60 Mobility Assistance jobs in Canada
Patient Support Specialist
Victoria, British Columbia
Cloud DX, Inc.
Posted today
Job Viewed
Job Description
Job Description
Job Description
Company Description
At Cloud DX, our mission is simple: We make healthcare better for everyone. As a leader in digital health, we deliver award-winning virtual care and remote patient monitoring solutions that empower patients to manage their conditions from the comfort of their home.
Our innovative technology improves outcomes for patients with chronic conditions, reduces costs for healthcare providers, and transforms care delivery across North America. Since 2014, we’ve been driving innovation and making a meaningful difference in the communities we serve.
Job DescriptionCloud DX is growing, and we’re looking for a Patient Support Specialist to join our team!
This part-time role offers flexibility, making it ideal for someone who can adapt to varying schedules. As a key point of contact for patients using our remote monitoring solutions, you’ll provide frontline support, assist with inquiries, and ensure patients can successfully complete their daily monitoring tasks. You’ll also identify and escalate technical issues as needed.
If you have experience in a support or teaching role and thrive in phone-based communication, we’d love to connect!
What You'll Do
- Deliver exceptional customer service to enhance the experience for customers, clinicians, and patients.
- Respond to customer inquiries via phone, live chat, and email, triaging requests and escalating as needed.
- Ensure records and correspondence are recorded correctly in the customer relationship management system (CRM) when completing compliance calls.
- Conduct follow-ups and scheduled callbacks to ensure timely resolution of issues.
- Monitor and assign internal support tickets, evaluate requests to determine appropriate next steps, and escalate high-priority issues to ensure timely resolution.
- Stay current with system information, changes, and updates.
- Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.
- Deliver exceptional customer service to enhance the experience for customers, clinicians, and patients.
- Respond to customer inquiries via phone, live chat, and email, triaging requests and escalating as needed.
- Ensure records and correspondence are recorded correctly in the customer relationship management system (CRM) when completing compliance calls.
- Conduct follow-ups and scheduled callbacks to ensure timely resolution of issues.
- Monitor and assign internal support tickets, evaluate requests to determine appropriate next steps, and escalate high-priority issues to ensure timely resolution.
- Stay current with system information, changes, and updates.
- Guide Clinician Clients and Prospects on the proper use of Cloud DX equipment and software.
Qualifications
Who You Are
- Team player: You are approachable, enjoy seeing others succeed, and love to jump in and support when needed.
- Comfortable on the phone: You have strong communication skills, excellent telephone etiquette, and can quickly assess and respond to a variety of inquiries.
- Detail Oriented: You notice the little things that make a big difference. In fact, if you’ve read this far, please include the word “Precision” in your application for bonus points.
- You’re Flexible! This is an hourly position, and while we strive to maintain consistent scheduling, flexibility is required.
- Great at multitasking. You’re experienced in handling a high volume of requests while staying organized and efficient.
- A natural problem solver. You take the initiative to find answers, conduct quick research when needed, and know when it’s time to escalate an issue.
- Passionate about helping others. You genuinely care about helping others, listening attentively to connect patients/clients with the support they need.
Additional Information
When applying to this position please include in your resume or cover letter:
- Your availability (specific days + hours you can work)
This advertiser has chosen not to accept applicants from your region.
0
Patient Support Representative
H4H Verdun, Quebec
beBeeCustomer
Posted today
Job Viewed
Job Description
Job Overview
This role is integral to our organization's customer service delivery, focusing on supporting patients and members via a call center environment.
- Excellent communication and interpersonal skills
- Able to work in a fast-paced environment with multiple priorities
- Demonstrated ability to provide exceptional customer service
- Career growth opportunities within the company
- Balanced work schedule to ensure work-life harmony
- Ongoing training and professional development
This advertiser has chosen not to accept applicants from your region.
1
Patient Support Specialist
J4A Boucherville, Quebec
beBeeCustomerSupport
Posted today
Job Viewed
Job Description
Job Description
We are seeking a highly skilled and empathetic Patient Support Specialist to join our team. As a Patient Support Specialist, you will play a critical role in providing exceptional customer service to patients and members within a call center environment.
Key Responsibilities:
- Manage inbound calls, emails, and chats to address inquiries, resolve issues, and provide information about Teladoc Health services.
- Ensure high customer satisfaction by addressing concerns professionally and efficiently.
- Occasionally handle crisis situations with poise and composure.
Requirements:
- Exceptional empathy and the ability to engage with members and patients on a genuine level.
- Exemplary organizational skills and the ability to manage multiple competing priorities in a fast-paced environment.
- A keen ability to adapt to new processes and thrive in a dynamic work environment.
- Bi-lingual English and French, is a requirement.
Benefits:
- Earn $24 CAD per hour.
- Minimum commitment of only 15 hours per week, with the opportunity to work more hours if desired.
- Flexible work schedule available.
- Gain in-demand experience in both healthcare and tech.
Other Benefits:
Opportunities for professional growth and development.
This advertiser has chosen not to accept applicants from your region.
2
Patient Support Representative
H9G Kirkland, Quebec
beBeePatientSupport
Posted today
Job Viewed
Job Description
Job Title
The Patient Support Representative plays a vital role in delivering exceptional customer experiences to patients and members within a call center environment.
This position involves managing inbound calls, emails, and chats to address inquiries, resolve issues, coordinate queues, and provide information about our services.
The representative ensures high customer satisfaction by addressing concerns professionally and efficiently, while occasionally handling crisis situations.
- Earn a competitive hourly rate.
- Enjoy a flexible schedule with opportunities to work more hours.
- Gain valuable experience in both healthcare and tech.
We are seeking an experienced Patient Support Representative who is bi-lingual English and French. This individual should possess exceptional empathy, organizational skills, and the ability to adapt to new processes.
Requirements- Bi-lingual English and French.
- Exceptional empathy and understanding of patient needs.
- Exemplary organizational skills and ability to manage multiple priorities.
- Able to adapt to new processes and thrive in a fast-paced environment.
- Competitive hourly rate.
- Flexible scheduling options.
- Opportunity to gain experience in healthcare and tech.
As a Patient Support Representative, you will be part of a dynamic team that values collaboration, innovation, and excellence.
This advertiser has chosen not to accept applicants from your region.
3
Patient Support Program Manager
Toronto, Ontario
Celltrion Healthcare Canada Limited
Posted today
Job Viewed
Job Description
ABOUT US
Celltrion Healthcare provides biosimilar and innovative biopharmaceutical medications to help increase patient access to advanced therapies around the world.
Celltrion Healthcare offers biologics to about 110 countries, along with more than 30 global partners around the world. With hands-on experience and knowledge accumulated through years of working in the advanced pharmaceutical markets around the world, Celltrion Healthcare has been securing distribution channels and providing patients with biosimilars at affordable prices.
POSITION SUMMARY
The PSP Manager is an important position within Celltrion Healthcare in Canada (CTHC).
This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected for 4-12 days per month, as determined by the manager and business needs.
Reporting to the Celltrion Healthcare Canada PSP Lead, this role will be responsible for the day to day oversight and operational implementation supporting one or more PSPs. The candidate will work collaboratively with the PSP provider on management of the program including KPI monitoring, management of costs, expansion of services and administration of program changes where required.
As a member of Celltrion’s PSP team, the successful candidate will also provide consultation and support across brands. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Sales, Legal, Finance, etc.) to deliver meaningful customer experiences. Candidates must be comfortable with continuous improvement and implementing change as well as embrace the opportunity to shape an area of strategic importance for Celltrion, all while keeping the patient at the center of everything we do.
Position may require up to 10% travel across geography.
KEY ROLES AND RESPONSIBILITIES
Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP.
- Manage the PSP budget to ensure costs stay within plan and return on investment is maximized.
- Provide daily program oversight and act as the key point of contact for PSP provider and program staff.
- Conduct weekly, monthly, and quarterly business reviews with PSP provider and Celltrion management team.
- Collect feedback from the program and communicate regularly to Celltrion functional leads and sales team.
- Manage and optimize Key Performance Indicators (KPIs) to maximize program impact across all elements including phone support, patient enrollments, and reimbursement navigation.
- Continuously strive to differentiate versus other PSPs, via exceptional patient and customer service.
- Ensure that bridged or compassionate patients transition to commercial therapy in a timely manner.
- Provide initial and ongoing education to PSP field staff and facilitate education of healthcare practitioners regarding PSP offerings.
- Adjudicate compassionate product requests and adverse event reporting requirements with support of Medical.
- Co-Pay Assistance program administration and optimization.
- Increase program efficiencies and minimize costs by optimizing program SOPs, processes, and staffing.
- Support program staffing recruitment through interviewing and selection of candidates.
- Act as conduit between Celltrion and PSP vendor managing the interactions with patients and prescribers to ensure timely issues resolutions.
Contribute to the success of the Celltrion PSP team and Celltrion Healthcare Canada’s cross-functional team.
- Ensure that CTHC field staff is well trained and versed to discuss features and benefits of the PSP to customers.
- Work collaboratively with Celltrion Market Access, troubleshoot payer specific reimbursement challenges and support appropriate response strategies.
- Work collaboratively with Celltrion Marketing, Market Access, and Sales teams to gather feedback and apply improvements to the PSP as required.
- Participate in annual Celltrion Brand Planning processes including both strategic and tactical planning.
WORK EXPERIENCE
- 5+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)
- Experience working with or within a pharmaceutical company.
- Experience working in biologics/biosimilars (immunology specifically Gastroenterology, Rheumatology, Dermatology, and Oncology)
- Experience with program launches, new service launches, program transitions considered an asset
- Strong understanding and experience in: managing patient support program costs and efficiencies, market access and reimbursement policies and practices in private and public sectors across Canada, and data analysis and reporting
PROFESSIONAL COMPETENCIES AND SKILLS
- Solid ability to quickly grasp diverse therapeutic areas.
- Demonstrated experience with execution of PSP updates, changes, and new service offerings.
- Strong analytical ability and experience working with KPIs, program statistics, and a variety of data sets.
- Demonstrated ability to manage multiple priorities, tasks, timelines, and dependencies. Strong project management skills: ability to stay on top of and lead multiple projects concurrently.
- Ability to proactively manage interactions and communications with stakeholders, capture feedback, resolve issues and implement mitigation plans.
- Strong understanding of the pharmaceutical sales and marketing functions, relationship building, value-based approaches, and sales-based metrics and KPIs.
- Customer facing experience required with an unwavering commitment to creating exceptional experiences for our patients and prescribers.
- Demonstrate enthusiasm, strong initiative, high sense of urgency, and comfort managing conflicts.
- Proven results delivering significant business changes within a fast-paced, cross-functional, and matrix environment.
- Demonstrated ability working cross-functionally to align, motivate, and coordinate team members to collectively define and achieve critical milestones.
- Excellent communicator – verbal, written and presentation skills.
- Bilingualism (English/French) considered an asset.
EDUCATION
- University Degree
- CCPE courses considered an asset
This advertiser has chosen not to accept applicants from your region.
4
Patient Support Program Manager
Toronto, Ontario
Celltrion Healthcare Canada Limited
Posted 4 days ago
Job Viewed
Job Description
ABOUT US
Celltrion Healthcare provides biosimilar and innovative biopharmaceutical medications to help increase patient access to advanced therapies around the world.
Celltrion Healthcare offers biologics to about 110 countries, along with more than 30 global partners around the world. With hands-on experience and knowledge accumulated through years of working in the advanced pharmaceutical markets around the world, Celltrion Healthcare has been securing distribution channels and providing patients with biosimilars at affordable prices.
POSITION SUMMARY
The PSP Manager is an important position within Celltrion Healthcare in Canada (CTHC).
This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected for 4-12 days per month, as determined by the manager and business needs.
Reporting to the Celltrion Healthcare Canada PSP Lead, this role will be responsible for the day to day oversight and operational implementation supporting one or more PSPs. The candidate will work collaboratively with the PSP provider on management of the program including KPI monitoring, management of costs, expansion of services and administration of program changes where required.
As a member of Celltrion’s PSP team, the successful candidate will also provide consultation and support across brands. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Sales, Legal, Finance, etc.) to deliver meaningful customer experiences. Candidates must be comfortable with continuous improvement and implementing change as well as embrace the opportunity to shape an area of strategic importance for Celltrion, all while keeping the patient at the center of everything we do.
Position may require up to 10% travel across geography.
KEY ROLES AND RESPONSIBILITIES
Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP.
- Manage the PSP budget to ensure costs stay within plan and return on investment is maximized.
- Provide daily program oversight and act as the key point of contact for PSP provider and program staff.
- Conduct weekly, monthly, and quarterly business reviews with PSP provider and Celltrion management team.
- Collect feedback from the program and communicate regularly to Celltrion functional leads and sales team.
- Manage and optimize Key Performance Indicators (KPIs) to maximize program impact across all elements including phone support, patient enrollments, and reimbursement navigation.
- Continuously strive to differentiate versus other PSPs, via exceptional patient and customer service.
- Ensure that bridged or compassionate patients transition to commercial therapy in a timely manner.
- Provide initial and ongoing education to PSP field staff and facilitate education of healthcare practitioners regarding PSP offerings.
- Adjudicate compassionate product requests and adverse event reporting requirements with support of Medical.
- Co-Pay Assistance program administration and optimization.
- Increase program efficiencies and minimize costs by optimizing program SOPs, processes, and staffing.
- Support program staffing recruitment through interviewing and selection of candidates.
- Act as conduit between Celltrion and PSP vendor managing the interactions with patients and prescribers to ensure timely issues resolutions.
Contribute to the success of the Celltrion PSP team and Celltrion Healthcare Canada’s cross-functional team.
- Ensure that CTHC field staff is well trained and versed to discuss features and benefits of the PSP to customers.
- Work collaboratively with Celltrion Market Access, troubleshoot payer specific reimbursement challenges and support appropriate response strategies.
- Work collaboratively with Celltrion Marketing, Market Access, and Sales teams to gather feedback and apply improvements to the PSP as required.
- Participate in annual Celltrion Brand Planning processes including both strategic and tactical planning.
WORK EXPERIENCE
- 5+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)
- Experience working with or within a pharmaceutical company.
- Experience working in biologics/biosimilars (immunology specifically Gastroenterology, Rheumatology, Dermatology, and Oncology)
- Experience with program launches, new service launches, program transitions considered an asset
- Strong understanding and experience in: managing patient support program costs and efficiencies, market access and reimbursement policies and practices in private and public sectors across Canada, and data analysis and reporting
PROFESSIONAL COMPETENCIES AND SKILLS
- Solid ability to quickly grasp diverse therapeutic areas.
- Demonstrated experience with execution of PSP updates, changes, and new service offerings.
- Strong analytical ability and experience working with KPIs, program statistics, and a variety of data sets.
- Demonstrated ability to manage multiple priorities, tasks, timelines, and dependencies. Strong project management skills: ability to stay on top of and lead multiple projects concurrently.
- Ability to proactively manage interactions and communications with stakeholders, capture feedback, resolve issues and implement mitigation plans.
- Strong understanding of the pharmaceutical sales and marketing functions, relationship building, value-based approaches, and sales-based metrics and KPIs.
- Customer facing experience required with an unwavering commitment to creating exceptional experiences for our patients and prescribers.
- Demonstrate enthusiasm, strong initiative, high sense of urgency, and comfort managing conflicts.
- Proven results delivering significant business changes within a fast-paced, cross-functional, and matrix environment.
- Demonstrated ability working cross-functionally to align, motivate, and coordinate team members to collectively define and achieve critical milestones.
- Excellent communicator – verbal, written and presentation skills.
- Bilingualism (English/French) considered an asset.
EDUCATION
- University Degree
- CCPE courses considered an asset
This advertiser has chosen not to accept applicants from your region.
5
Patient Support Program Manager
Mississauga, Ontario
Celltrion Healthcare Canada Limited
Posted 4 days ago
Job Viewed
Job Description
ABOUT US
Celltrion Healthcare provides biosimilar and innovative biopharmaceutical medications to help increase patient access to advanced therapies around the world.
Celltrion Healthcare offers biologics to about 110 countries, along with more than 30 global partners around the world. With hands-on experience and knowledge accumulated through years of working in the advanced pharmaceutical markets around the world, Celltrion Healthcare has been securing distribution channels and providing patients with biosimilars at affordable prices.
POSITION SUMMARY
The PSP Manager is an important position within Celltrion Healthcare in Canada (CTHC).
This role is determined to be a flexible worker, where on-site presence in the Toronto office is expected for 4-12 days per month, as determined by the manager and business needs.
Reporting to the Celltrion Healthcare Canada PSP Lead, this role will be responsible for the day to day oversight and operational implementation supporting one or more PSPs. The candidate will work collaboratively with the PSP provider on management of the program including KPI monitoring, management of costs, expansion of services and administration of program changes where required.
As a member of Celltrion’s PSP team, the successful candidate will also provide consultation and support across brands. This role will work closely and collaboratively with internal and external stakeholders, including HCPs, vendors and other cross-functional team members (Marketing, Medical, Market Access, Sales, Legal, Finance, etc.) to deliver meaningful customer experiences. Candidates must be comfortable with continuous improvement and implementing change as well as embrace the opportunity to shape an area of strategic importance for Celltrion, all while keeping the patient at the center of everything we do.
Position may require up to 10% travel across geography.
KEY ROLES AND RESPONSIBILITIES
Champion quality in the delivery of existing PSPs to continuously improve and streamline our existing PSP.
- Manage the PSP budget to ensure costs stay within plan and return on investment is maximized.
- Provide daily program oversight and act as the key point of contact for PSP provider and program staff.
- Conduct weekly, monthly, and quarterly business reviews with PSP provider and Celltrion management team.
- Collect feedback from the program and communicate regularly to Celltrion functional leads and sales team.
- Manage and optimize Key Performance Indicators (KPIs) to maximize program impact across all elements including phone support, patient enrollments, and reimbursement navigation.
- Continuously strive to differentiate versus other PSPs, via exceptional patient and customer service.
- Ensure that bridged or compassionate patients transition to commercial therapy in a timely manner.
- Provide initial and ongoing education to PSP field staff and facilitate education of healthcare practitioners regarding PSP offerings.
- Adjudicate compassionate product requests and adverse event reporting requirements with support of Medical.
- Co-Pay Assistance program administration and optimization.
- Increase program efficiencies and minimize costs by optimizing program SOPs, processes, and staffing.
- Support program staffing recruitment through interviewing and selection of candidates.
- Act as conduit between Celltrion and PSP vendor managing the interactions with patients and prescribers to ensure timely issues resolutions.
Contribute to the success of the Celltrion PSP team and Celltrion Healthcare Canada’s cross-functional team.
- Ensure that CTHC field staff is well trained and versed to discuss features and benefits of the PSP to customers.
- Work collaboratively with Celltrion Market Access, troubleshoot payer specific reimbursement challenges and support appropriate response strategies.
- Work collaboratively with Celltrion Marketing, Market Access, and Sales teams to gather feedback and apply improvements to the PSP as required.
- Participate in annual Celltrion Brand Planning processes including both strategic and tactical planning.
WORK EXPERIENCE
- 5+ years of Patient Support Program management experience within the pharmaceutical industry and/or 5+ years of relevant experience (market access, brand management, operations, etc.)
- Experience working with or within a pharmaceutical company.
- Experience working in biologics/biosimilars (immunology specifically Gastroenterology, Rheumatology, Dermatology, and Oncology)
- Experience with program launches, new service launches, program transitions considered an asset
- Strong understanding and experience in: managing patient support program costs and efficiencies, market access and reimbursement policies and practices in private and public sectors across Canada, and data analysis and reporting
PROFESSIONAL COMPETENCIES AND SKILLS
- Solid ability to quickly grasp diverse therapeutic areas.
- Demonstrated experience with execution of PSP updates, changes, and new service offerings.
- Strong analytical ability and experience working with KPIs, program statistics, and a variety of data sets.
- Demonstrated ability to manage multiple priorities, tasks, timelines, and dependencies. Strong project management skills: ability to stay on top of and lead multiple projects concurrently.
- Ability to proactively manage interactions and communications with stakeholders, capture feedback, resolve issues and implement mitigation plans.
- Strong understanding of the pharmaceutical sales and marketing functions, relationship building, value-based approaches, and sales-based metrics and KPIs.
- Customer facing experience required with an unwavering commitment to creating exceptional experiences for our patients and prescribers.
- Demonstrate enthusiasm, strong initiative, high sense of urgency, and comfort managing conflicts.
- Proven results delivering significant business changes within a fast-paced, cross-functional, and matrix environment.
- Demonstrated ability working cross-functionally to align, motivate, and coordinate team members to collectively define and achieve critical milestones.
- Excellent communicator – verbal, written and presentation skills.
- Bilingualism (English/French) considered an asset.
EDUCATION
- University Degree
- CCPE courses considered an asset
This advertiser has chosen not to accept applicants from your region.
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6
Head, Patient Support Services, Canada
Toronto, Ontario
Sanofi Group
Posted 3 days ago
Job Viewed
Job Description
**Reference No** .R2809535
**Position Title:** Head, Patient Support Services, Canada
**Department** : Specialty Care and Country Lead Canada
**Location:** North York, Toronto (Hybrid) requiring office attendance 3 days per week
**About the Job**
At Sanofi, we are driven by one purpose: **_we chase the miracles of science to improve people's lives._** Our company has undergone an incredible transformation to modernize and put science at the center of everything we do. By operating as 'One Sanofi,' we continue to take decisive action with speed and to focus on consistent execution. Today, we are at an **_inflection point_** in our transformation. We are an **_R&D-driven, AI-powered_** biopharma company committed to **_improving people's lives_** and **_delivering compelling growth._** Our ambition is fueled by a culture of high performance and belonging, underpinned by four core values: **_Aim Higher, Act for Patients, Be Bold,_** and **_Lead Together._**
Sanofi Canada includes three commercial business units dedicated to Specialty Care, Vaccines, and General Medicines with our teams situated in our state-of-the-art Vaccines manufacturing campus in northern Toronto. Together we employ approximately 2,000 people.
Sanofi's Specialty Care business unit focuses on rare diseases, rare blood disorders, neurology, immunology, and oncology. Sanofi's ambition is to leverage science and innovation to improve people's lives and be the industry leader in immunology and oncology. Its approach is shaped by a long history of developing highly specialized treatments and forging close relationships with physician and patient communities.
As Sanofi's largest Global Business Unit, representing half of the company's revenue, General Medicines provides a comprehensive portfolio of solutions for cardio-metabolic-renal conditions, including diabetes, cardiovascular diseases, and transplant care. Our portfolio features some of the most trusted medicines globally, forming the foundation of today's treatment standards. By 2030, we aim to reverse the course of chronic diseases. By combining the strength of our established medicines with the power of digital innovation and technology, we strive to transform health outcomes for millions and set new benchmarks for care.
**Position Overview**
The Head, Patient Support Services (PSS) Canada is accountable for the ensuring the continued progress of Specialty Care PSS and the integration of General Medicines PSS into one cohesive program. This individual is responsible for developing the Long-Term PSS Plan to become a best-in-class PSS, ensuring scale-up planning and PSS launch excellence for Sanofi's Specialty Care pipeline.
This individual is also responsible for PSS programs which includes the Dupixent PSP, a top 10 product in Canada, ensuring prescribed patients receive and maintain their treatment.
Our pipeline has multiple planned launches in the next 5 years, requiring us to continually evolve the PSS function, to meet the needs of our providers and patients.
The successful candidate will be required to bring innovation to Sanofi PSPs as measured through KPI assessments; The individual will also be responsible to integrate the two teams and create maximum impact.
This influential leader reports directly to the General Manager and is a member of the Sanofi Specialty Care leadership team.
The successful candidate must have proven professional experience in pharma commercial roles (Marketing/Sales) and in PSP/Vendor management. An understanding of PSP CRM requirements is a strong asset.
**Key Responsibilities**
**Strategic Leadership**
+ Develop and implement Sanofi Strategic Short- and Long-Term PSS Plan
+ Lead the development of best-in-class PSS strategies in a complex environment
+ Drive innovation and operational excellence across patient support programs
+ Ensure scale-up planning and PSS launch excellence for Sanofi's Specialty pipeline
+ Partner with global and local stakeholders to represent Canada's needs within the global PSS framework
+ Understand the changing market dynamics that present opportunities or challenges and provide recommendations across all therapeutic areas
**Operational & Financial Management**
+ Foster and develop the team, manage department budget and resources
+ Optimize PSS department costs while maintaining program quality
+ Lead vendor management and contract negotiations
+ Ensure operational excellence and compliance across all programs
+ Drive continuous process improvement and efficiency initiatives
+ Work closely with Finance partner to adhere to financial and business goals as well as overall financial management of the PSS department
+ Support PSS Leads to negotiate new contracts and renewals that regulate and enforce high performance standards among our vendor partners, and supervise the vendor RFP review and selection
**Leadership & Team Management**
+ Lead and develop a high-performing team
+ Create an inclusive and diverse culture promoting talent development
+ Provide strategic guidance and mentorship to team members
+ Ensure cross-therapeutic area PSP best practice sharing
+ Represent PSS Function on the Canadian Specialty Care Leadership Team
+ Develop a strong, cohesive team and ensure talent management for each member of the team
+ Construct an environment of learning and development to build centralized PSS capabilities, establish best practices, and evolve the talent for the future
+ Work across North America PSS as needed
**Cross-functional Collaboration**
+ Partner with local and global stakeholders across commercial, medical, and centralized functions
+ Work closely with Legal, Compliance, Medical, and PV teams to ensure that all Sanofi patient programs maintain the highest level of ethics and compliance
+ Collaborate with Finance partners on business goals and financial management
+ Represent Canada in global PSS initiatives and at key Global stakeholder meetings
+ Work collaboratively with franchise and cross-functional stakeholders (locally and globally) to develop programs and processes that will maximize efficiency and effectiveness of the PSS
**Innovation & Technology**
+ Champion technology adoption for program efficiencies
+ Oversee CRM upgrades and cloud-based analytics solutions
+ Drive digital transformation initiatives within PSS programs
+ Identify and implement innovative solutions for patient support
+ Be a technology advocate as it relates to creating program efficiencies and implementing these enhancements through the PSP partner
**Quality & Compliance**
+ Ensure sharing of best practices, audit readiness, SOP compliance, and cost effectiveness implementation across franchises/products
+ Ensure all training requirements of the program such as PV/AE, product and program are met as required by our PSP SOP for programs
+ Assess PSS analytics to identify opportunities to modify processes that improve the PSS experience throughout the customer journey
+ Accountable for partnering on the identification and implementation of strong patient program metrics or key performance indicators
**Authority Level & Decision Making**
+ Financial authority up to grade 4 DOA limit (50K)
+ Strategic decision-making authority for PSS programs
+ Team leadership and resource allocation authority
+ Vendor selection and management authority within defined limits
**Performance Indicators**
+ Achievement of strategic PSS objectives
+ Financial performance within budget constraints
+ Program quality and patient satisfaction metrics
+ Team development and engagement scores
+ Innovation implementation success rates
+ Compliance and audit readiness
**About You**
**Qualifications and Experience**
+ 10-15 years professional experience in pharma commercial roles (Marketing/Sales) with proven experience of PSP/Vendor management
+ Ability to set overall strategy short & long term - and to operationalize it through strong leadership skills
+ In-depth knowledge of the various specialty product distribution and service company business models
+ Minimum of 5 years of People management experience - Proven record of successful team leadership with increasing responsibilities
+ Demonstrated experience leading complex, sensitive, cross-functional change management initiative with global and local stakeholders (external & internal)
+ Strong strategic thinking, analytical, financial, and communication skills
+ Demonstrated ability to successfully collaborate and gain alignment with multiple internal and external stakeholders to develop, execute, and monitor programs
+ Strong ability to influence at all levels of the organization.
+ Canadian pharmaceutical experience managing / supporting patient support programs
+ Sense of urgency, passion for the role, patient focus with a results orientation
+ Experience with biologic self-injectable and/or infused products an asset.
+ Strong anticipatory and reactive problem-solving skills.
+ Bilingual (English/French) a strong asset
**Why Choose Us?**
+ Bring the miracles of science to life alongside a supportive, future-focused team.
+ Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
+ Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
+ Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs
This position is for a new vacant role that we are actively hiring for?
Sanofi is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.
#GD-SG ?
#LI-GZ
#LI-Remote
**Pursue** **_progress_** **, discover** **_extraordinary_**
Better is out there. Better medications, better outcomes, better science. But progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let's be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video ( and check out our Diversity Equity and Inclusion actions at sanofi.com ( !
_North America Applicants Only_
The salary range for this position is:
$165,800.00 - $39,466.66
All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs. Additional benefits information can be found through the LINK ( .
La fourchette salariale pour ce poste est la suivante:
165,800.00 - 239,466.66
Toute compensation sera déterminée en fonction de l'expérience démontrée. Les employés peuvent être admissibles à participer aux programmes d'avantages sociau de l'enterprise. Des informations supplémentaires sur les avantages sont disponibles via le lien ( .
Global Terms & Conditions and Data Privacy Statement ( is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.
With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting or via our movie We are Sanofi ( an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.
All in for Diversity, Equity and Inclusion at Sanofi - YouTube (
**Position Title:** Head, Patient Support Services, Canada
**Department** : Specialty Care and Country Lead Canada
**Location:** North York, Toronto (Hybrid) requiring office attendance 3 days per week
**About the Job**
At Sanofi, we are driven by one purpose: **_we chase the miracles of science to improve people's lives._** Our company has undergone an incredible transformation to modernize and put science at the center of everything we do. By operating as 'One Sanofi,' we continue to take decisive action with speed and to focus on consistent execution. Today, we are at an **_inflection point_** in our transformation. We are an **_R&D-driven, AI-powered_** biopharma company committed to **_improving people's lives_** and **_delivering compelling growth._** Our ambition is fueled by a culture of high performance and belonging, underpinned by four core values: **_Aim Higher, Act for Patients, Be Bold,_** and **_Lead Together._**
Sanofi Canada includes three commercial business units dedicated to Specialty Care, Vaccines, and General Medicines with our teams situated in our state-of-the-art Vaccines manufacturing campus in northern Toronto. Together we employ approximately 2,000 people.
Sanofi's Specialty Care business unit focuses on rare diseases, rare blood disorders, neurology, immunology, and oncology. Sanofi's ambition is to leverage science and innovation to improve people's lives and be the industry leader in immunology and oncology. Its approach is shaped by a long history of developing highly specialized treatments and forging close relationships with physician and patient communities.
As Sanofi's largest Global Business Unit, representing half of the company's revenue, General Medicines provides a comprehensive portfolio of solutions for cardio-metabolic-renal conditions, including diabetes, cardiovascular diseases, and transplant care. Our portfolio features some of the most trusted medicines globally, forming the foundation of today's treatment standards. By 2030, we aim to reverse the course of chronic diseases. By combining the strength of our established medicines with the power of digital innovation and technology, we strive to transform health outcomes for millions and set new benchmarks for care.
**Position Overview**
The Head, Patient Support Services (PSS) Canada is accountable for the ensuring the continued progress of Specialty Care PSS and the integration of General Medicines PSS into one cohesive program. This individual is responsible for developing the Long-Term PSS Plan to become a best-in-class PSS, ensuring scale-up planning and PSS launch excellence for Sanofi's Specialty Care pipeline.
This individual is also responsible for PSS programs which includes the Dupixent PSP, a top 10 product in Canada, ensuring prescribed patients receive and maintain their treatment.
Our pipeline has multiple planned launches in the next 5 years, requiring us to continually evolve the PSS function, to meet the needs of our providers and patients.
The successful candidate will be required to bring innovation to Sanofi PSPs as measured through KPI assessments; The individual will also be responsible to integrate the two teams and create maximum impact.
This influential leader reports directly to the General Manager and is a member of the Sanofi Specialty Care leadership team.
The successful candidate must have proven professional experience in pharma commercial roles (Marketing/Sales) and in PSP/Vendor management. An understanding of PSP CRM requirements is a strong asset.
**Key Responsibilities**
**Strategic Leadership**
+ Develop and implement Sanofi Strategic Short- and Long-Term PSS Plan
+ Lead the development of best-in-class PSS strategies in a complex environment
+ Drive innovation and operational excellence across patient support programs
+ Ensure scale-up planning and PSS launch excellence for Sanofi's Specialty pipeline
+ Partner with global and local stakeholders to represent Canada's needs within the global PSS framework
+ Understand the changing market dynamics that present opportunities or challenges and provide recommendations across all therapeutic areas
**Operational & Financial Management**
+ Foster and develop the team, manage department budget and resources
+ Optimize PSS department costs while maintaining program quality
+ Lead vendor management and contract negotiations
+ Ensure operational excellence and compliance across all programs
+ Drive continuous process improvement and efficiency initiatives
+ Work closely with Finance partner to adhere to financial and business goals as well as overall financial management of the PSS department
+ Support PSS Leads to negotiate new contracts and renewals that regulate and enforce high performance standards among our vendor partners, and supervise the vendor RFP review and selection
**Leadership & Team Management**
+ Lead and develop a high-performing team
+ Create an inclusive and diverse culture promoting talent development
+ Provide strategic guidance and mentorship to team members
+ Ensure cross-therapeutic area PSP best practice sharing
+ Represent PSS Function on the Canadian Specialty Care Leadership Team
+ Develop a strong, cohesive team and ensure talent management for each member of the team
+ Construct an environment of learning and development to build centralized PSS capabilities, establish best practices, and evolve the talent for the future
+ Work across North America PSS as needed
**Cross-functional Collaboration**
+ Partner with local and global stakeholders across commercial, medical, and centralized functions
+ Work closely with Legal, Compliance, Medical, and PV teams to ensure that all Sanofi patient programs maintain the highest level of ethics and compliance
+ Collaborate with Finance partners on business goals and financial management
+ Represent Canada in global PSS initiatives and at key Global stakeholder meetings
+ Work collaboratively with franchise and cross-functional stakeholders (locally and globally) to develop programs and processes that will maximize efficiency and effectiveness of the PSS
**Innovation & Technology**
+ Champion technology adoption for program efficiencies
+ Oversee CRM upgrades and cloud-based analytics solutions
+ Drive digital transformation initiatives within PSS programs
+ Identify and implement innovative solutions for patient support
+ Be a technology advocate as it relates to creating program efficiencies and implementing these enhancements through the PSP partner
**Quality & Compliance**
+ Ensure sharing of best practices, audit readiness, SOP compliance, and cost effectiveness implementation across franchises/products
+ Ensure all training requirements of the program such as PV/AE, product and program are met as required by our PSP SOP for programs
+ Assess PSS analytics to identify opportunities to modify processes that improve the PSS experience throughout the customer journey
+ Accountable for partnering on the identification and implementation of strong patient program metrics or key performance indicators
**Authority Level & Decision Making**
+ Financial authority up to grade 4 DOA limit (50K)
+ Strategic decision-making authority for PSS programs
+ Team leadership and resource allocation authority
+ Vendor selection and management authority within defined limits
**Performance Indicators**
+ Achievement of strategic PSS objectives
+ Financial performance within budget constraints
+ Program quality and patient satisfaction metrics
+ Team development and engagement scores
+ Innovation implementation success rates
+ Compliance and audit readiness
**About You**
**Qualifications and Experience**
+ 10-15 years professional experience in pharma commercial roles (Marketing/Sales) with proven experience of PSP/Vendor management
+ Ability to set overall strategy short & long term - and to operationalize it through strong leadership skills
+ In-depth knowledge of the various specialty product distribution and service company business models
+ Minimum of 5 years of People management experience - Proven record of successful team leadership with increasing responsibilities
+ Demonstrated experience leading complex, sensitive, cross-functional change management initiative with global and local stakeholders (external & internal)
+ Strong strategic thinking, analytical, financial, and communication skills
+ Demonstrated ability to successfully collaborate and gain alignment with multiple internal and external stakeholders to develop, execute, and monitor programs
+ Strong ability to influence at all levels of the organization.
+ Canadian pharmaceutical experience managing / supporting patient support programs
+ Sense of urgency, passion for the role, patient focus with a results orientation
+ Experience with biologic self-injectable and/or infused products an asset.
+ Strong anticipatory and reactive problem-solving skills.
+ Bilingual (English/French) a strong asset
**Why Choose Us?**
+ Bring the miracles of science to life alongside a supportive, future-focused team.
+ Discover endless opportunities to grow your talent and drive your career, whether it's through a promotion or lateral move, at home or internationally.
+ Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
+ Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs
This position is for a new vacant role that we are actively hiring for?
Sanofi is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. We welcome and encourage applications from all qualified applicants. Accommodations for persons with disabilities required during the recruitment process are available upon request.
#GD-SG ?
#LI-GZ
#LI-Remote
**Pursue** **_progress_** **, discover** **_extraordinary_**
Better is out there. Better medications, better outcomes, better science. But progress doesn't happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let's be those people.
At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.
Watch our ALL IN video ( and check out our Diversity Equity and Inclusion actions at sanofi.com ( !
_North America Applicants Only_
The salary range for this position is:
$165,800.00 - $39,466.66
All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs. Additional benefits information can be found through the LINK ( .
La fourchette salariale pour ce poste est la suivante:
165,800.00 - 239,466.66
Toute compensation sera déterminée en fonction de l'expérience démontrée. Les employés peuvent être admissibles à participer aux programmes d'avantages sociau de l'enterprise. Des informations supplémentaires sur les avantages sont disponibles via le lien ( .
Global Terms & Conditions and Data Privacy Statement ( is dedicated to supporting people through their health challenges. We are a global biopharmaceutical company focused on human health. We prevent illness with vaccines, provide innovative treatments to fight pain and ease suffering. We stand by the few who suffer from rare diseases and the millions with long-term chronic conditions.
With more than 100,000 people in 100 countries, Sanofi is transforming scientific innovation into healthcare solutions around the globe. Discover more about us visiting or via our movie We are Sanofi ( an organization, we change the practice of medicine; reinvent the way we work; and enable people to be their best versions in career and life. We are constantly moving and growing, making sure our people grow with us. Our working environment helps us build a dynamic and inclusive workplace operating on trust and respect and allows employees to live the life they want to live.
All in for Diversity, Equity and Inclusion at Sanofi - YouTube (
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7
Spcialiste du soutien aux patients / Patient Support Specialist
Kanata, Ontario
IQVIA
Posted 3 days ago
Job Viewed
Job Description
**Objet de l'emploi :**
Dans une capacité sur le terrain ou dans un centre de contact, le spécialiste des solutions de soutien aux patients (PSS) agit en tant que liaison et ressource centrale du programme de soutien aux patients et répond aux appels et aux communications entrants du programme PSS dans le respect des normes et des spécifications de qualité pour des utilisateurs finaux préétablis spécifiques du programme (praticiens de la santé, patients, etc.). Effectue des appels sortants tels qu'ils s'appliquent aux exigences spécifiques du programme PSS. Le spécialiste des solutions de soutien aux patients offre un service et un soutien continus à la liste préétabli des utilisateurs finaux des programmes de solutions de soutien aux patients sti en tirant parti d'une capacité avancée pour faciliter la navigation de l'assurance médicaments au nom des patients selon la province de résidence du patient.
**Devoirs et responsabilités :**
_Prestation de services_
+ Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
+ Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
+ Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
+ Fournit un soutien à l'observance et à la conformité aux patients.
+ S'occupe de toutes les références cliniques internes du programme.
+ Récupère et agit sur les messages vocaux conformément à la politique établie.
+ Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
+ Signale les effets indésirables ou les réactions indésirables à un médicament dans un délai d'un jour ouvrable ou selon les spécifications du fabricant.
+ Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
+ Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
+ Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
+ Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
+ Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
+ Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
_Excellence et perfectionnement du service_
+ Respecte les normes de qualité et contribue à l'excellence du service.
+ Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
+ Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
+ Contribue au maintien d'un milieu de travail sain.
+ Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
+ Participer aux séances d'orientation et de formation continue du personnel, au besoin.
+ Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
+ Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
+ Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
**Qualifications requises :**
+ La maîtrise du français ou de l'espagnol est considérée comme un atout.
+ Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
+ Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
+ Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
+ Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
+ La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
+ Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
+ Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
+ Capacité à travailler en équipe et à soutenir ses collègues.
+ Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
+ Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
+ Un diplôme universitaire ou collégial est considéré comme un atout.
Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d'IQVIA situés partout au Canada et à travers le monde, par conséquent, une connaissance fonctionnelle de l'anglais, tant à l'écrit qu'à l'oral, est nécessaire à l'exercice des fonctions de ce poste.
Comme nos équipes de recrutement sont mondiales, veuillez soumettre votre CV en anglais et en français.
Pour être admissible à ce poste, vous devez résider au Canada.
**Job Purpose:**
In either a field or contact center-based capacity, the Patient Support Solutions (PSS) Specialist acts as a central source patient support program liaison and resource and responds to PSS program incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to the pre-established list of end users of the STI Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient's province of residence.
**Duties and responsibilities:**
_Service Delivery_
+ Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
+ Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
+ Delivers counselling to patients according to pharmaceutical manufacturer requirements.
+ Provides adherence and compliance support to patients.
+ Handles all internal program clinical referrals.
+ Retrieves and acts upon voice messages as per established policy.
+ When contact center based, manages the call queue in accordance with established policy.
+ Reports Adverse Events or Adverse Drug Reactions within a one business day period or as per the manufacturer's specifications.
+ Responsible for performing financial means testing of patients (if applicable) within their designated support program
+ Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
+ Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
+ Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
+ Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
+ Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
_Service Excellence and Development_
+ Respects quality standards and contributes to service excellence.
+ Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
+ Provides service in a manner that adheres to STI and STI client privacy policies.
+ Contributes to maintaining a healthy workplace.
+ Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
+ Participates in staff orientation and continuing education sessions as required.
+ Represents STI Technologies Limited in external activities as appropriate.
+ Contributes to team development and maintains professional conduct at all times.
+ Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
**Qualifications:**
+ Proficiency in French or Spanish is considered an asset.
+ Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
+ Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
+ Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
+ Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
+ The ability to multitask is vital to this role along with flexibility on support hours.
+ Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
+ Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
+ Capacity to work in a team environment and support co-workers.
+ Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
+ Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
+ University degree or diploma considered as asset.
You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
As our hiring teams are global, please submit your resume in both English and French.
To be eligible for this position, candidates must reside in Canada.
IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap, l'âge, l'état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d'adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d'adaptation, nous vous encourageons à contacter notre équipe d'acquisition de talents au , afin qu'IQVIA puisse soutenir votre participation au processus de recrutement.
Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.
Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
Dans une capacité sur le terrain ou dans un centre de contact, le spécialiste des solutions de soutien aux patients (PSS) agit en tant que liaison et ressource centrale du programme de soutien aux patients et répond aux appels et aux communications entrants du programme PSS dans le respect des normes et des spécifications de qualité pour des utilisateurs finaux préétablis spécifiques du programme (praticiens de la santé, patients, etc.). Effectue des appels sortants tels qu'ils s'appliquent aux exigences spécifiques du programme PSS. Le spécialiste des solutions de soutien aux patients offre un service et un soutien continus à la liste préétabli des utilisateurs finaux des programmes de solutions de soutien aux patients sti en tirant parti d'une capacité avancée pour faciliter la navigation de l'assurance médicaments au nom des patients selon la province de résidence du patient.
**Devoirs et responsabilités :**
_Prestation de services_
+ Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
+ Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
+ Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
+ Fournit un soutien à l'observance et à la conformité aux patients.
+ S'occupe de toutes les références cliniques internes du programme.
+ Récupère et agit sur les messages vocaux conformément à la politique établie.
+ Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
+ Signale les effets indésirables ou les réactions indésirables à un médicament dans un délai d'un jour ouvrable ou selon les spécifications du fabricant.
+ Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
+ Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
+ Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
+ Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
+ Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
+ Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
_Excellence et perfectionnement du service_
+ Respecte les normes de qualité et contribue à l'excellence du service.
+ Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
+ Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
+ Contribue au maintien d'un milieu de travail sain.
+ Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
+ Participer aux séances d'orientation et de formation continue du personnel, au besoin.
+ Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
+ Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
+ Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
**Qualifications requises :**
+ La maîtrise du français ou de l'espagnol est considérée comme un atout.
+ Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
+ Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
+ Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
+ Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
+ La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
+ Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
+ Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
+ Capacité à travailler en équipe et à soutenir ses collègues.
+ Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
+ Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
+ Un diplôme universitaire ou collégial est considéré comme un atout.
Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d'IQVIA situés partout au Canada et à travers le monde, par conséquent, une connaissance fonctionnelle de l'anglais, tant à l'écrit qu'à l'oral, est nécessaire à l'exercice des fonctions de ce poste.
Comme nos équipes de recrutement sont mondiales, veuillez soumettre votre CV en anglais et en français.
Pour être admissible à ce poste, vous devez résider au Canada.
**Job Purpose:**
In either a field or contact center-based capacity, the Patient Support Solutions (PSS) Specialist acts as a central source patient support program liaison and resource and responds to PSS program incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to the pre-established list of end users of the STI Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient's province of residence.
**Duties and responsibilities:**
_Service Delivery_
+ Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
+ Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
+ Delivers counselling to patients according to pharmaceutical manufacturer requirements.
+ Provides adherence and compliance support to patients.
+ Handles all internal program clinical referrals.
+ Retrieves and acts upon voice messages as per established policy.
+ When contact center based, manages the call queue in accordance with established policy.
+ Reports Adverse Events or Adverse Drug Reactions within a one business day period or as per the manufacturer's specifications.
+ Responsible for performing financial means testing of patients (if applicable) within their designated support program
+ Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
+ Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
+ Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
+ Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
+ Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
_Service Excellence and Development_
+ Respects quality standards and contributes to service excellence.
+ Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
+ Provides service in a manner that adheres to STI and STI client privacy policies.
+ Contributes to maintaining a healthy workplace.
+ Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
+ Participates in staff orientation and continuing education sessions as required.
+ Represents STI Technologies Limited in external activities as appropriate.
+ Contributes to team development and maintains professional conduct at all times.
+ Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
**Qualifications:**
+ Proficiency in French or Spanish is considered an asset.
+ Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
+ Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
+ Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
+ Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
+ The ability to multitask is vital to this role along with flexibility on support hours.
+ Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
+ Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
+ Capacity to work in a team environment and support co-workers.
+ Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
+ Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
+ University degree or diploma considered as asset.
You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
As our hiring teams are global, please submit your resume in both English and French.
To be eligible for this position, candidates must reside in Canada.
IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap, l'âge, l'état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d'adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d'adaptation, nous vous encourageons à contacter notre équipe d'acquisition de talents au , afin qu'IQVIA puisse soutenir votre participation au processus de recrutement.
Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.
Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
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8
Spcialiste du soutien aux patients / Patient Support Specialist
Mississauga, Ontario
IQVIA
Posted 3 days ago
Job Viewed
Job Description
**Objet de l'emploi :**
Dans une capacité sur le terrain ou dans un centre de contact, le spécialiste des solutions de soutien aux patients (PSS) agit en tant que liaison et ressource centrale du programme de soutien aux patients et répond aux appels et aux communications entrants du programme PSS dans le respect des normes et des spécifications de qualité pour des utilisateurs finaux préétablis spécifiques du programme (praticiens de la santé, patients, etc.). Effectue des appels sortants tels qu'ils s'appliquent aux exigences spécifiques du programme PSS. Le spécialiste des solutions de soutien aux patients offre un service et un soutien continus à la liste préétabli des utilisateurs finaux des programmes de solutions de soutien aux patients sti en tirant parti d'une capacité avancée pour faciliter la navigation de l'assurance médicaments au nom des patients selon la province de résidence du patient.
**Devoirs et responsabilités :**
_Prestation de services_
+ Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
+ Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
+ Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
+ Fournit un soutien à l'observance et à la conformité aux patients.
+ S'occupe de toutes les références cliniques internes du programme.
+ Récupère et agit sur les messages vocaux conformément à la politique établie.
+ Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
+ Signale les effets indésirables ou les réactions indésirables à un médicament dans un délai d'un jour ouvrable ou selon les spécifications du fabricant.
+ Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
+ Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
+ Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
+ Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
+ Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
+ Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
_Excellence et perfectionnement du service_
+ Respecte les normes de qualité et contribue à l'excellence du service.
+ Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
+ Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
+ Contribue au maintien d'un milieu de travail sain.
+ Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
+ Participer aux séances d'orientation et de formation continue du personnel, au besoin.
+ Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
+ Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
+ Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
**Qualifications requises :**
+ La maîtrise du français ou de l'espagnol est considérée comme un atout.
+ Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
+ Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
+ Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
+ Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
+ La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
+ Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
+ Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
+ Capacité à travailler en équipe et à soutenir ses collègues.
+ Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
+ Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
+ Un diplôme universitaire ou collégial est considéré comme un atout.
Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d'IQVIA situés partout au Canada et à travers le monde, par conséquent, une connaissance fonctionnelle de l'anglais, tant à l'écrit qu'à l'oral, est nécessaire à l'exercice des fonctions de ce poste.
Comme nos équipes de recrutement sont mondiales, veuillez soumettre votre CV en anglais et en français.
Pour être admissible à ce poste, vous devez résider au Canada.
**Job Purpose:**
In either a field or contact center-based capacity, the Patient Support Solutions (PSS) Specialist acts as a central source patient support program liaison and resource and responds to PSS program incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to the pre-established list of end users of the STI Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient's province of residence.
**Duties and responsibilities:**
_Service Delivery_
+ Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
+ Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
+ Delivers counselling to patients according to pharmaceutical manufacturer requirements.
+ Provides adherence and compliance support to patients.
+ Handles all internal program clinical referrals.
+ Retrieves and acts upon voice messages as per established policy.
+ When contact center based, manages the call queue in accordance with established policy.
+ Reports Adverse Events or Adverse Drug Reactions within a one business day period or as per the manufacturer's specifications.
+ Responsible for performing financial means testing of patients (if applicable) within their designated support program
+ Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
+ Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
+ Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
+ Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
+ Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
_Service Excellence and Development_
+ Respects quality standards and contributes to service excellence.
+ Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
+ Provides service in a manner that adheres to STI and STI client privacy policies.
+ Contributes to maintaining a healthy workplace.
+ Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
+ Participates in staff orientation and continuing education sessions as required.
+ Represents STI Technologies Limited in external activities as appropriate.
+ Contributes to team development and maintains professional conduct at all times.
+ Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
**Qualifications:**
+ Proficiency in French or Spanish is considered an asset.
+ Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
+ Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
+ Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
+ Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
+ The ability to multitask is vital to this role along with flexibility on support hours.
+ Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
+ Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
+ Capacity to work in a team environment and support co-workers.
+ Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
+ Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
+ University degree or diploma considered as asset.
You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
As our hiring teams are global, please submit your resume in both English and French.
To be eligible for this position, candidates must reside in Canada.
IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap, l'âge, l'état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d'adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d'adaptation, nous vous encourageons à contacter notre équipe d'acquisition de talents au , afin qu'IQVIA puisse soutenir votre participation au processus de recrutement.
Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.
Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
EEO Minorities/Females/Protected Veterans/Disabled
Dans une capacité sur le terrain ou dans un centre de contact, le spécialiste des solutions de soutien aux patients (PSS) agit en tant que liaison et ressource centrale du programme de soutien aux patients et répond aux appels et aux communications entrants du programme PSS dans le respect des normes et des spécifications de qualité pour des utilisateurs finaux préétablis spécifiques du programme (praticiens de la santé, patients, etc.). Effectue des appels sortants tels qu'ils s'appliquent aux exigences spécifiques du programme PSS. Le spécialiste des solutions de soutien aux patients offre un service et un soutien continus à la liste préétabli des utilisateurs finaux des programmes de solutions de soutien aux patients sti en tirant parti d'une capacité avancée pour faciliter la navigation de l'assurance médicaments au nom des patients selon la province de résidence du patient.
**Devoirs et responsabilités :**
_Prestation de services_
+ Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
+ Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
+ Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
+ Fournit un soutien à l'observance et à la conformité aux patients.
+ S'occupe de toutes les références cliniques internes du programme.
+ Récupère et agit sur les messages vocaux conformément à la politique établie.
+ Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
+ Signale les effets indésirables ou les réactions indésirables à un médicament dans un délai d'un jour ouvrable ou selon les spécifications du fabricant.
+ Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
+ Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
+ Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
+ Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
+ Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
+ Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
_Excellence et perfectionnement du service_
+ Respecte les normes de qualité et contribue à l'excellence du service.
+ Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
+ Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
+ Contribue au maintien d'un milieu de travail sain.
+ Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
+ Participer aux séances d'orientation et de formation continue du personnel, au besoin.
+ Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
+ Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
+ Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
**Qualifications requises :**
+ La maîtrise du français ou de l'espagnol est considérée comme un atout.
+ Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
+ Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
+ Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
+ Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
+ La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
+ Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
+ Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
+ Capacité à travailler en équipe et à soutenir ses collègues.
+ Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
+ Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
+ Un diplôme universitaire ou collégial est considéré comme un atout.
Vous devrez travailler directement avec des départements, des équipes, des fonctions de support et des parties prenantes d'IQVIA situés partout au Canada et à travers le monde, par conséquent, une connaissance fonctionnelle de l'anglais, tant à l'écrit qu'à l'oral, est nécessaire à l'exercice des fonctions de ce poste.
Comme nos équipes de recrutement sont mondiales, veuillez soumettre votre CV en anglais et en français.
Pour être admissible à ce poste, vous devez résider au Canada.
**Job Purpose:**
In either a field or contact center-based capacity, the Patient Support Solutions (PSS) Specialist acts as a central source patient support program liaison and resource and responds to PSS program incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to the pre-established list of end users of the STI Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient's province of residence.
**Duties and responsibilities:**
_Service Delivery_
+ Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
+ Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
+ Delivers counselling to patients according to pharmaceutical manufacturer requirements.
+ Provides adherence and compliance support to patients.
+ Handles all internal program clinical referrals.
+ Retrieves and acts upon voice messages as per established policy.
+ When contact center based, manages the call queue in accordance with established policy.
+ Reports Adverse Events or Adverse Drug Reactions within a one business day period or as per the manufacturer's specifications.
+ Responsible for performing financial means testing of patients (if applicable) within their designated support program
+ Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
+ Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
+ Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
+ Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
+ Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
_Service Excellence and Development_
+ Respects quality standards and contributes to service excellence.
+ Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
+ Provides service in a manner that adheres to STI and STI client privacy policies.
+ Contributes to maintaining a healthy workplace.
+ Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
+ Participates in staff orientation and continuing education sessions as required.
+ Represents STI Technologies Limited in external activities as appropriate.
+ Contributes to team development and maintains professional conduct at all times.
+ Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
**Qualifications:**
+ Proficiency in French or Spanish is considered an asset.
+ Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
+ Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
+ Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
+ Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
+ The ability to multitask is vital to this role along with flexibility on support hours.
+ Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
+ Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
+ Capacity to work in a team environment and support co-workers.
+ Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
+ Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
+ University degree or diploma considered as asset.
You will be required to work directly with IQVIA departments, teams, support functions and stakeholders located across Canada and around the world therefore, a functional knowledge of English, both written and spoken, is necessary to perform the duties of this position.
As our hiring teams are global, please submit your resume in both English and French.
To be eligible for this position, candidates must reside in Canada.
IQVIA est un fournisseur mondial de premier plan de services de recherche clinique, d'informations commerciales et de renseignements sur les soins de santé pour les secteurs des sciences de la vie et de la santé. IQVIA se consacre à accélérer le développement et la commercialisation de traitements médicaux innovants pour aider à améliorer les résultats des patients et la santé de la population dans le monde entier. Pour en savoir plus, visitez est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en considération pour un emploi sans égard à la race, la couleur, la religion, le sexe, l'orientation sexuelle, l'identité de genre, l'origine nationale, le handicap, l'âge, l'état matrimonial ou tout autre statut protégé par la loi applicable. Des mesures d'adaptation pour les candidats handicapés sont disponibles sur demande dans tous les aspects du processus de recrutement. Si vous avez un handicap qui nécessite une mesure d'adaptation, nous vous encourageons à contacter notre équipe d'acquisition de talents au , afin qu'IQVIA puisse soutenir votre participation au processus de recrutement.
Veuillez noter qu'il est possible que nous utilisions l'intelligence artificielle (IA) dans le traitement de votre candidature. Cependant, nous utilisons l'IA uniquement pour aider notre équipe de recrutement à sélectionner ou à évaluer les candidatures, et non pas pour remplacer la prise des décisions par les membres de notre équipe.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, marital status, or any other status protected by applicable law. Accommodations for applicants with disabilities are available in all aspects of the recruitment process upon request. If you have a disability that requires an accommodation, we encourage you to contact our Talent Acquisition Team at: , so that IQVIA can support your participation in the recruitment process.
Please note that we may use artificial intelligence (AI) in the processing of your application. However, we only use AI to assist our recruitment team with the screening or assessment of candidacies, and not as a substitute for human decision-making.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide.
To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.
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