Sentrex Health Solutions

Bilingual

• Reporting to the VP, Clinical Services, the Bilingual Clinical Nurse Educator is responsible for designing, delivering, and evaluating clinical training programs for partner clinics across Canada in both English and French.
• Develop training materials, lead virtual and in-person sessions, ensure clinical best practices are upheld, and support product or program adoption across the network.
• Plan, develop, and facilitate bilingual (EN/FR) training programs for partner clinics, internal teams, and service providers.
• Deliver virtual and in-person training sessions, including onboarding, skills-based workshops, refresher sessions, and continuing education.
• Provide clinical coaching, mentorship, and support to ensure safe, effective, and compliant practice across all partner locations.
• Create bilingual training materials including presentations, videos, e-learning modules, quick-reference guides, SOPs, and job aids.
• Maintain current knowledge of Canadian clinical regulations, accreditation standards, and provincial nursing requirements.

Bilingual Clinical Nurse Educator

• 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);
• 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;
• 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 escalate 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.

Bilingual Nurse Navigator, Ontario

• 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, Nurse Navigators, 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.
• Coordinate cases with insurance companies, physicians’ offices and healthcare professionals in order to maximize reimbursement solutions.
• Coordinate and manage all aspects required in order to obtain prescription drug coverage for patients.
• Implement Financial Means Test as required to maximize patient’s prescription drug coverage.
• Coordinate pharmacy processes required once funding has been obtained.
• Provide therapy guidelines and educational support to manage both patient and physician expectations based on the approved product monograph.
• Coordinate and track patient services to ensure timely access to therapy and continued support.
• 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.

Bilingual Care Coordinator

Manager

• Responsible for the timely enrollment of the patient into the Patient Support Program.
• 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 as required.
• Reviews the patient status and assists the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests.
• Provides therapy guidelines/education on the program to manage patient and physician expectations.
• Collects information and conducts patient financial assessment eligibility based on program guidelines.
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Reports Adverse Events/Severe Adverse Events (AE/SAEs) following approved SOPs.
• Maintain service levels in case management, including telephone answer rates, time to initiate contact with the patient, Adverse Events reported within twenty-four hours of receipt, and any other KPIs established as the Program level.
• Electronically updates the Customer Relationship Management (CRM) tool by providing timely patient and clinic information.
• Fosters and promotes a spirit of teamwork while working with internal patient support teams.
• Acts a liaison and provides ongoing feedback to the Program Manager based-on observations in the field and feedback from customers as it pertains to the quality of services, training, and other areas of importance.
• Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or Assistant Program Manager.
• Completes all relevant reports (timesheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards.
• Additional duties as requested by the Manager.

Case Manager

• Superviser le rendement régional des cliniques PerCuro et s’assurer qu’il est conforme aux objectifs stratégiques de l’entreprise et des clients.
• Travailler avec le directeur principal afin de surveiller et de gérer les résultats (profits et pertes) dans les cliniques qui lui sont attribuées pour s’assurer que les objectifs de rentabilité et de croissance sont atteints.
• Appuyer les stratégies régionales qui améliorent le rendement clinique, opérationnel et financier.
• Élaborer et mettre en œuvre des initiatives d’amélioration continue en collaboration avec des équipes interfonctionnelles.
• Surveiller et gérer l’utilisation des fauteuils et la capacité opérationnelle de chaque clinique afin d’assurer l’efficacité et de maximiser l’utilisation des ressources.
• Analyser et gérer l’utilisation des fournitures dans les cliniques afin de réduire le gaspillage et d’optimiser la rentabilité.
• Fournir un soutien en personne au moment de l’établissement de nouvelles cliniques, ce qui comprend la commande de matériel et l’installation de celui-ci sur place.
• Gérer directement une équipe régionale d’infirmières et d’infirmiers.
• Soutenir et élaborer le matériel de formation du personnel infirmier et le matériel des cliniques, y compris la traduction.
• Recruter, encadrer et développer le leadership et les talents cliniques en mettant en œuvre des stratégies de mentorat, de planification du rendement et de développement de carrière.
• Veiller à ce que les programmes répondent aux critères d’inscription des patients, aux normes de prestation de services et de rentabilité ainsi qu’à d’autres paramètres clés.

Gestionnaire régional des soins infirmiers

People Operations

• Develop and maintain effective business relationships with department heads ensuring the integration of planning and business needs with the appropriate HR strategies (services and support.)
• Provide People Leaders with strategic and consultative services on complex people matters.
• Investigate and resolve employee relations matters; consults with internal or external legal counsel when required.
• Collaborate with HR leadership to identify opportunities for process improvements, system enhancements and policy needs.
• Review, recommend, and draft new and/or make modifications to policies and procedures.
• Provide information and respond to questions from employees on internal HR programs, policies, benefits, payroll inquiries, systems, and processes.
• Provide assistance with corrective action/discipline activities including drafting documentation.
• Conduct exit interviews, identify trends, and work with leaders to create action plan/retention strategies as needed.
• Works with all key stakeholders in aspects of disability management which includes graduated return to work plans and/or accommodations.
• Develop briefing notes, presentations, and communications to support department needs.
• Balance the advocacy of employees with the requirements of the business to ensure decisions are fair.
• Supervise, support, and oversee the daily direction of a more junior HR role and play a key mentorship role to other HR team members.
• Ensure best practices are followed by staying current with employment legislation and HR industry developments, and contribute to continuous improvement by influencing HR strategies, policies, and procedures.
• Analyze HR metrics and support the business in making data-driven decisions.
• Collaborate with the HR team on DEI&B (Diversity, Equity, Inclusion & Belonging) initiatives, ensuring that the organization is educated, involved, and actively building a culture of inclusion & belonging.
• Collaborate with the Talent Acquisition team to integrate and embed DEI&B best practices in recruiting processes, candidate sourcing, and interview practices.
• Utilize HRIS data as appropriate to answer relevant business questions and communicate reporting data in a concise and user-friendly format.
• Contribute to cross-team initiatives, such as events, announcements, trainings, and other key deliverables.
• Train and support leaders through the annual performance review process.
• Develop and refine position descriptions and assist in job evaluations as required.
• Provide guidance to leaders on salary recommendations for new hires, and internal promotions.
• Work on team member engagement initiatives to improve culture and retention of talent.
• Serve as a workforce champion and promote a positive work environment and employee experience.
• Strive for continuous improvement and participate and/or lead with HR projects.
• Understands, performs, and manages all issues in a manner that is consistent with Sentrex Mission, Vision, Values, and brand.
• Build a great culture and foster a positive workplace environment in order to attract and retain great employees.

People & Culture Partner

Director

• People Management: Manages performance of Program Supervisors and supports management of Program Case Managers.
• Monitors the performance of staff members to assess training needs and requirements.
• Provides input for scheduling to provide adequate staffing and deployment; makes recommendations for required changes.
• Manage production of program-specific training materials and participate in training activities for new and existing employees/projects.
• Identify and implement staff recruiting strategies and participate in the hiring process.
• Program Management: Produce all project-related reporting.
• Responsible for the overall performance of the program and its respective services: reimbursement, patient coordination, medication management, etc.
• Performs and supports regular program audits and quality assurance reviews to ensure KPIs and client expectations are met.
• Manage and participate in program design and development activities (i.e., development of primary and secondary documentation, program manuals, SOPs, flows, and charts).
• Manage and participate in the project technical setup (i.e., telephony, data collection tools and processes, reports, and project reporting requirements).
• Manages day to day operational activities as required by Program and client as they relate to the agreed-upon Program deliverables.
• Create project-specific working instructions and take ownership of the development of the project master file.
• Collaborate with Director in defining and meeting program success indicators and performance parameters and include them in the quality assurance plan.
• Communicate program status effectively and on an ongoing, scheduled basis with PMO/Director/Client Solutions.
• Client Management: Lead client meetings (touchpoints & QBRs).
• Serves as the primary point of contact for internal/external partners, to address and resolve any program-specific inquiries.
• Manage day-to-day project activities (i.e., responding to client/internal inquiries and troubleshooting).
• Address ad hoc client requests and case escalations, coordinate internal resources, and communicate to external stakeholders.
• Strategic Planning and Development: Responsible for strategic project/client planning in collaboration with business development and client solutions.
• Ongoing evaluation of project strengths, weaknesses, and potential areas for improvement.
• Lead SHS CIP (Continuous Improvement Process) meetings and follow-up activities.
• Participate in consulting and/or research projects as necessary to support the project and other departmental projects and initiatives.
• Provides key insights based on reporting trends and field information.
• Provides strategic oversight and recommendations for the PSP and brand in collaboration with key program personnel, client solutions manager, and pharmaceutical partner.
• Other duties as assigned by your manager.

Associate Director, Patient Programs

• Responsible for the timely enrollment of the patient into the Patient Support Program.
• 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 as required.
• Reviews patient status and assists the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests.
• Provides therapy guidelines/education on the program to manage patient and physician expectations.
• Collects information and conducts patient financial assessment eligibility based on program guidelines.
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.
• Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient, Adverse Events reported within twenty-four hours of receipt and any other KPIs established as the Program level.
• Electronically updates the Customer Relationship Management (CRM) tool by providing timely patient and clinic information.
• Fosters and promotes a spirit of teamwork while working with internal patient support teams.
• Acts a liaison and provides ongoing feedback to the Associate Program Manager based-on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance.
• Provides back-up assistance to PSP Supervisors, Associate Program Managers and Programs Managers when required.
• Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or Associate Program Manager.
• Recommends corrective actions to ensure deliverables are met.
• Collaborates and participates in PSP team and client meetings as necessary.
• Ensures access to therapy has been expedited determined by effective coordination and tracking, according to Program KPIs.
• Completes all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards.
• Responsible for the creation of work-instructions and training documents as required by the program.
• Aids with program pre and post launch-activities.
• Update and revise training content based on ongoing business needs.
• Deliver training content and facilitate learning sessions in person and virtually while using a variety of methods.
• Manage multiple projects with tight deadlines while providing valuable input to enhance and customize processes that exceed operational needs.
• Be a subject matter expert as it relates to the CRM and Case Management for Patient Programs at Sentrex Health Solutions.
• Shadowing of case managers to provide training and support as needed.
• Provide ad-hoc support to multiple programs, teams, and departments.
• Assists with data clean-up as required.
• Provide additional support with other duties or projects as requested by PSP Management.

Bilingual Senior Case Manager

• Responsible for the timely enrollment of the patient into the Patient Support Program.
• 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 as required.
• Reviews the patient status and assists the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests.
• Provides therapy guidelines/education on the program to manage patient and physician expectations.
• Collects information and conducts patient financial assessment eligibility based on program guidelines.
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Reports Adverse Events/Severe Adverse Events (AE/SAEs) following approved SOPs.
• Maintain service levels in case management, including telephone answer rates, time to initiate contact with the patient, Adverse Events reported within twenty-four hours of receipt, and any other KPIs established as the Program level.
• Electronically updates the Customer Relationship Management (CRM) tool by providing timely patient and clinic information.
• Fosters and promotes a spirit of teamwork while working with internal patient support teams.
• Acts a liaison and provides ongoing feedback to the Program Manager based on observations in the field and feedback from customers as it pertains to the quality of services, training, and other areas of importance.
• Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or Assistant Program Manager.
• Additional duties as requested by the Manager.