What Patient Monitoring Jobs are in Canada?

Join EPAM as a **Lead DevOps Engineer** , where you will drive observability excellence, strengthen monitoring practices, and ensure system reliability across a complex production environment. Your expertise will directly improve operational maturity and support delivery at scale.
At EPAM, you'll work on cutting-edge technologies, solve complex challenges, and shape the future of digital innovation. With access to continuous learning, mentorship, and global projects, your expertise will drive meaningful change.
Req.#
**Responsibilities**
+ Manage end-to-end monitoring, alerting, and observability for production applications using Dynatrace, Splunk, and Grafana, ensuring system reliability and performance
+ Develop and maintain documentation outlining best practices for logging and monitoring, while conducting regular audits to ensure compliance with company policies and industry standards
+ Triage, prioritize, and resolve medium-complexity incidents and service requests using JIRA, providing warm handoff notes and escalation support for tickets beyond Level 2
+ Define service level objectives for each product request type and establish average completion time benchmarks to drive continuous improvement
+ Present metrics and escalated ticket trends regularly to leadership, identifying opportunities to shift support processes left and reduce incident recurrence
+ Participate in cross-functional initiatives related to observability standards and be available for off-hours monitoring, on-call escalations, and pager duty coverage
**Requirements**
+ 7 or more years of experience working within DevOps or SRE teams, with a strong focus on incident and request management in high-availability production environments
+ Hands-on advanced expertise in Dynatrace, Splunk, and Grafana, with the ability to configure monitoring setups and administer tooling
+ Proven experience with Azure logging and monitoring solutions including Log Analytics, Azure Monitor, and Application Insights
+ Solid understanding of observability principles covering monitoring, logging, and distributed tracing across scalable, fault-tolerant systems
+ Strong analytical and problem-solving skills with the ability to troubleshoot complex issues under pressure and communicate findings clearly to technical and non-technical stakeholders
+ Bachelor's degree in Computer Science or a related field and/or equivalent work experience, with excellent English communication skills and the ability to work both independently and collaboratively
EPAM Systems, Inc. is an equal opportunity employer. We recognize the value of diversity and inclusion in creating success for our customers, business partners, shareholders, employees and communities. We are committed to recruiting, hiring, developing and promoting employees without discrimination. As a global employer, this commitment includes complying with all laws in the countries in which we operate. Nevertheless, we believe equal employment practices should not be limited to what the law requires. Equal opportunity and inclusion are essential to motivate, empower and recognize the best in everyone.
At EPAM, employment actions are based on individual qualifications, without regard to race, color, religion, creed, gender, pregnancy status, sexual orientation, gender identity, gender expression, marital or familial status, national origin, ancestry, genetics, age, disability status, veteran status, citizenship status when otherwise legally able to work, or any other characteristic protected by law.

Description
Alameda is the next generation control plane as a service operating more than 14 AWS Services. Just like EC2, EBS, and RDS modernized compute, storage and databases, Alameda provides a modernize AWS scaled and secured building blocks (API, Workflows, Telemetry.) that lets developers focus on writing core business value. Alameda removes the undifferentiated lift of writing services, while simultaneously providing secure by default, AWS scaled runtime services.
We are looking for a Software Development Engineer to lead the Alameda Observability team and innovate new observability infrastructure powering RDS - a massive distributed system architecture supporting one of the largest managed database fleets on the planet.
This space is on an accelerated high-growth trajectory with opportunities to rethink how traditional observability services were built and reimagine them as cloud-native from the ground up. The work requires solving the hardest engineering challenges in distributed systems and networking at massive scale, with significant bottom-line impact on the RDS business and competitive position.
A successful candidate will have the experience and skill to set a strategic technical vision, provide hands-on guidance to the team, innovate on developer experience, and drive operational efficiency.
Key job responsibilities
Our engineers collaborate across diverse teams, projects, and environments to have a firsthand impact on our global customer base. You'll bring a passion for innovation, data, search, analytics, and distributed systems. You'll also:
- Solve challenging technical problems, often ones not solved before, at every layer of the stack.
- Design, implement, test, deploy and maintain innovative software solutions to transform service performance, durability, cost, and security.
- Build high-quality, highly available, always-on products.
- Research implementations that deliver the best possible experiences for customers.
A day in the life
As you design and code solutions to help our team drive efficiencies in software architecture, you'll create metrics, implement automation and other improvements, and resolve the root cause of software defects. You'll also:
- Build high-impact solutions to deliver to our large customer base.
- Participate in design discussions, code review, and communicate with internal and external stakeholders.
- Work cross-functionally to help drive business decisions with your technical input.
- Work in a startup-like development environment, where you're always working on the most important stuff.
Basic Qualifications
- 5+ years of non-internship professional software development experience
- 5+ years of programming with at least one software programming language experience
- 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience as a mentor, tech lead or leading an engineering team
Preferred Qualifications
- 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.
CAN, ON, Toronto - 150,700.00 - 251,700.00 CAD annually

**Job Description Summary**
As a Clinical Application Specialist - Patient Monitoring, you will support the adoption and optimization of monitoring solutions across acute care environments. You will deliver clinical training and workflow support to end-users, helping improve patient care and clinical efficiency.
You will partner with customers and internal teams to provide a consistent, high-quality experience across the full customer lifecycle-from pre-sale support to implementation and post-go-live optimization. This is a national role supporting customers across Canada.
GE HealthCare is a leading global medical technology and digital solutions innovator. Our mission is to improve lives in the moments that matter. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.
**Job Description**
**Key Responsibilities**
+ Deliver clinical training and support during implementations, go-lives, and optimization engagements
+ Partner with customers to improve workflows and drive best practices
+ Collaborate with internal teams to ensure a consistent, high-quality customer experience
+ Maintain strong knowledge of monitoring solutions and clinical applications
+ Demonstrate a customer-first mindset, accountability, and continuous improvement
**Basic Qualifications**
+ Associate degree (or equivalent) with 2+ years of clinical experience
+ Registered Nurse (RN)) with active registration with the applicable provincial regulatory body e.g ((NNPBC), (BCCNM) Canadian Association of Critical Care Nurses (CACCN))
+ Experience delivering clinical education or training
+ Strong communication and presentation skills
+ Ability to travel extensively (60%+), including overnights
+ Valid driver's license and ability to travel within Canada and the U.S.
+ Compliance with GE HealthCare quality, vaccination, and Spirit & Letter requirements
**Preferred Qualifications**
+ Experience with patient monitoring systems in acute care
+ Experience with critical care patient monitoring
+ Strong facilitation and organizational skills
+ Bilingual English/French is an asset
+ The ideal candidate will be located in the Vancouver Metro area and/or near a major international airport
We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership -always with unyielding integrity.
Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you'd expect from an organization with global strength and scale, and you'll be surrounded by career opportunities in a culture that fosters care, collaboration and support.
\#LI-TM2
\#LI-Hybrid
**Additional Information**
**Relocation Assistance Provided:** No

**What if you could redefine what's possible? With us, you can.**
With us, you can. You want Purpose. Growth. Opportunity. People who get it.
We are the home of ambitious, passionate, and innovative world shapers.
With an unmatched breadth and depth of engineering, advisory and science‑based expertise, our global minds unite to power local solutions.
We are pathfinders and impact makers.
We are Visioneers.
We are WSP.
**The Opportunity**
**Build the Future with Us**
Join WSP's Instrumentation and Monitoring team and play a critical role in delivering complex infrastructure and construction projects. Based out of our **Markham office** , this full‑time position offers the opportunity to apply senior‑level technical expertise in both field and office environments, supporting safe, data‑driven decision‑making on impactful projects across the region.
**Your Impact**
+ Provide senior technical instrumentation and monitoring services in both field and office settings.
+ Supervise the installation of a wide range of monitoring systems, including building and utility monitoring points, settlement and rail monitoring points, inclinometers, shape accelerometer arrays, monitoring wells, vibrating wire piezometers, strain gauges, electrolevel beams, tiltmeters, crack gauges, and related systems.
+ Troubleshoot instrumentation issues, coordinating with suppliers and engineering teams to deliver timely on‑site responses.
+ Coordinate instrumentation and monitoring activities with general contractors, subcontractors, and suppliers to ensure seamless execution.
+ Supervise general site work, including installation and decommissioning activities.
+ Review, analyze, and interpret monitoring data to support informed engineering decisions.
+ Set up, maintain, and manage monitoring data visualization platforms.
+ Prepare monitoring reports, cost estimates, and proposals to support ongoing and future business opportunities.
**The Skills That Set You Apart**
+ University degree in Civil Engineering, preferably with a focus on Geotechnical Engineering.
+ Strong foundational knowledge of instrumentation and monitoring activities.
+ Demonstrated experience installing monitoring instruments, collecting data, and troubleshooting field issues.
+ Experience using total station surveying equipment and monitoring readout units (e.g., inclinometers, strain gauges).
+ Proven experience working on active construction sites, including supervision of field activities.
+ Experience conducting pre‑ and post‑construction condition surveys and preparing technical reports.
+ Excellent organizational and communication skills, with the ability to coordinate across multiple stakeholders.
+ Valid G driver's license, access to a vehicle with appropriate insurance, and ability to lift equipment up to 50 pounds.
+ Availability for local travel and extended working hours, including night shifts and weekends when required.
+ Experience with automated monitoring systems and geotechnical drilling procedures is considered an asset.
**Why Choose WSP?**
Why Choose WSP? We exist to shape communities to advance humanity. The brightest engineers, advisors and scientists from across the globe call WSP home.
+ Proudly Canadian - we are a Top 100 Employer in Canada for 2026.
+ A global community of brilliant minds - your next idea, mentor, or opportunity is always within reach.
+ Limitless opportunities start here. Whether it's across the country or around the globe, we help you tailor your role to match your ambition - because your growth drives ours.
+ Flexible work, real balance - we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours.
\#WeAreWSP
**Compensation**
**Grade 7 - Tier 2 (Professional)**
AB, BC, NT, NU, SK & YT: **$104,100 - $138,000**
MB & ON: **$95,000 - $130,800**
NB, NL, NS, PE & QC: **$94,100 - $124,900**
**Disclosure:**
The final salary awarded for this role may vary from the above range based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. The wage range provided in this job posting may be subject to change for business purposes.
**Ready to Shape the Future?**
Apply today and discover how your expertise in instrumentation and monitoring can help deliver safer, smarter, and more sustainable projects with WSP.
At **WSP** , we exist to shape communities to advance humanity.
It's why we bring people together who are wired to solve complex challenges - engineers, scientists, advisors, and technical experts who are driven by a common passion - to redefine what's possible and shape what comes next. We are Visioneers.
As one of the world's leading professional services firms, we partner with clients across transportation, infrastructure, environment, buildings, energy, water, mining and metals. We pair deep local knowledge with global insights to pioneer solutions designed to leave a lasting, positive impact.
At **WSP** , you'll join a community of brilliant minds that push boundaries every day - applying deep expertise and fuelling innovation to help create a more connected and resilient future. Here, your ideas are valued, your growth is supported, and you are encouraged to bring your authentic self to work. We empower our people to collaborate across disciplines, challenge the status quo, and shape a career with purpose.
Join us.
_Please Note:_
_Health and Safety is a core paramount value of WSP. Given the importance of keeping one another safe it is expected that you comply with our Health, Safety & Environment (HSE) policy at all times as well as client HSE policies when working at client locations. Full details here ( ._
_Some safety-sensitive positions involve fieldwork and may include work in a variety of environmental conditions, such as remote or isolated areas, working alone, and in inclement weather (within safe and reasonable limits)._
_WSP welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process._
_WSP is committed to the principles of employment equity. Only the candidates selected will be contacted._
_WSP does not accept unsolicited resumes from agencies. Full details here ( ._

**What if you could redefine what's possible? With us, you can.**
With us, you can. You want Purpose. Growth. Opportunity. People who get it.
We are the home of ambitious, passionate, and innovative world shapers.
With an unmatched breadth and depth of engineering, advisory and science‑based expertise, our global minds unite to power local solutions.
We are pathfinders and impact makers.
We are Visioneers.
We are WSP
**The Opportunity**
**Build the Future with Us**
Join WSP's Instrumentation and Monitoring team and contribute to the delivery of complex infrastructure and construction projects. Based in our **Markham office** , this full‑time role offers hands‑on field and office experience, supporting safe construction practices and data‑driven engineering decisions through high‑quality monitoring and analysis.
**Your Impact**
+ Deliver instrumentation and monitoring technical services in both field and office environments.
+ Install a wide variety of monitoring instruments, including building, utility, settlement and rail monitoring points, inclinometers, shape accelerometer arrays, monitoring wells, vibrating wire piezometers, strain gauges, electrolevel beams, tiltmeters, and crack gauges.
+ Collect monitoring data using total station surveying equipment and other instrument read‑out units, as required.
+ Troubleshoot instrumentation and monitoring technical issues, coordinating with suppliers and engineers and providing prompt on‑site responses.
+ Coordinate instrumentation and monitoring site activities with general contractors, subcontractors, and suppliers.
+ Supervise general site work related to instrumentation, including installation and decommissioning activities.
+ Review and analyze monitoring data and support the setup and maintenance of monitoring visualization platforms.
+ Prepare monitoring reports and support geotechnical and construction services teams with additional field and office activities, as required.
**The Skills That Set You Apart**
+ University degree in Civil Engineering, preferably with a focus on Geotechnical Engineering.
+ Fundamental knowledge of instrumentation and monitoring principles and practices.
+ Hands‑on experience with installation of monitoring instruments, data collection, and troubleshooting.
+ Experience using total station surveying units and monitoring read‑out equipment (e.g., inclinometers, strain gauges).
+ Experience working on active construction sites and coordinating site activities.
+ Experience conducting pre‑ and post‑construction condition surveys and preparing technical reports.
+ Strong organizational and communication skills, with the ability to work collaboratively in the field and office.
+ Valid G driver's license, access to a vehicle with appropriate insurance, and ability to lift equipment up to 50 pounds and work near railway tracks.
+ Availability for local travel and extended working hours, including night shifts and weekends, when required.
+ Experience with automated monitoring systems or geotechnical drilling procedures is considered an asset.
**Why Choose WSP?**
Why Choose WSP? We exist to shape communities to advance humanity. The brightest engineers, advisors and scientists from across the globe call WSP home.
+ Proudly Canadian - we are a Top 100 Employer in Canada for 2026.
+ A global community of brilliant minds - your next idea, mentor, or opportunity is always within reach.
+ Limitless opportunities start here. Whether it's across the country or around the globe, we help you tailor your role to match your ambition - because your growth drives ours.
+ Flexible work, real balance - we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours.
\#WeAreWSP
**Compensation**
**Grade 5 - Tier 2 (Professional)**
AB, BC, NT, NU, SK & YT: **$77,400 - $102,500**
MB & ON: **$70,600 - $97,200**
NB, NL, NS, PE & QC: **$69,900 - $92,900**
**Disclosure:**
The final salary awarded for this role may vary from the above range based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. The wage range provided in this job posting may be subject to change for business purposes.
**Ready to Shape the Future?**
Apply today and discover how your instrumentation and monitoring expertise can help deliver safer, smarter, and more sustainable projects with WSP.
At **WSP** , we exist to shape communities to advance humanity.
It's why we bring people together who are wired to solve complex challenges - engineers, scientists, advisors, and technical experts who are driven by a common passion - to redefine what's possible and shape what comes next. We are Visioneers.
As one of the world's leading professional services firms, we partner with clients across transportation, infrastructure, environment, buildings, energy, water, mining and metals. We pair deep local knowledge with global insights to pioneer solutions designed to leave a lasting, positive impact.
At **WSP** , you'll join a community of brilliant minds that push boundaries every day - applying deep expertise and fuelling innovation to help create a more connected and resilient future. Here, your ideas are valued, your growth is supported, and you are encouraged to bring your authentic self to work. We empower our people to collaborate across disciplines, challenge the status quo, and shape a career with purpose.
Join us.
_Please Note:_
_Health and Safety is a core paramount value of WSP. Given the importance of keeping one another safe it is expected that you comply with our Health, Safety & Environment (HSE) policy at all times as well as client HSE policies when working at client locations. Full details here ( ._
_Some safety-sensitive positions involve fieldwork and may include work in a variety of environmental conditions, such as remote or isolated areas, working alone, and in inclement weather (within safe and reasonable limits)._
_WSP welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process._
_WSP is committed to the principles of employment equity. Only the candidates selected will be contacted._
_WSP does not accept unsolicited resumes from agencies. Full details here ( ._

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
**The Position**
**Patient Journey Partner, SMA - Spinal Muscular Atrophy**
**Location:** Candidates must be based within the Greater Toronto Area (GTA).
A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That's what makes us Roche.
**Driving Success and Excellence in Rare Disease**
At Roche Canada, our work in Spinal Muscular Atrophy (SMA) is guided by a simple, powerful goal: making life-changing care as accessible and seamless as possible. As a Patient Journey Partner within our Customer Engagement chapter, you will have the opportunity to influence and build meaningful connections with stakeholders across our Rare Disease and Neurology ecosystem, fostering a culture of trust and partnership.
Your natural curiosity and passion for networking will fuel your ability to deeply understand our customers' needs and priorities, allowing you to forge strong relationships and unlock new opportunities for collaboration and innovation. If you are a dedicated professional driven by the desire to challenge the status quo and make a tangible impact on patients' lives, join us to help shape the future of medicine.
**The Opportunity**
+ You are acting as the key liaison between stakeholders and Roche, leveraging your influence to foster impactful relationships, trust, and collaboration within the team, thereby driving meaningful connections and use of Roche products.
+ You are ensuring appropriate use of Roche's products, sharing benefits and risks with Health Care Practitioners in a truthful and balanced manner.
+ You are collaborating with cross-functional colleagues to prioritize and plan account/stakeholder activities based on team priorities
+ You are partnering across functions to address stakeholder needs, prioritize solutions, and evaluate progress.
+ You are implementing an omnichannel approach to engage stakeholders with Roche's offerings.
+ You are participating in a peer-to-peer coaching and mentorship model.
+ You are embracing self-directed learning and experiential growth as part of the working culture.
**Who you are**
+ You hold a University degree in scientific, economic, or business field and you bring 7+ years' of experience in life sciences or healthcare sector.
+ You have the ability to build strong relationships with external stakeholders and deliver tailored solutions.
+ You demonstrate an understanding of fast-paced, competitive market dynamics and the Canadian healthcare system.
+ You have proven expertise in stakeholder engagement, including collaborating as part of cross-functional teams and leveraging digital tools for improved stakeholder experience.
**Preferred**
+ You hold an advanced degree and experience in Rare Disease and/or Neurology.
+ You have 2+ years experience in pharmaceutical sales or account management experience.
Relocation benefits are not available for this posting
The expected salary range for this position based on the primary location of Mississauga is 136,936.00 and 179,728.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.
We use artificial intelligence to screen, assess or select applicants for this role.
This posting is for an existing vacancy at Hoffmann-La Roche Ltd.
**Who we are**
A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let's build a healthier future, together.
**Roche is an Equal Opportunity Employer.**

OBJET DE L'EMPLOI :
Le spécialiste du soutien aux patients (SSP) agit comme point de contact principal dans un centre d'appels, offrant un soutien de haute qualité aux patients et aux professionnels de la santé. Ce rôle facilite l'accès aux services du programme de soutien aux patients, notamment l'inscription au programme, la réponse aux demandes de renseignements et l'aide à la navigation de la couverture d'assurance-médicaments. Le SSP gère principalement les appels entrants selon des quarts rotatifs, y compris en soirée, et utilise des systèmes téléphoniques ainsi que plusieurs plateformes informatiques pour fournir une assistance rapide et précise.
Ce poste exige d'excellentes compétences en communication, une grande attention aux détails, une forte capacité de réflexion critique ainsi qu'une approche empreinte de compassion et centrée sur le patient. Le candidat idéal est passionné par l'accompagnement des patients tout au long de leur parcours thérapeutique et capable de travailler efficacement dans un environnement dynamique axé sur le service à la clientèle.
DEVOIRS ET RESPONSABILITÉS :
PRESTATION DE SERVICES
- Pratique dans le cadre des processus, politiques et exigences du programme ainsi que du rôle défini pour les Solutions de soutien aux patients, conformément au modèle de prestation DEDICATE.
- Remplit une fonction essentielle en offrant un soutien clinique par téléphone, courriel et plateformes Web, en répondant aux demandes relatives aux produits, aux pratiques exemplaires de traitement et au dépannage de l'administration des traitements pour les patients, pharmaciens, médecins et autres professionnels de la santé.
- Fournit du counseling aux patients conformément aux exigences des fabricants pharmaceutiques.
- Fournit un soutien en matière d'adhésion et de conformité aux patients.
- Gère toutes les références cliniques internes du programme.
- Consulte et traite les messages vocaux conformément aux politiques établies.
- Lorsque basé dans un centre de contact, gère la file d'attente des appels conformément aux politiques établies.
- Signale les événements indésirables ou les réactions indésirables aux médicaments dans un délai de 24 heures ou conformément aux exigences du fabricant.
- Responsable de l'évaluation des ressources financières des patients (le cas échéant) dans le cadre de leur programme de soutien désigné.
- Responsable de la prestation, de la gestion et de l'exécution des services avancés de navigation en remboursement et des services administratifs pour les patients, tout en coordonnant la logistique du programme avec les différentes parties prenantes afin d'assurer les meilleurs résultats possibles pour les patients.
- Détermine les besoins en soutien de compassion, de transition et d'aide au paiement des quotes-parts selon la portée du programme et prend les dispositions nécessaires.
- Agit à titre d'examinateur interne des cas exceptionnels dans le cadre du programme d'aide aux patients et fournit les approbations appropriées selon les autorisations et normes prédéterminées.
- Communique directement avec les fabricants pharmaceutiques concernant les cas exceptionnels nécessitant une décision au-delà des autorisations et normes prédéterminées.
- Effectue d'autres activités de soutien administratif au besoin, notamment la collecte d'information dans les dossiers des patients ainsi que la préparation et la soumission de formulaires d'autorisation spéciale et d'appels auprès des régimes d'assurance-médicaments.
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 de façon respectueuse, courtoise, confidentielle et attentionnée.
- Fournit un service conforme aux politiques de confidentialité de STI et de ses clients.
- Contribue au maintien d'un milieu de travail sain.
- Participe à l'amélioration continue de l'équipe en assistant aux réunions, en favorisant une communication efficace, en soutenant les changements visant à améliorer le service et le moral de l'équipe, et en contribuant aux discussions de travail.
- Participe aux séances d'orientation et de formation continue selon les besoins.
- Représente STI Technologies Limited lors d'activités externes, au besoin.
- Contribue au développement de l'équipe et maintient un comportement professionnel en tout temps.
- Accueille positivement le changement et contribue au succès de l'équipe grâce à une communication efficace, au dévouement et à l'engagement envers les objectifs de l'entreprise.
QUALIFICATIONS REQUISES :
- Parfaitement bilingue en français et en anglais, tant à l'oral qu'à l'écrit, avec la capacité de communiquer de façon professionnelle avec les patients et les professionnels de la santé dans les deux langues. La maîtrise de l'espagnol est considérée comme un atout.
- Minimum d'un an d'expérience pertinente dans un programme de soutien aux patients, le service à la clientèle, le soutien aux patients, l'administration des soins de santé ou un environnement de centre d'appels.
- Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
- Démontre une réelle compassion, une approche centrée sur le patient et un fort engagement envers l'amélioration de l'expérience des patients tout au long de leur parcours thérapeutique.
- Possède de solides capacités d'analyse, de réflexion critique et de résolution de problèmes afin d'évaluer les situations et de déterminer les actions appropriées.
- 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.
- Les candidats doivent être disponibles pour travailler à temps plein selon l'horaire établi et ne pas avoir d'engagements académiques susceptibles de nuire à leur disponibilité.
- 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, du 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 soutien 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.
JOB PURPOSE:
The Patient Support Specialist (PSS) serves as a key point of contact within a call center environment, providing high-quality support to patients and healthcare providers. This role facilitates access to patient support program services, including program enrollment, responding to inquiries, and navigating drug insurance coverage. The PSS primarily manages inbound calls during rotating shifts, including evenings, and uses telephony systems and multiple computer platforms to deliver timely and accurate assistance.
The role demands strong communication skills, attention to detail, critical thinking abilities, and a compassionate, patient-centered approach. The ideal candidate is passionate about supporting patients throughout their treatment journey and thrives in a fast-paced, customer service-oriented environment.
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.
- Performs an instrumental function providing telephone, email, and web-based clinical support, product inquiry support, treatment best practices, and treatment administration troubleshooting services to patients, pharmacists, physicians, and other healthcare professionals (HCPs).
- 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 24-hour period or according to manufacturer 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 while coordinating program logistics with all stakeholders to ensure optimal patient outcomes.
- Identifies the need for compassionate, bridging, and copay support according to program scope and makes arrangements accordingly.
- Acts as an internal patient assistance program exceptional case reviewer and provides approvals on behalf of pharmaceutical manufacturer clients according to predetermined permissions and standards.
- Communicates directly with pharmaceutical manufacturers regarding exceptional cases that require support beyond predetermined permissions and standards.
- Completes other administrative support activities as required, including gathering patient chart information and 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 that 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.
- Embraces change and thrives as part of the team's success through communication, dedication, and commitment to company goals.
QUALIFICATIONS:
- Must be fully fluent in both French and English, written and verbal, with the ability to communicate professionally with patients and healthcare providers in both languages. Proficiency in Spanish is considered an asset.
- Minimum of 1 year of relevant experience in patient support programs, customer service, patient support services, healthcare administration, or a call center environment.
- Ability and willingness to work rotating shifts, 9:00 a.m. to 9:00 p.m. AST, Monday through Friday.
- Demonstrates genuine compassion, a patient-centered approach, and a strong commitment to supporting patients throughout their treatment journey.
- Possesses strong critical thinking, analytical, and problem-solving skills, with the ability to assess situations and determine appropriate next steps.
- Strong communication skills, excellent telephone etiquette, a keen eye for accuracy, and the ability to quickly evaluate and respond to a wide range of inquiries; ability to manage a high volume of requests with a positive attitude and effectively resolve issues.
- Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document required processes.
- The ability to multitask is essential to this role, along with flexibility regarding support hours.
- Candidates must be available to work a full-time schedule and should not have academic commitments that would interfere with scheduled working hours.
- Proficient in using computer environments and standard software applications, including Excel, Word, and Outlook.
- Possesses a strong ability to coordinate various patient services in a timely manner, resulting in prompt and continued access to therapy.
- Ability to work collaboratively in a team environment and support co-workers.
- Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support, and an understanding of pharmacy transactions and claims review are considered strong assets.
- Ability to identify opportunities for personal, team, and service improvement and recommend practical solutions.
- University degree or diploma considered an 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.
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.
IQVIA s'engage à faire preuve d'intégrité dans son processus de recrutement et applique une politique de tolérance zéro en matière de fraude des candidats. Toutes les informations et toutes les qualifications soumises dans votre candidature doivent être véridiques et complètes. Toute fausse déclaration, présentation trompeuse ou omission importante au cours du processus de recrutement entraînera la disqualification immédiate de votre candidature, ou la cessation d'emploi si elle est découverte ultérieurement, conformément aux lois applicables. Nous apprécions votre honnêteté et votre professionnalisme.
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.
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
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.
La fourchette salariale de base potentielle pour ce poste, annualisée, est de $51,300.00 - $85,500.00. Le salaire de base réel offert peut varier selon plusieurs facteurs, notamment les qualifications liées à l'emploi telles que les connaissances, les compétences, la formation et l'expérience; l'emplacement; et/ou l'horaire (temps plein ou temps partiel). Selon le poste offert, des régimes d'incitation, des primes et/ou d'autres formes de rémunération peuvent être proposés, en plus d'une gamme d'avantages sociaux liés à la santé, au bien-être et/ou d'autres bénéfices.
The potential base pay range for this role, when annualized, is $51,300.00 - $85,500.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and wellness and/or other benefits.
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

**Work Location:**
Toronto, Ontario, Canada
**Hours:**
37.5
**Line of Business:**
Technology Solutions
**Pay Details:**
$160,000 - $215,000 CAD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.
**Job Description:**
This is a high-impact leadership opportunity to shape how enterprise technology operations evolve in the age of AI. The AVP will influence strategy across observability, resilience, incident intelligence, and automation at enterprise scale, while working on some of the most important challenges in modern operations: reducing noise, accelerating recovery, improving customer stability, and enabling safe, governed adoption of AI in production operations.
This leader will play a central role in advancing intelligent triage, summarization, root cause hypothesis generation, runbook automation, and self-healing capabilities in a controlled enterprise environment.
**Depth and Scope:**
+ Define and execute the enterprise strategy for Observability, AIOps, SRE, and incident intelligence.
+ Lead global teams responsible for the platforms, practices, and product roadmap that enable 24x7 operational visibility and resilience across critical technology services.
+ Drive the next phase of transformation from reactive monitoring to predictive, AI-assisted operations by advancing telemetry standards, improving signal quality, and scaling automation across the incident lifecycle.
+ Partner closely with engineering, platform, and application teams to embed observability into design, build, and run practices, while also leading vendor strategy, platform rationalization, and cost optimization
+ Define and execute the enterprise strategy for Observability, AIOps, SRE, and incident intelligence
+ Build trusted partnerships across engineering, infrastructure, architecture, risk, and control functions to deliver secure, stable, and scalable operational outcomes.
+ Establish governance and guardrails for AI and LLM-enabled operational workflows, with a strong focus on explainability, auditability, resiliency, and data protection.
+ Improve service availability and reduce customer-impacting outages
+ Enable faster recovery and proactive issue prevention
+ Enhance reliability of digital and core banking platforms
**Education and Experience:**
+ Undergraduate degree or Technical Certificate
+ 15+ years of development and technology delivery experience with Agile Delivery Experience preferred
+ Strong experience with APM, Event management, Operational Automation and Reporting Platforms Including Dynatrace, Datadog, Splunk PagerDuty, RunDeck, PowerBI.
+ Demonstrated ability to influence senior stakeholders, lead through ambiguity, align teams to measurable outcomes, and create a culture of accountability, innovation, and continuous improvement.
**Who We Are:**
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.
**Our Total Rewards Package**
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical, and mental well-being goals. Total Rewards at TD includes a base salary, variable compensation, and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Learn more ( Information:**
We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.
Please be advised that this job opportunity is subject to provincial regulation for employment purposes. It is imperative to acknowledge that each province or territory within the jurisdiction of Canada may have its own set of regulations, requirements.
**Colleague Development**
If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.
If you're passionate about helping clients and building deep, lasting relationships, TD offers diverse career paths where you can grow your expertise and make a meaningful impact.
We're committed to your success and foster a respectful workplace where diverse perspectives are valued, everyone has fair opportunities to grow, and you can unlock your full potential to achieve your career goals. Here at TD, we hire and develop the best.
**Training & Onboarding**
We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.
**Interview Process**
We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.
**Accommodation**
Your accessibility is important to us. Please let us know if you'd like accommodations (including accessible meeting rooms, captioning for virtual interviews, etc.) to help us remove barriers so that you can participate throughout the interview process.
We look forward to hearing from you!
**Language Requirement (Quebec only):**
Sans Objet
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability and genetic information.

OBJET DE L'EMPLOI :
Le spécialiste du soutien aux patients (SSP) agit comme point de contact principal dans un centre d'appels, offrant un soutien de haute qualité aux patients et aux professionnels de la santé. Ce rôle facilite l'accès aux services du programme de soutien aux patients, notamment l'inscription au programme, la réponse aux demandes de renseignements et l'aide à la navigation de la couverture d'assurance-médicaments. Le SSP gère principalement les appels entrants selon des quarts rotatifs, y compris en soirée, et utilise des systèmes téléphoniques ainsi que plusieurs plateformes informatiques pour fournir une assistance rapide et précise.
Ce poste exige d'excellentes compétences en communication, une grande attention aux détails, une forte capacité de réflexion critique ainsi qu'une approche empreinte de compassion et centrée sur le patient. Le candidat idéal est passionné par l'accompagnement des patients tout au long de leur parcours thérapeutique et capable de travailler efficacement dans un environnement dynamique axé sur le service à la clientèle.
DEVOIRS ET RESPONSABILITÉS :
PRESTATION DE SERVICES
- Pratique dans le cadre des processus, politiques et exigences du programme ainsi que du rôle défini pour les Solutions de soutien aux patients, conformément au modèle de prestation DEDICATE.
- Remplit une fonction essentielle en offrant un soutien clinique par téléphone, courriel et plateformes Web, en répondant aux demandes relatives aux produits, aux pratiques exemplaires de traitement et au dépannage de l'administration des traitements pour les patients, pharmaciens, médecins et autres professionnels de la santé.
- Fournit du counseling aux patients conformément aux exigences des fabricants pharmaceutiques.
- Fournit un soutien en matière d'adhésion et de conformité aux patients.
- Gère toutes les références cliniques internes du programme.
- Consulte et traite les messages vocaux conformément aux politiques établies.
- Lorsque basé dans un centre de contact, gère la file d'attente des appels conformément aux politiques établies.
- Signale les événements indésirables ou les réactions indésirables aux médicaments dans un délai de 24 heures ou conformément aux exigences du fabricant.
- Responsable de l'évaluation des ressources financières des patients (le cas échéant) dans le cadre de leur programme de soutien désigné.
- Responsable de la prestation, de la gestion et de l'exécution des services avancés de navigation en remboursement et des services administratifs pour les patients, tout en coordonnant la logistique du programme avec les différentes parties prenantes afin d'assurer les meilleurs résultats possibles pour les patients.
- Détermine les besoins en soutien de compassion, de transition et d'aide au paiement des quotes-parts selon la portée du programme et prend les dispositions nécessaires.
- Agit à titre d'examinateur interne des cas exceptionnels dans le cadre du programme d'aide aux patients et fournit les approbations appropriées selon les autorisations et normes prédéterminées.
- Communique directement avec les fabricants pharmaceutiques concernant les cas exceptionnels nécessitant une décision au-delà des autorisations et normes prédéterminées.
- Effectue d'autres activités de soutien administratif au besoin, notamment la collecte d'information dans les dossiers des patients ainsi que la préparation et la soumission de formulaires d'autorisation spéciale et d'appels auprès des régimes d'assurance-médicaments.
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 de façon respectueuse, courtoise, confidentielle et attentionnée.
- Fournit un service conforme aux politiques de confidentialité de STI et de ses clients.
- Contribue au maintien d'un milieu de travail sain.
- Participe à l'amélioration continue de l'équipe en assistant aux réunions, en favorisant une communication efficace, en soutenant les changements visant à améliorer le service et le moral de l'équipe, et en contribuant aux discussions de travail.
- Participe aux séances d'orientation et de formation continue selon les besoins.
- Représente STI Technologies Limited lors d'activités externes, au besoin.
- Contribue au développement de l'équipe et maintient un comportement professionnel en tout temps.
- Accueille positivement le changement et contribue au succès de l'équipe grâce à une communication efficace, au dévouement et à l'engagement envers les objectifs de l'entreprise.
QUALIFICATIONS REQUISES :
- Parfaitement bilingue en français et en anglais, tant à l'oral qu'à l'écrit, avec la capacité de communiquer de façon professionnelle avec les patients et les professionnels de la santé dans les deux langues. La maîtrise de l'espagnol est considérée comme un atout.
- Minimum d'un an d'expérience pertinente dans un programme de soutien aux patients, le service à la clientèle, le soutien aux patients, l'administration des soins de santé ou un environnement de centre d'appels.
- Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
- Démontre une réelle compassion, une approche centrée sur le patient et un fort engagement envers l'amélioration de l'expérience des patients tout au long de leur parcours thérapeutique.
- Possède de solides capacités d'analyse, de réflexion critique et de résolution de problèmes afin d'évaluer les situations et de déterminer les actions appropriées.
- 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.
- Les candidats doivent être disponibles pour travailler à temps plein selon l'horaire établi et ne pas avoir d'engagements académiques susceptibles de nuire à leur disponibilité.
- 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, du 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 soutien 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.
JOB PURPOSE:
The Patient Support Specialist (PSS) serves as a key point of contact within a call center environment, providing high-quality support to patients and healthcare providers. This role facilitates access to patient support program services, including program enrollment, responding to inquiries, and navigating drug insurance coverage. The PSS primarily manages inbound calls during rotating shifts, including evenings, and uses telephony systems and multiple computer platforms to deliver timely and accurate assistance.
The role demands strong communication skills, attention to detail, critical thinking abilities, and a compassionate, patient-centered approach. The ideal candidate is passionate about supporting patients throughout their treatment journey and thrives in a fast-paced, customer service-oriented environment.
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.
- Performs an instrumental function providing telephone, email, and web-based clinical support, product inquiry support, treatment best practices, and treatment administration troubleshooting services to patients, pharmacists, physicians, and other healthcare professionals (HCPs).
- 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 24-hour period or according to manufacturer 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 while coordinating program logistics with all stakeholders to ensure optimal patient outcomes.
- Identifies the need for compassionate, bridging, and copay support according to program scope and makes arrangements accordingly.
- Acts as an internal patient assistance program exceptional case reviewer and provides approvals on behalf of pharmaceutical manufacturer clients according to predetermined permissions and standards.
- Communicates directly with pharmaceutical manufacturers regarding exceptional cases that require support beyond predetermined permissions and standards.
- Completes other administrative support activities as required, including gathering patient chart information and 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 that 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.
- Embraces change and thrives as part of the team's success through communication, dedication, and commitment to company goals.
QUALIFICATIONS:
- Must be fully fluent in both French and English, written and verbal, with the ability to communicate professionally with patients and healthcare providers in both languages. Proficiency in Spanish is considered an asset.
- Minimum of 1 year of relevant experience in patient support programs, customer service, patient support services, healthcare administration, or a call center environment.
- Ability and willingness to work rotating shifts, 9:00 a.m. to 9:00 p.m. AST, Monday through Friday.
- Demonstrates genuine compassion, a patient-centered approach, and a strong commitment to supporting patients throughout their treatment journey.
- Possesses strong critical thinking, analytical, and problem-solving skills, with the ability to assess situations and determine appropriate next steps.
- Strong communication skills, excellent telephone etiquette, a keen eye for accuracy, and the ability to quickly evaluate and respond to a wide range of inquiries; ability to manage a high volume of requests with a positive attitude and effectively resolve issues.
- Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document required processes.
- The ability to multitask is essential to this role, along with flexibility regarding support hours.
- Candidates must be available to work a full-time schedule and should not have academic commitments that would interfere with scheduled working hours.
- Proficient in using computer environments and standard software applications, including Excel, Word, and Outlook.
- Possesses a strong ability to coordinate various patient services in a timely manner, resulting in prompt and continued access to therapy.
- Ability to work collaboratively in a team environment and support co-workers.
- Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support, and an understanding of pharmacy transactions and claims review are considered strong assets.
- Ability to identify opportunities for personal, team, and service improvement and recommend practical solutions.
- University degree or diploma considered an 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.
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.
IQVIA s'engage à faire preuve d'intégrité dans son processus de recrutement et applique une politique de tolérance zéro en matière de fraude des candidats. Toutes les informations et toutes les qualifications soumises dans votre candidature doivent être véridiques et complètes. Toute fausse déclaration, présentation trompeuse ou omission importante au cours du processus de recrutement entraînera la disqualification immédiate de votre candidature, ou la cessation d'emploi si elle est découverte ultérieurement, conformément aux lois applicables. Nous apprécions votre honnêteté et votre professionnalisme.
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.
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
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.
La fourchette salariale de base potentielle pour ce poste, annualisée, est de $51,300.00 - $85,500.00. Le salaire de base réel offert peut varier selon plusieurs facteurs, notamment les qualifications liées à l'emploi telles que les connaissances, les compétences, la formation et l'expérience; l'emplacement; et/ou l'horaire (temps plein ou temps partiel). Selon le poste offert, des régimes d'incitation, des primes et/ou d'autres formes de rémunération peuvent être proposés, en plus d'une gamme d'avantages sociaux liés à la santé, au bien-être et/ou d'autres bénéfices.
The potential base pay range for this role, when annualized, is $51,300.00 - $85,500.00. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and wellness and/or other benefits.
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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