Job Description
Bilingual Nurse Patient Experience Navigator – Remote
locations
CAN, NB, Remote
time type
Full time
job requisition id
JR0078088
Reporting to the Supervisor, the Nurse Patient Experience Navigator plays a vital role in the support for our patients within the patient assistance program. They will be responsible for managing all aspects of program support for assigned physicians or centers (hospital or clinics) in each geographical area and ensures that patients are provided easy access to the support program and access to their drug therapy. The Nurse Patient Experience Navigator will work directly within the reimbursement specialist to help secure funding as well as continuing to build a rapport with clinics and physicians.
Section A Patient Support
Duties and responsibilities generally include but are not limited to:
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 in a live inbound/outbound call center (including maintenance calls and adherence support both inbound and outbound as needed);
Understand the patient’s healthcare plan and provide opportunity for the patient to access support beyond program medication.
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 increase knowledge in order to better support and educate patients
Identify and report AE’s to health Canada, Med Info and enter source system and third-party systems
Section B Stakeholder Interactions
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;
Identifies opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.
Build relationships with key customers within area of responsibility to ensure that specifications and business requirements/ portfolio management is clearly established;
Operates as a liaison between vendors and manufacturer
2 Confidentiality Notice: This document, including any attachments, is for the sole use of its intended recipients and may cont ain confidential, proprietary and/or privileged information of McKesson Canada or its affiliates. Any unauthorized review, use, disclosure or distribution is prohibited.
Provide professional internal/external presentations
Develop customer management solutions in response to deficiencies in client service and/or operating processes
Virtual calls/meetings and seminars when applicable
Identifies business development or expanded service opportunities within existing client base, and works with th e Business Development staff to develop proposals; participate in presentations, sales and marketing efforts, trade shows and other networking activities as required
Researching and advocating for appropriate publicassistance resources for patients
Ensures high level of customer responsiveness with proactivity in addressing and solving issues
Review data to identify trends and issues to account strategy
Positive, “can-do” attitude and customer focused approach
Develop customer management objectives and represent customer needs internally in collaboration with Operations, Management and Manufacture.
Representing the voice of customer to the senior management team on important/urgent issues
Developing, maintaining and communicating a formal account strategy and portfolio of key growth opportunities
Ability to adapt to changing workload
Section C Key Requirements Communication & soft skills
Effective interpersonal and leadership skills
Ability to build and maintain professional, yet empathetic relationships;
Lead difficult conversations with key stakeholders and patients
Excellent written and verbal communication skills, bilingualism is preferred
Thrives in a team-oriented environment
Excellent presentation skills, both face to face and virtual
Technical & Business Understanding
Strong computer and software skills: Excel, Word, Outlook, Adobe
Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings.
Experience in data management/reporting tools is an asset
Strong business and financial acumen
Maintains confidentiality of client and corporate information and discusses same only with appropriate personnel
Traits
Efficient time management
Strong analytical and mathematical skills
Ability to motivate, influence and coach colleagues
Effective organizational skills; attention to detail
Requirements
Motivated, personable and agile personality with experience in stakeholder management and patient care
RN/RPN/LPN preferred; Registration with Provincial College of Nurses. Must be a member in good standing of respective regulatory college
5-7 years of case/patient management experience
Extensive knowledge of the MS therapeutic area preferred
Flexibility to travel across North America (approx. 30% travel depending on site assignment)
Ability to flex with working hours