Reporting to the Supervisor, the Bilingual Nurse Case Manager 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 Bilingual Nurse Case Manager 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 

• 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 the 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 public assistance 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 

• 5-7 years of case/patient management experience/health service experience  

• Demonstrated interpersonal skills with a winning customer service attitude and professional phone etiquette 

• Strong communication skills (written and verbal) Bilingualism (E/F) is an asset 

• Extensive knowledge of the MS therapeutic area is an asset 

• Flexibility to travel across North America (approx. 30% travel depending on site assignment)  

• Ability to flex with working hours