Sentrex Health Solutions

Account Manager

• Manage in-clinic and virtual needs assessments and transitions when bringing new retina accounts online.
• Lead field team training and patient support program activities.
• Consult with manufacturers and prospective third-party clients on Ophthalmology landscape.
• Ensure accurate inventory management at participating ophthalmology clinics.
• Train clinic staff and support efficient day to day clinic operations.
• Liaise between patient support team and clinic staff to solve day to day challenges.
• Develop strong working relationships with clinic staff and physicians.
• Plan and Implement new SOP within the pharmacy to optimize support services for clients.
• Maintain close relationships with the pharmacy team to ensure service alignment.
• Maintain ongoing communication and service of each account thorough in person and or weekly virtual touch points.
• Support deliveries of medication when possible and identify improved logistic networks to optimize delivery of medication and supplies.
• Same day response to requests and/or questions from clinic staff and physicians.
• Other duties as assigned by your manager

Bilingual

• Support all field-related PSP health case management activities, including reporting, dose reconciliation, patient readiness, clinic management, and program services (e.g., reimbursement in line with client agreements).
• Troubleshoot and resolve challenges through effective communication with internal and external stakeholders to ensure timely resolution.
• Educate clinics on program services and address clinic challenges within the scope of the PSP and contractual agreements.
• Assist In-Clinic PSP Support Managers with program materials, service offerings, role expectations, and training.
• Report Adverse Events/Severe Adverse Events (AEs/SAEs) in compliance with approved SOPs.
• Conduct regular touchpoints to discuss clinic operations and health case manager performance, including ride-along visits with field case managers.
• Support the Program Manager in policy and practice development, ensuring adherence and seeking guidance for exceptional cases or non-compliant staff.
• Collaborate with personnel to manage clinic operations, provide updates, resolve issues, and offer timely feedback.
• Provide leadership and coaching to ensure quality standards and KPIs are achieved.
• Generate business reports/metrics to drive continuous operational improvements.
• Assist with recruitment, onboarding, training, and performance management of program personnel.
• Recommend corrective actions or follow-ups as necessary and engage additional resources as required.
• Participate in or lead internal and client meetings, handling day-to-day client communications as needed.
• Collaborate with internal and external colleagues to ensure optimal execution and performance of program-related services.
• Contribute to quality assurance and improvement initiatives to enhance program effectiveness.
• Engage in program design and development activities, including creating documentation, flowcharts, and processes.
• Assist in project technical setup, including telephony systems, data collection tools, and reporting requirements.
• Participate in feedback-gathering and sharing activities aligned with program goals.
• Implement contact center strategies to support case managers and enhance performance.
• Evaluate and improve scheduling processes to meet customer, safety, compliance, and operational standards.
• Monitor call quality and provide feedback on both soft skills and technical content for continuous improvement.
• Track results versus goals monthly, taking corrective action to meet business objectives.
• Analyze contact center data to generate reports and drive ongoing operational improvements.
• Support quality assurance and improvement initiatives, completing all required corrective and preventive actions (CAPA).
• Assist with other duties as assigned by the manager

Bilingual Patient Support Program Supervisor

Manager

• Foster and maintain strong, collaborative relationships with Patient Support Program (PSP) teams.
• Serve as the primary point of contact for all PSP-related infusion inquiries and escalations, ensuring timely and effective responses.
• Partner with Patient Support Programs to develop and optimize operational processes that support efficiency and continuity of service tailored to the requirements of each program.
• Design, implement, and maintain comprehensive training materials, documentation, tools, and procedures to support seamless collaboration between PSP teams and clinical service providers.
• Establish, monitor, and report on PSP key performance indicators (KPIs) to evaluate patient experience, program performance, and ensure data integrity across clinical partnerships.
• Collaborate with Program Managers and actively participate in pharmaceutical client meetings to align strategies and strengthen stakeholder relationships.
• Ensure adherence to patient support program protocols, procedures, and compliance requirements.
• Ensure infusion environments, processes, and materials are appropriate for special patient populations where required by program (e.g. pediatric, caregiver accommodations).
• Engage with PSPs and manufacturers to understand product-specific requirements for safe administration and ensure accurate and timely post-infusion reporting.
• Schedule and facilitate regular touchpoints with Patient Support Program leaders to promote continuous improvement and service excellence.
• Analyze and respond to patient and caregiver feedback in a timely manner, escalating issues to the Manager, Clinical Services and Partnerships for appropriate follow-up with infusion providers.
• Partner closely with scheduling teams to ensure patient and program needs are met, addressing challenges in a proactive and collaborative manner.
• Maintain clear and consistent communication between programs, facilitating meetings focused on infusion experiences, operational performance, and productivity.
• Collaborate with cross-functional partners to ensure cohesive and aligned operations across the organization.
• Ensure vendor compliance with established program protocols, procedures, and service standards.
• Partner with the Manager of Clinic Partnerships to enhance program, patient, and prescriber experiences by sharing feedback, identifying trends, and communicating operational challenges and opportunities.
• Assist with other duties as assigned by the manager.

Infusion Experience Manager

• 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 reimbursement specialist 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 AE’s to health Canada, Med Info and enter source system and third-party systems.
• 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.
• Development of training material and programs for new PSP team members.
• Adhere to Sentrex Health Solutions Policies and Procedures.
• 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 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.
• Report and document Adverse Events as per training on updated Pharmacovigilance requirements.
• Adhere to Sentrex Policies and Procedures.
• Requires traveling to physician’s offices as requested by the physician’s office and/or the reporting manager. 40% Travel required within Saskatchewan.
• Have access to your own vehicle and a good standing / valid license.

Account Manager

Bilingual Patient Support Program Supervisor

Infusion Experience Manager

Field Nurse Case Manager – Saskatchewan