Personal Care Specialist - 12 Month Contract

MWI Animal Health; Canada; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Remote work opportunity

Job summary

MWI Animal Health is seeking a Personal Care Specialist to work remotely from a home office, supporting patients through reimbursement and copay management. You will be the primary contact for patients, coordinating with pharmacies and insurers to ensure timely access to medications.

Responsibilities include education on program services, patient onboarding, and ongoing support, while maintaining accurate CRM records and collaborating with the care network remotely across Canada.

Qualifications

• Experience in customer service or healthcare support is required or asset.
• Familiarity with reimbursement, copay management, or insurance processes is preferred.
• HIPAA or applicable compliance training completed.

Responsibilities

• Serve as the primary contact for patients, guiding reimbursement and copay management.
• Coordinate with pharmacies, insurers and payers to resolve coverage issues.
• Provide education on program services and pharmacy options.
• Assist with patient onboarding and ongoing support in a remote setting.
• Maintain accurate information in CRM systems and document interactions.

Skills

Exceptional customer service

Phone etiquette

Written and verbal communication in EN

Ability to work autonomously

Bilingual English/French (asset)

Education

Associate's degree in healthcare administration or life sciences

High School Diploma/GED

Tools

Salesforce

Microsoft Office

Job description

***POSITION SUMMARY:*** The Personal Care Specialist (PCS) is a dynamic and rewarding full-time role based remotely from a dedicated home office. As the main and consistent point of contact for patients, the incumbent plays an essential part in guiding and supporting them through every step of their medication journey. PCS specialists are experts in reimbursement coordination, copay management, and pharmacy collaboration – helping patients quickly access their medication and resolve coverage challenges. This role includes handling patient calls as part of a patient queue to provide timely support and reimbursement assistance. You will engage directly with patients, pharmacies, and payers to provide compassionate, personalized support, all while enjoying the stability of a set work schedule and a home base office. By anticipating needs, solving problems, and building connections, you will make a real difference in people’s lives.## PRIMARY DUTIES AND RESPONSIBILITIES:· Serves as the consistent and expert primary contact for patients, guiding and supporting them through reimbursement, copay management, and pharmacy coordination across all phases of their medication journey.· Communicates directly with patients to gather information, educating on program services (including injection training, pharmacy options, and coverage support), and empowering patients to navigate their therapy.· Coordinates and maintains prescription coverage and renewals, interacting regularly with pharmacies, insurance companies, and other partners to resolve obstacles and ensure timely access to medication.· Collaborates with Field Case Managers (FCMs) and the broader care network to deliver seamless onboarding and ongoing patient support.· Adapts services for diverse clinic and pharmacy models, connecting with preferred pharmacy teams and biologic coordinators as required by territory.· Anticipates potential challenges, proactively problem-solves, and provides tailored guidance and support for each patient.· Manages adverse event reporting and takes on additional program support or ad hoc duties as assigned.## EXPERIENCE AND EDUCATIONAL REQUIREMENTS:Requirements:* Bilingualism (English/French) is an asset (requirement for province of Quebec)* Experience in customer service settingAssets:* Post-secondary education certificate, diploma, or degree (preferred)* Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support (asset)* Knowledge of medical information, CRM systems (Salesforce), and pharmacy operations (preferred) ## MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:## · Exceptional customer service skills and phone etiquette· Detail and results oriented, with strong analytical and organizational skills· Excellent time management and sense of urgency· Ability to collaborate effectively and work autonomously in a remote home office environment· Strong written and verbal communication skills in English and French (for Quebec/New Brunswick)· Ability to manage multiple priorities and adapt to change and ambiguity· Proficiency with Microsoft Office and confidence using technology· Commitment to continuous improvement and adherence to program standardsHigh School Diploma/GED or equivalent experience required.Associate's degree in healthcare administration, life sciences, pharmacy technology, or a related field or equivalent experience preferred.3+ years of experience in pharmacy support, prior authorization processing, insurance verification, or healthcare administrative roles required.Health Insurance Portability and Accountability Act (HIPAA) or applicable compliance training required.