Spécialiste, services patients / Patient Services Specialist

McKesson; Montreal; On-site; USD 45,000 - 75,000; Full time

Job summary

McKesson is seeking a Patient Services Specialist to coordinate patient support programs. Key responsibilities include enrolling patients, liaising between patients and healthcare professionals, and managing patient cases effectively. Candidates should possess strong customer service skills, attention to detail, and ideally experience in healthcare or insurance.

Qualifications

• Experience in healthcare, pharmaceutical or insurance industry would be an asset.
• Organized with a high attention to detail.
• Excellent verbal and written skills in English (and French for bilingual roles).

Responsibilities

• Coordinate timely enrollment in the Patient Support Program.
• Liaise with patients, insurers, and physicians for documentation.
• Monitor patient files to ensure timely renewals of financial assistance.

Skills

Customer Service

Communication

Problem Solving

Education

Post-secondary education or equivalent

Tools

Microsoft Office (Word/Excel)

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.

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Job Summary

The Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases.

Specific Responsibilities

• Responsible for the timely enrollment of the patient into the Patient Support Program
• Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
• Conduct information and conduct patient financial assessment eligibility based on program guidelines
• Provide responses to general inquiry calls based on information provided as part of the program materials
• Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
• Proactively monitor the patient’s file to ensure that reimbursement and financial assistance renewals are done in a timely manner
• Process documents supporting the patient’s care, including infusion reports, lab results, copays
• Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements.

General Responsibilities

• Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
• Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient,Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established as the Program level
• Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing.
• Experience in the healthcare, pharmaceutical or insurance industry would be an asset
• Comfortable working in a contact centre environment
• Proficient in Microsoft Office applications (Word/Excel)
• Team Player
• Post-secondary education or equivalent
• Organized with a high attention to detail
• Excellent verbal and written skills on English (and French if a Bilingual role)
• Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday).

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

$45,000 - $75,000

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.

Résumé du poste

Le spécialiste aux services patients est un élément essentiel de l'équipe des services aux patients, chargé de la coordination et de la prestation des services liés aux programmes de soutien aux patients offerts par spécialité McKesson. Ce rôle implique des interactions avec les patients, les compagnies d'assurance, les pharmacies, les médecins et d'autres professionnels de la santé (HCPs) pour explorer et obtenir une couverture pour les médicaments prescrits ainsi que pour la gestion des dossiers des patients.

Responsabilités spécifiques

• Responsable de l'inscription rapide du patient au programme de soutien aux patients
• Agir en tant qu'intermédiaire avec le patient, l'assureur et le médecin concernant la documentation nécessaire pour une couverture de remboursement maximale, y compris l'exploration de tous les assureurs publics et privés et la gestion des escalades auprès des employeurs si nécessaire
• Mener des évaluations financières d'éligibilité des patients basées sur les lignes directrices du programme
• Répondre aux appels de renseignements généraux en se basant sur les informations fournies dans le cadre des documents du programme
• Coordonner avec les pharmacies spécialisées et de détail pour s'assurer que le patient a accès au traitement requis
• Surveiller de manière proactive le dossier du patient pour s'assurer que les renouvellements de remboursement et d'assistance financière sont effectués en temps opportun
• Traiter les documents soutenant les soins du patient, y compris les rapports d'infusion, les résultats de laboratoire, les copaiements
• Recevoir, enregistrer et signaler les Événements Indésirables conformément aux exigences du fabricant pharmaceutique.

Responsabilités générales

• Participer et aider aux activités d'amélioration continue du département en rapport avec le processus, la qualité, la formation, etc.
• Maintenir les niveaux de service dans la gestion des cas, y compris les taux de réponse téléphonique, le temps de contact initial avec le patient, les événements indésirables signalés dans les vingt-quatre heures suivant leur réception et tout autre indicateur clé de performance établi au niveau du programme
• Effectuer la saisie de données, répondre aux appels entrants, passer des appels sortants, gérer les logiciels de courrier électronique et de fax, ainsi que les fonctions administratives générales, y compris le télécopieur et le classement.

Compétences recherchées

• Une expérience dans le domaine de la santé, de la pharmacie ou de l'assurance serait un atout.
• Excellentes compétences en service à la clientèle, communication et résolution de problèmes requises.
• À l'aise pour travailler dans un environnement de centre de contact.
• Maîtrise des applications Microsoft Office (Word/Excel).
• Esprit d'équipe.
• Éducation postsecondaire ou équivalent.
• Organisé avec une grande attention aux détails.
• Excellentes compétences verbales et écrites en anglais (et en français si bilingue).
• Flexibilité dans le travail en rotation ou à des heures variées (les heures d'ouverture sont de 8h à 20h du lundi au vendredi).

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Job Summary

The Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases.

Specific Responsibilities

• Responsible for the timely enrollment of the patient into the Patient Support Program
• Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
• Conduct information and conduct patient financial assessment eligibility based on program guidelines
• Provide responses to general inquiry calls based on information provided as part of the program materials
• Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
• Proactively monitor the patient’s file to ensure that reimbursement and financial assistance renewals are done in a timely manner
• Process documents supporting the patient’s care, including infusion reports, lab results, copays
• Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements.

General Responsibilities

• Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
• Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient,Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established as the Program level
• Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing.

Key Competencies

• Experience in the healthcare, pharmaceutical or insurance industry would be an asset
• Strong customer service, communication, problem solving skills required
• Comfortable working in a contact centre environment
• Proficient in Microsoft Office applications (Word/Excel)
• Team Player
• Post-secondary education or equivalent
• Organized with a high attention to detail
• Excellent verbal and written skills on English (and French if a Bilingual role)
• Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday).

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

$45,000 - $75,000

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.

Join us at McKesson!

About the company

McKesson Corporation is an American company distributing pharmaceuticals and providing health information technology, medical supplies, and care management tools.

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