Bilingual Care Coordinator; Remote

Work Hours:

Monday to Friday - Standard Office Hours, Flexibility between 9 am to 7 pm

No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross‑functional teams.

Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

• We are 100% Canadian with locations across the country
• State‑of‑the‑art facilities to provide high‑quality products and services
• The opportunity to be a part of a winning, high‑performing team
• Collaborative, engaging workplace culture – we are passionate about our people!
• Flexible working environment that promotes a healthy work‑life balance
• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
• High‑growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry‑leading, in‑house corporate training offered throughout the year

Reporting to the Program Manager, the Care Coordinator is responsible for undertaking the management of specific projects or cases assigned to them with regards to case management and reimbursement, within the Specialty Services department. The Care Coordinator is responsible for overall management of their patient cases.

• Oversee the timely enrollment of patients into the Patient Support Program and acquire in‑depth knowledge of public/private and federal funding mechanism.
• Collaborate with patients, insurers, Nurse Navigators, and physicians to ensure the necessary documentation is provided for optimal reimbursement coverage, including investigating both public and private insurers and assisting with employer escalations when needed.
• Coordinate cases with insurance companies, physicians’ offices and healthcare professionals in order to maximize reimbursement solutions.
• Coordinate and manage all aspects required in order to obtain prescription drug coverage for patients.
• Implement Financial Means Test as required to maximize patient’s prescription drug coverage.
• Coordinate pharmacy processes required once funding has been obtained.
• Provide therapy guidelines and educational support to manage both patient and physician expectations based on the approved product monograph.
• Coordinate and track patient services to ensure timely access to therapy and continued support.
• Report Adverse Events and Severe Adverse Events (AE/SAEs) accordingly.
• Maintain case management service levels, including telephone response rates, and other established key performance indicators (KPIs).
• Regularly update the Customer Relationship Management (CRM) tool with accurate patient data and relevant entries.
• Foster a spirit of teamwork by collaborating effectively with internal teams.
• Act as a liaison, providing valuable feedback to the Program Manager regarding service quality, training, and other areas of importance.
• Identify and report obstacles to obtaining coverage, ensuring this information is communicated back to the Program.
• Adhere to company policies and procedures.
• Foster teamwork within internal support teams.
• Perform additional duties as assigned by the Manager.

• Post‑secondary education or equivalent in related discipline
• Bilingual in English and French is required
• Minimum 2 years’ experience in customer service, in an office setting
• Experience in the healthcare, pharmaceutical or insurance industry is an asset
• Strong customer service orientation and focus
• Highly organized with attention to…