Sentrex Health Solutions

Manager

• Adhere to Sentrex Policies and Procedures.
• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures.
• Process data entry activities of pertinent information received at different points of contact during the delivery of program services.
• Provide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials.
• Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management.
• Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team.
• Telephone support (including maintenance calls and adherence support both inbound and outbound as needed).
• Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers.
• Work directly with the care navigator and the physician to secure funding for their patient’s therapies; assist with alternative funding searches when needed.
• Attend patient meetings, conferences as needed to educate patients, providers regarding disease/product information and case management services.
• Must be able to identify and report adverse events to Health Canada, Med Info and enter source system and third-party systems as per training on updated Pharmacovigilance requirements.
• Maintain confidentiality of client and corporate information and discuss same only with appropriate personnel.
• 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.
• Participate in ongoing internal and/or external continuing education activities.
• Perform patient enrolment into the program and complete required follow-ups, according to program protocols and applicable departmental procedures.
• Proactively offer support and advocacy to patients and HCP which includes but is not limited to enrollment, facilitation of coverage renewals, and changes throughout the patient journey, as well as facilitating reimbursement support to physicians and patients.
• Provide ongoing support on disease state or product related questions, based on information provided as part of the program's materials, to ensure patient adherence, as dictated by the needs of the patient.
• Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients.
• Requires traveling to physician’s offices as requested by the physician’s office and/or the reporting manager.
• Strong analytical and problem-solving skills to address barriers and optimize patient care processes.
• Demonstrates strong customer service skills, with the ability to build trust and rapport with HCPs, patients, and stakeholders.

Field Nurse Case Manager – Atlantic Canada

Pharmacist

• Accurate processing of prescriptions for all programs/medications, including following up on insurance billing issues with third-party payers/patient support programs
• Provide exemplary customer service to clinic staff, nurses, and physicians primarily by phone/email
• Adherence to all relevant guidelines including the established Standard Operating Procedures and all applicable regulatory requirements as set out by the Provincial College of Pharmacists
• Ensure safe and appropriate storage of medications
• Actively contribute to the ongoing review of pharmacy policies and procedures
• Inventory management and reconciliation which includes ordering, maintaining, and organizing appropriate inventory and packaging supplies to support dispensing
• Developing and maintaining professional relationships with health care professionals, reimbursement coordinators, private payers, and patients
• Prepare medications for shipping, including packing into cold chain coolers
• Accurately arrange for delivery services/couriers so that prescriptions are received on-time by patients/clinics
• Call patients to schedule refills of medications
• Attends and participates in staff meetings
• Assist with other duties as assigned by pharmacist and/or manager within the scope of practice of role

Pharmacy Assistant

Bilingual

• Act as the primary point of contact for all patient related elements of the PSP.
• Responsible for the timely enrollment of the patient into the Patient Support Program.
• Telephone support (including maintenance calls and adherence support both inbound and outbound as needed).
• 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.
• Liaise with physicians’ offices, pharmacies, infusion/injection services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise.
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Review, analyze and validate information provided by patients for accuracy and completeness to ensure initiation and continuation of services.
• Maintain service levels in case management, including telephone answer rates, time to initiate contact with the patient, Adverse Events reported as per SOPs, and any other KPIs established as the Program level.
• Maintains accurate and timely patient/clinic information within the Customer Relationship Management (CRM) system.
• Fosters and promotes a spirit of teamwork while working with internal patient support teams.
• Identifies obstacles to obtaining coverage and channels this information to the PSP Supervisor.
• Follow‐up/advocate until a decision is received, ideally securing coverage for the patient.
• Maintains confidentiality of patient, client and corporate information and discusses same only with appropriate personnel.

Bilingual Care Navigator

Operations

• Lead regional strategy and performance
• Define and implement the strategy for Quebec in alignment with national priorities
• Be accountable for regional outcomes (growth, engagement, operational performance)
• Identify development opportunities with clinics, services, and therapeutic areas
• Translate strategic direction into concrete plans with measurable results
• Maintain an on-the-ground presence
• Ensure regular clinic presence across Quebec
• Build strong, trust-based relationships with healthcare professionals and partners
• Understand the realities, challenges, and opportunities specific to clinics
• Use field learnings to adjust strategies and improve programs
• Strengthen partnerships with clinics
• Ensure the quality and sustainability of clinic relationships
• Intervene in more complex or strategic situations as needed
• Ensure a consistent, high-quality experience at every touchpoint
• Anticipate and manage risks related to engagement or satisfaction
• Ensure operational excellence
• Lead execution and continuous improvement of programs and processes
• Implement efficient, scalable ways of working to support growth
• Identify pain points and propose concrete solutions
• Oversee deployment of new initiatives, services, or programs
• Support integration of Patient Support Programs (PSPs)
• Ensure effective integration of Patient Support Programs (PSPs)
• Work closely with field case managers (FCM)
• Improve the overall experience for clinics and patients
• Ensure effective issue management and follow-up
• Collaborate with medical teams, PSP, business development, and leadership
• Act as the primary point of contact for the region
• Share field insights to support decision-making
• Actively contribute to organizational initiatives
• Define and track performance indicators (KPIs)

Regional Director, Engagement & Operations

• Responsible for the timely enrollment of the patients into the Patient Support Program
• Responds to calls, emails and voicemails in a very efficient and friendly manner
• Navigates the Canadian reimbursement landscape with ease and confidence to secure coverage for various disease states, products, and testing
• Develop strong relationships with patients, caregivers, and their healthcare team by infusing confidence, trust, security, and relief
• Sets and processes tasks on time, and as required, to ensure an optimal patient and Physician experience
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy
• Prioritizes conflicting needs; handles all matters expeditiously, proactively, and follows-through on tasks to successful completion
• Electronically updates the Customer Relationship Management (CRM) and provides patients and clinics with timely proactive updates
• Successfully completes critical aspects of deliverables with a hands-on collaborative approach
• Reports Adverse Events / Severe Adverse Events (AE / SAEs) by following SOP guidelines
• Requirement to maintain outlined service levels for various clients, projects and initiatives
• Fosters and promotes a spirit of teamwork while working with various internal business units
• Acts as a liaison and provides ongoing feedback to the Manager based on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance
• Completes all relevant reports (billing, time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards
• Participates in building relationships crucial to the success of the organization, and manages a variety of special projects, some of which may have organizational impact
• Always maintains professionalism, and strict confidentiality with all materials, and exercises discretion when interfacing with the business
• Additional duties as required and as determined by your Manager.

Bilingual Patient Care Navigator

Nurse Navigator

• Adhere to Sentrex Policies and Procedures.
• Provide comprehensive device training to patients and/or designated care provider via virtual platforms.
• Deliver patient education on disease state, treatment expectation, medication storage and administration, adherence and safety considerations.
• Follow-up with patients and/or designated care providers to assess comfort with injection techniques, address concerns, and ensure continuity of therapy.
• Serve as the primary clinical escalation point for Care Navigators within the program.
• Assess clinical concerns, provide guidance, and escalate to Lead Nurse Field Supervisor when required.
• Assist Care Navigators with complex reimbursement cases, therapy disruptions, side effect reporting, and adherence challenges.
• Ensure accurate assessment and documentation of clinical information and program systems.
• Ensure all patient interactions are documented accurately, thoroughly, and in compliance with program protocols.
• Maintain familiarity with program workflows, reporting requirements, and therapeutic training updates.
• Build strong rapport with patients and/or designated care provider, acting as a supportive and reliable clinical resource throughout their treatment journey.
• Support program improvements, pilot initiatives, or process enhancements as directed by the Lead Nurse Field Supervisor.
• Attend team meetings, virtual coaching sessions.
• Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team.
• Attend key patient and stakeholder meetings, as well as relevant conferences, to support high quality disease education, product information, and case management services.
• Liaise with physicians’ offices, pharmacies, and clinic solutions to ensure comprehensive and coordinated service to patients and/or designated care provider.
• Participate in ongoing internal and/or external continuing education activities.
• Additional duties as determined by your Manager.

Nurse Care Navigator

Care Navigator

• Act as the primary point of contact for all patient related elements of the PSP.
• Responsible for the timely enrollment of the patient into the Patient Support Program.
• Telephone support (including maintenance calls and adherence support both inbound and outbound as needed).
• 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.
• Liaise with physicians’ offices, pharmacies, infusion/injection services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise.
• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.
• Review, analyze and validate information provided by patients for accuracy and completeness to ensure initiation and continuation of services.
• Maintain service levels in case management, including telephone answer rates, time to initiate contact with the patient, Adverse Events reported as per SOPs, and any other KPIs established as the Program level.
• Maintains accurate and timely patient/clinic information within the Customer Relationship Management (CRM) system.
• Fosters and promotes a spirit of teamwork while working with internal patient support teams.
• Identifies obstacles to obtaining coverage and channels this information to the PSP Supervisor.
• Follow‐up/advocate until a decision is received, ideally securing coverage for the patient.
• Maintains confidentiality of patient, client and corporate information and discusses same only with appropriate personnel.
• Additional duties as requested by the Manager.

• 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.

Bilingual Nurse Case Manager

General

• Cross-Program Coverage and Continuity
• Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs.
• Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs.
• Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements.
• Special Projects and Operational Support
• Provide dedicated support for special projects across the PSP, including process improvement initiatives, workflow stabilization, program transitions, coverage planning, and operational support as assigned.
• Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs.
• Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity.
• Advanced Reimbursement Support
• Apply extensive reimbursement expertise across multiple provinces, including public and private payer requirements, provincial coverage criteria, prior authorization processes, appeals, special authorization submissions, and employer or insurer escalations.
• Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers.
• Serve as a knowledgeable resource for complex reimbursement scenarios by supporting Care Navigators and PSP leadership with payer-specific requirements and escalation recommendations.
• Patient and Program Support
• Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support.
• Support timely patient enrollment, telephone support, maintenance calls, adherence follow-up, and ongoing case management as required by the assigned program.
• Review, analyze, and validate patient information for accuracy and completeness to support initiation and continuation of services.
• Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system.
• Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel.
• Complete additional duties as requested by the Manager.

Senior Care Navigator

Bilingual Senior Care Navigator – East Coast

• Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs.
• Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs.
• Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements.
• Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs.
• Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity.
• Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers.
• Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support.
• Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system.
• Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel.