Sentrex Health Solutions

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.

Bilingual

• 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.

Bilingual Senior Care Navigator – West Coast

• 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.

Bilingual Case Manager

• Under the supervision of the Field Supervisor, the Field Case Manager is responsible for managing various aspects of program service coordination for patients who have been prescribed medication by physicians.
• The Field Case Manager will provide program support services to patients and clinics which may include, but are not limited to, training clinics on program services and securing insurer coverage for medications under private and provincial plans.
• In addition, the Field Case Manager will ensure patients have timely access to their prescribed medications and will provide ongoing support to patients and clinics by leveraging excellent communication skills and available resources.
• Deliver patient support program services (in-clinic and virtual) within the assigned territory.
• Use PSP-related applications and software to complete reports, enrollment forms, reimbursement forms, and perform other program functions.
• Assist the PSP with medication dose reconciliation (comparing the patient's current medications to their medical history).
• Proactively evaluate PSP services and recommend changes to improve outcomes and service quality.
• Complete relevant reports, such as timesheets, expense reports, mileage claims, and validate CRM system reports in accordance with established program procedures.

Bilingual Field Health Case Manager

People Operations

• Provides administrative support to the People and Culture team with event/team building coordination, preparation for distribution/mailing of materials, preparation of PowerPoint presentations, HR reports, and other materials for HR/People Leaders meetings.
• Conducts on-going education for new hires on Sentrex benefits program.
• Provides daily HRIS system support to employees and managers as needed.
• Inputs new hire employees and creates new employee folders in the HRIS.
• Identifies issues and applies judgment to find proactive solutions within our HR system.
• Administers employee changes and updates employee information in HRIS (as required).
• Maintains accurate employee records in the HRIS by completing regular data audits, correcting discrepancies, and coordinating updates with payroll and other stakeholders to ensure data integrity.
• Tracks employee status changes such as promotions, role changes, departures and leave of absences.
• Acts as the first point of contact by providing a timely response to general HR inquiries received in the HR inbox and/or redirects emails to the appropriate HR personnel.
• Identifies opportunities to streamline or automate processes to continuously improve service delivery.
• Prepares letters (verification of employment) as requested by employees.
• Processes and maintains HR related documents and files, including electronic files.
• Supports and participates in Health and Safety initiatives and practices in the workplace, including adherence to applicable legislative requirements (i.e. OHSA, WSIB, etc.) and Company safety policies and procedures.
• Interprets policy and benefit information when responding to questions from employees.
• Manages the coordination of translation services for the People and Culture team as requested.
• Supports the People and Culture team with the distribution of regular communications and updates that are pertinent to employees and people leaders.
• Assists with ad hoc requests from the People and Culture team.
• Always maintains a high level of confidentiality.
• Additional duties as assigned by the manager.

People & Culture Coordinator

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, on-going 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.
• Maintains confidentiality of client and corporate information and discusses 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.
• Additional duties as determined by your manager.

Field Nurse Case Manager – Western Canada

Operations

• Lead the development and execution of the national pharmacy strategy to drive business growth and profitability.
• Deliver on annual revenue and EBITDA targets by optimizing operations, managing costs, and expanding pharmacy services.
• Oversee P&L for the national pharmacy network, identifying opportunities for margin expansion and sustainable growth.
• Evaluate new business models, partnerships, and market opportunities to advance pharmacy services and corporate performance.
• Ensure operational excellence across the national pharmacy network by standardizing processes, driving efficiency, and implementing best practices.
• Oversee compliance with all federal, provincial, and accreditation requirements, ensuring that pharmacy practices meet or exceed professional standards.
• Lead regulatory readiness and risk management strategies, proactively addressing issues that could impact business continuity.
• Act as the senior pharmacy representative in executive forums, client quarterly business reviews, and new business pitches.
• Build strong relationships with payers, manufacturers, physicians, and clinics to enhance service delivery and financial outcomes.
• Lead, mentor, and develop a high-performing pharmacy leadership team, ensuring accountability for both operational and financial results.
• Drive a culture of continuous improvement, collaboration, and innovation across the pharmacy network.
• Establish and execute national continuous improvement initiatives to optimize workflows, reduce costs, and improve service quality.
• Develop and monitor key performance indicators (KPIs) for both operational and financial success, ensuring corrective actions are implemented when required.
• Introduce new technologies, automation, and digital solutions to increase efficiency, scalability, and patient engagement.
• Lead by example and assume personal accountability for management decisions and actions, reporting either to internal or external partners, clients, and stakeholders.
• Cultivate a learning organization by encouraging knowledge-sharing and team development.
• Understand and manage all issues in a manner that is consistent with Sentrex Mission, Vision, Values, and brand.
• Responsible for talent management, team motivation and career development strategies.
• Other duties as assigned by your manager

Senior Director – National Pharmacy Operations

• 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 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.
• Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or Assistant Program Manager.
• Completes all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards.
• Flexible to work rotating shifts between 8am - 8pm (EST)

Case Manager Summer Intern – Fixed-Term

Pharmacist

• Accountable and responsible for clinical and technical aspects of drug distribution, including prescription clinical review/verification, patient counselling, resolving drug related problems, prescription adaptations/renewals as appropriate, prescription processing, filling and checking of medication
• Provide exemplary customer service to clinic staff, nurses and physicians primarily by phone/email
• Adherence to all relevant guidelines including the established Standard Operation procedures and all applicable regulatory requirements as set out by the provincial College of Pharmacists
• Inventory management and reconciliation which includes ordering, maintaining and organizing appropriate inventory and packaging supplies to support dispensing activities.
• Actively contribute to the ongoing review of policies and procedures as they pertain to medication dispensing, storage and cold chain transportation
• Provide direction, guidance and problem solving to pharmacy team with respect to daily tasks
• Developing and maintaining professional relationships with health care professionals, reimbursement coordinators, private payers and patients
• Billing prescriptions through pharmacy software (Kroll) ensuring all required documentation is adequate and appropriate including (but not limited to) accounts receivables, dosage and dosing intervals, third party billing restrictions, limited use codes, scheduled appointment dates, clinic locations, copayment management and coordination of benefits
• Liaison between insurance plans and physicians directly to ensure all necessary paperwork and information is provided to the patients plan for coverage review.
• Understanding, recognizing, resolving third party billing issues for high dollar value products
• Accurately entering data and dispensing medications to ensure arrival to the appropriate destination on time
• Patient follow-up calls
• Sterile compounding and/or release of compounded products
• Attends and participates in staff meetings as required
• Additional duties as assigned by the 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 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.