Case Manager

Job Summary

The Case Manager (CM) is expert point of contact offering case management support services to

patients and physicians. The CM will assist the patients, physicians, and nurses with the completion

of all program-specific paperwork. The CM will act as a resource to physicians who are prescribing

medications and patients who need on-going support. They are instrumental in removing any

reimbursement access barriers to treatment for patients, thereby ensuring that they can start on

therapy as quickly as possible. They thrive in an environment that emphasizes teamwork and

accountability, possesses a deep willingness to serve customers, and drives positive customer

experiences in a fast‐paced work environment while showing flexibility to adapt to competing

demands across the portfolio as required.

Duties And Responsibilities

• Ensure patient has been enrolled in the patient support program (PSP). Set the tone for a
  
  

warm welcome into the program.

• Provide direct telephone assistance to patients requiring reimbursement support.
• Provide patients and physicians with direct toll-free number
• Develop strong relationships with patients, caregivers, and their healthcare team by infusing
  
  

confidence, trust, security, and relief.

• Facilitate a patient’s access to a particular medication by offering reimbursement navigation
  
  

services.

• Investigate reimbursement options available to the patient and maximize the patient’s
  
  

coverage via private and public payers, while minimizing the financial assistance offered

through the PSP and/or out-of-pocket expenses for the patient.

• Represent the patient with private or public insurers to optimize drug coverage and assist
  
  

with the completion of Special Authorization (SA) and/or Prior Authorization (PA) forms,

when applicable.

• Coordinate with pharmacy drug coverage and dispensing. Troubleshoot any filling/billing
  
  

issues as required

• Liaise with PSP team to ensure optimal patient support and communication, if applicable
• Maintain ongoing and transparent communication with the patient’s healthcare team.
• Diligent record-keeping to ensure continuous care and exceptional customer and patient
  
  

experience.

• Uncover and proactively identify gaps and opportunities for improvement in patient
  
  

experience.

• Through patient-oriented solutions, manage challenging patient situations with empathy
  
  

and patience.

• Work with the site representatives to support specific customer needs.
• Act as a central resource liaison for program stakeholders, which include physicians, nurses,
  
  

patients, and clinics.

• Provide updates to internal and external stakeholders as requested and required.
• Perform data entry, answer inbound calls, make outbound calls, manage e-mail and fax
  
  

software, and perform general administrative functions including faxing and filing.

• Must be able to identify and report Adverse Events to Health Canada and enter into source
  
  

system and third-party systems, as applicable

• Report and document adverse events as per pharmacovigilance requirements.
• Participate in ongoing internal and/or external continuing education activities.
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives in keeping with the
  
  

company’s Quality Management System as well as specific performance indicators for the

project.

• Participate in proactive Health & Safety activities while performing all duties. Is responsible
  
  

to notify immediate supervisor of any Health & Safety risks or concerns.

• Maintains confidentiality of pharmaceutical partner(s) and corporate information and
  
  

discusses same only with appropriate Bayshore personnel.

• Complete other tasks as requested.
  
  

Qualifications

• Completion of post-secondary education or equivalent.
• Understanding of provincial and private coverage criteria, Special Authorization processes and how to navigate the Canadian drug coverage landscape is an asset
• Demonstrated expertise in delivering exceptional customer service and fostering positive relationships with internal and external stakeholders
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements)
• Experience in the healthcare, pharmaceutical, or insurance industry would be an asset
• Strong customer service, communication, problem-solving and interpersonal skills required.
• Demonstrates sensitivity and commitment to utilizing a patient-centric approach; is adept
  
  

to responding to a patient’s emotional, educational, and health literacy needs

• Making decisions using sound judgment, and meeting deadlines.
• Ease of working in a paperless environment.
• Mindful of accuracy and thoroughness of data entry for reporting requirements.
• Strong sense of organization, attention to detail, and ability to multi-task.
• Excellent written and verbal communication and interpersonal skills.
• Strong computer and technical skills: Excel, Word, Outlook, tablets, web portals/internet
  
  

use

• Ability to work in a quiet working environment with proven ability to work autonomously
  
  

within a remote/virtual team environment

• Established high speed internet access from home office.
• Flexibility to adapt and learn multiple programs based on demand.
  
  

Primary Location

Ontario