Field Nurse Case Manager

Bayshore HealthCare; London; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading healthcare provider in Canada is seeking a Patient Support Representative. Responsibilities include assisting with patient enrolment, building relationships with healthcare providers, and ensuring high-quality customer service. Ideal candidates will have a nursing background, experience in patient support, and must be bilingual in English and French. This role requires extensive travel and offers the flexibility of remote work.

Qualifications

• Registered and in good standing with their provincial regulatory body.
• Minimum 2 years' experience in Patient Support Programs or equivalent.
• Proven ability to work autonomously within a remote/virtual team environment.

Responsibilities

• Assist with patient enrolment and gather important information for necessary forms.
• Establish and strengthen relationships with healthcare providers in the assigned region.
• Ensure confidentiality of pharmaceutical partners and corporate information.

Skills

Exceptional customer service

Strong computer skills

Fluent in English and French

Critical thinking

Accurate data collection

Strong organization

Teamwork

Education

Graduate of Registered Nursing Program

Tools

Excel

Word

Outlook

Job description

Job Description

Duties and Responsibilities

• Assist the prescribing physician to complete patient enrolment; including on-site visits to the physician’s office to gather all pertinent and appropriate information to complete the necessary forms (private and / or provincial insurance) in a concise, organized, and professional manner
• Proactively offers support and advocacy to patients and HCP
• Visits prescribers in their assigned area to assist with paperwork in office as required
• Review patient charts to gather all pertinent and appropriate information to complete necessary reimbursement forms in a concise, organized and professional manner
• Actively establish and strengthen relationships with HCP within assigned region through on site and virtual visits
• Accountable for conducting physician site visits across diverse geographical territories
• Assist in completing patient enrolment; including gathering all pertinent and appropriate information to complete the necessary forms (private and / or provincial insurance) in a concise, organized, and professional manner
• Liaise and advocate with third-party providers and provincial governments as necessary to determine coverage options
• Ensure patients are scheduled for necessary diagnostic tests and notify physicians of any expired test results that require follow-ups
• Complete Welcome Call activities with the patient according to defined scripts
• Provide patients and physicians with direct toll-free number
• Review post visit reports to confirm next appointment is scheduled and data integrity of the report against the physician order, if applicable
• Track missing post visit reports, if applicable
• Facilitate any required communication with physicians, Patient Support Programs, or other health care professionals involved in the patient’s circle of care
• Follow up / advocate until a decision is received, ideally securing coverage for the patient, if applicable
• Work closely with the manufacturer local sales representatives to support specific physician’s and staff needs, if applicable
• Offer and / or provide educational training to patients and physicians on product(s)
• Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics
• Coordinate and schedule patients at appropriate visit locations (home, clinic, , if applicable
• Provide updates to internal and external stakeholders based on observations
• Ensure patient records are maintained and data-accurate to meet program reporting requirements
• Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems
• Report and document Adverse Events as per Pharmacovigilance requirements
• Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project
• Maintain confidentiality of pharmaceutical partner(s) and corporate information and discuss same only with appropriate Bayshore personnel
• Complete all relevant reports (time sheets, expenses, mileage, reports, as per specified timelines and Bayshore’s policy, if applicable
• Complete product complaint reports
• Adhere to Bayshore and manufacturer Policies and Procedures
• Complete other tasks, as requested

Job Qualification

Education

• Graduate of Registered Nursing Program or Registered / Licensed Practical Nursing program holding current registration from a provincial licensing body in Canada.

Experience

• Registered and in good standing with their provincial regulatory body
• Minimum 2 years’ experience in Patient Support Programs or equivalent
• Demonstrated expertise in delivering exceptional customer service and fostering positive relationships with internal and external stakeholders
• Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces / regions with French language service requirements)
• Strong computer and technical skills : Excel, Word, Outlook, tablets, web portals / internet use
• Understanding of provincial and private coverage criteria, Special Authorization processes and how to navigate the Canadian drug coverage landscape is an asset
• Strong critical thinking and problem-solving skills
• Accurate data collection and integrity
• Ease with working in a paperless environment
• Proven ability to work in a team environment
• Ability to resolve conflict in a professional manner
• Strong sense of organization and attention to detail
• Self-regulation of time management and the ability to multi-task and adhere to deadlines
• Familiarity with PIPEDA and how it applies in a confidential patient environment
• Ability to work in a quiet working environment with proven ability to work autonomously within a remote / virtual team environment
• Established high speed internet access from home office
• Possession of a valid driver's license, with the capability and willingness to travel extensively across assigned territories, utilizing reliable personal transportation