Nurse Patient Experience Navigator (12 Month Contract)

MCKESSON; Stroud; On-site; CAD 56,000 - 94,000; Full time

Job summary

A leading company in healthcare is seeking a Nurse Patient Experience Navigator in Stroud, Ontario. This role involves managing patient assistance programs, providing medical support, and liaising with healthcare providers. The ideal candidate will have strong communication skills, relevant nursing qualifications, and experience in patient management.

Qualifications

• 5-7 years of case/patient management experience.
• Bilingualism preferred.
• Extensive knowledge of the MS therapeutic area preferred.

Responsibilities

• Manage all aspects of program support for assigned physicians or centers.
• Provide medical support to patients and healthcare providers.
• Liaise with physicians’ offices, pharmacies, and other parties.

Skills

Communication

Interpersonal skills

Analytical skills

Organizational skills

Empathy

Education

RN / RPN / LPN registration

Tools

CRM database

Excel

Word

Outlook

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Job Summary

Reporting to the Supervisor, the Nurse Patient Experience Navigator plays a vital role in the support for our patients within the patient assistance program. They will be responsible for managing all aspects of program support for assigned physicians or centers (hospital or clinics) in each geographical area and ensures that patients are provided easy access to the support program and access to their drug therapy. The Nurse Patient Experience Navigator will work directly within the reimbursement specialist to help secure funding as well as continuing to build a rapport with clinics and physicians.

Duties and responsibilities generally include but are not limited to :

Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures

Process data entry activities of pertinent information received at different points of contact during the delivery of program services

Provide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials

• Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management;

Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team

• Telephone support in a live inbound / outbound call center (including maintenance calls and adherence support both inbound and outbound as needed);

Understand the patient’s healthcare plan and provide opportunity for the patient to access support beyond program medication.

• Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption / discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;
• Work directly with the reimbursement specialist and the physician to secure funding for their patient’s therapies; assist with alternative funding searches when needed;

Attend patient meetings, conferences as needed to increase knowledge in order to better support and educate patients

Identify and report AE’s to health Canada, Med Info and enter source system and third-party systems

• Stakeholder Interactions Liaise with physicians’ offices, pharmacies, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise;

Identifies opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.

• Build relationships with key customers within area of responsibility to ensure that specifications and business requirements / portfolio management is clearly established;

Operates as a liaison between vendors and manufacturer

Provide professional internal / external presentations

Develop customer management solutions in response to deficiencies in client service and / or operating processes

Virtual calls / meetings and seminars when applicable

Identifies business development or expanded service opportunities within existing client base, and works with the Business Development staff to develop proposals; participate in presentations, sales and marketing efforts, trade shows and other networking activities as required

Researching and advocating for appropriate public assistance resources for patients

Ensures high level of customer responsiveness with proactivity in addressing and solving issues

Review data to identify trends and issues to account strategy

Positive, "can-do" attitude and customer focused approach

Develop customer management objectives and represent customer needs internally in collaboration with Operations, Management and Manufacture.

Representing the voice of customer to the senior management team on important / urgent issues

Developing, maintaining and communicating a formal account strategy and portfolio of key growth opportunities

Ability to adapt to changing workload

Key Requirements Communication & soft skills Effective interpersonal and leadership skills

• Ability to build and maintain professional, yet empathetic relationships;

Lead difficult conversations with key stakeholders and patients

Excellent written and verbal communication skills, bilingualism is preferred

Thrives in a team-oriented environment

Excellent presentation skills, both face to face and virtual

Technical & Business Understanding Strong computer and software skills : Excel, Word, Outlook, Adobe

Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings.

Experience in data management / reporting tools is an asset

Strong business and financial acumen

Maintains confidentiality of client and corporate information and discusses same only with appropriate personnel

Strong analytical and mathematical skills

Ability to motivate, influence and coach colleagues

Effective organizational skills; attention to detail

Requirements Motivated, personable and agile personality with experience in stakeholder management and patient care

RN / RPN / LPN required; Registration with Provincial College of Nurses. Must be a member in good standing of respective regulatory college

5-7 years of case / patient management experience

Extensive knowledge of the MS therapeutic area preferred

Flexibility to travel across North America (approx. 30% travel depending on site assignment)

Ability to flex with working hours

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

56,300 - $93,900

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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Experience 12 Month • Stroud, ON, Canada