with computer environments and common software (such as Excel, Word and Outlook).
- Strong ability to coordinate a range of patient services effectively, ensuring timely and continuous access to therapies.
- Ability to work collaboratively as part of a team and support colleagues.
- In-depth knowledge of health insurance and healthcare coverage, reimbursement navigation support, and an understanding of pharmacy transactions and claims review are considered strong assets.
- Ability to identify opportunities for personal, team and service improvement and propose practical solutions.
- A university or college degree is considered an asset.
Benefits
- Flexible work arrangements
- Wellness programs
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
patient counselingadherence supportcompliance supportfinancial resource assessmentsreimbursement administrationexceptional-case reviewinsurance plan appealspharmacy transactionsclaims review
Soft skills
bilingual communicationtelephone etiquetteattention to detailorganizational skillstime-management skillsmultitaskingflexibilitycollaborationproblem-solving
Certifications
university degreecollege degree