Senior Case Manager Bilingual

About PSPSyncPSPSync is a dynamic and innovative provider of Patient Support Program (PSP) solutions, dedicated to enhancing access, adherence, and outcomes for patients prescribed specialty medications. We collaborate with pharmaceutical manufacturers, healthcare professionals, and pharmacies to streamline the patient journey and ensure seamless care.Position OverviewThe Senior Case Manager Bilingual (SCM) plays a key role in ensuring exceptional patient support and operational efficiency within PSPSync programs. This role combines high-level case management responsibilities with internal collaboration, leadership support, and quality assurance initiatives.Key Responsibilities:Serve as the first point of contact for internal team escalationsParticipate in monthly file audits, identifying key trends and training opportunitiesCollaborate closely with the Associate Program Manager (APM) on ad hoc PSP initiatives and special projectsSupport management with process improvements, team rollouts, and training effortsAssist with data integrity and clean-up initiatives, such as Exception Report managementPatient Support & Case Management:Act as the single point of contact for patients enrolled in the support program, and for prescribing physicians where applicableConduct welcome calls to gather information, introduce program services, and obtain required patient consentInform patients about all available program offerings, including reimbursement support, self-injection training, case management, prescription coordination, and compliance monitoringMaintain a strong understanding of the Canadian reimbursement landscape and emerging trendsLiaise with patients, insurers, and physicians to secure the required documentation for optimal reimbursementExplore both public and private coverage options to maximize accessComplete and review insurance paperwork before submission to insurersFollow up and advocate with payers until coverage is confirmedConduct financial means assessments and ensure financial assistance renewals are completed on timeMonitor and complete reimbursement renewals in a timely manner for assigned patient filesCoordinate with specialty pharmacies and clinics to ensure timely access to treatmentSupport specialty pharmacies with billing coordination as neededManage patient appointment schedules to maximize clinic and homecare efficiency—including scheduling, rescheduling, and collaborating with clinics/nursing teams on staffing challengesCommunicate appointment details to all relevant internal stakeholders (e.g. pharmacy, clinics, nursing teams)Quality, Reporting & Compliance:Work collaboratively with program leadership and peers to resolve concerns or escalations that may disrupt the patient journeyContact patients to support adherence and medication delivery coordinationReport all Adverse Events (AEs) and Product Quality Complaints (PQCs) immediately upon awareness, as per client requirementsMaintain accurate, up-to-date patient files and detailed case notes within the CRM databaseParticipate in continuous improvement initiatives related to quality, training, and process optimizationUphold a high standard of service delivery aligned with KPIs, including call answer rates, reimbursement timelines, AE reporting, and other key program metricsAct as a knowledgeable resource to internal and external stakeholders including patients, physicians, nurses, clinics, pharmacies, and the clientSupport data integrity and maintenance efforts as requiredQualificationsPost-secondary education in healthcare, life sciences, social services, or a related field.2+ years of experience preferred as a Case Manager, Reimbursement Specialist, or Patient Navigator role, preferably in specialty pharmaceuticals.Strong knowledge of Canadian private and public reimbursement systems (e.g., RAMQ, ODB, NIHB, etc.).Experience in training an assetExperience working with CRM platforms (Salesforce, ACCESS CRM, or similar).Excellent leadership, communication and interpersonal skills with a patient-centric approach.Ability to multitask, prioritize, and jump on wherever needed.Proactive, solution-oriented, and skilled at thinking criticallyBilingual (English/French) is required.Please note: The Company does not use artificial intelligence in the screening, assessment, or selection of applicants for this position. This job posting relates to an existing vacancy.Salary: $60,000 - $70,000Originally posted on Himalayas