One Point Patient Care Specialist

Overview

WHO WE ARE When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and Green Shield was born as a non-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only non-profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body. Our mission is to create better health for all Canadians, and we know that starts with our employees.

Base Salary: CAD $51,383.

The One Point Patient Care Specialist is the primary point of contact for assigned physicians and their patients enrolled in the patient support program. This role ensures seamless coordination of care from enrollment through therapy initiation and ongoing treatment. Acting as a patient advocate, the One Point Patient Care Specialist facilitates communication between patients, physicians, and the pharmacy team, while also navigating reimbursement pathways and ensuring timely access to therapy.

Physician & Patient Communication

• Serve as the single point of contact for assigned physicians and patients.
• Provide ongoing updates to physicians regarding patient status and follow up to ensure continuity of care.
• Conduct welcome calls with new patients, gather relevant information, obtain consent, and introduce them to program offerings.
• Inform patients about available support services (case management, reimbursement support, self-injection training, prescription coordination, adherence support).
• Maintain professional, empathetic, and proactive communication to resolve client and patient issues.

Care Coordination & Patient Support

• Manage all patient starts from enrollment through therapy initiation.
• Ensure coordination of program services, including self-injection training and medication delivery.
• Contact patients periodically to confirm adherence and coordinate medication delivery schedules.
• Act as a patient advocate by exploring funding options, assisting with reimbursement processes, and supporting continuity of care.

Clinical & Reimbursement Expertise

• Maintain expert-level knowledge of assigned molecule(s).
• Demonstrate strong understanding of reimbursement mechanisms in public and private sectors, specifically within assigned territory.
• Administer financial means tests and manage all aspects of patient financial assistance, as applicable.
• Develop and maintain accurate documentation to support successful reimbursement outcomes.

Collaboration & Compliance

• Work collaboratively with Program Management, Patient Care Specialists, and Field/Case Managers to address escalations or interruptions in the patient journey.
• Ensure accurate and timely documentation in the CRM system.
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) promptly in accordance with policies and procedures.

• Post-secondary degree in healthcare, life sciences, nursing, pharmacy, or related field (or equivalent combination of education and experience).
• Minimum of 3–5 years of experience in patient support programs, case management, or specialty pharmacy setting (specifically reimbursement and patient data coordination).
• Strong understanding of reimbursement processes in Canadian healthcare (public and private).
• Excellent communication, organizational, and problem-solving skills.
• Demonstrated ability to work independently while collaborating effectively within a cross-functional team.
• Proficiency in CRM systems (at least one year of experience with Kroll preferred) and Microsoft Office Suite.
• Proficiency in Power BI preferred.
• Bilingualism (English/French) is considered a strong asset.

We believe a career should be meaningful. Not…