Jobs in Waterloo, Canada

Locations : Alberta, British Columbia, and Ontario

Remote : Hybrid

Business Unit : Health. Department: Pharma Patient Solutions

Calian PSP is looking for Nurse Educators to join our team across Alberta, British Columbia, and Ontario. This is a great opportunity to support a global pharmaceutical company! Calian Patient Support Programs offers competitive salaries and a great benefits plan to all employees.

Job Description : The Nurse Educator is primarily responsible for the implementation, management, and execution of our client's Patient Support Program(s). You will act as a Single Point of Contact (SPOC) for our client's patients and assist in optimizing and accelerating positive patient and program outcomes, while supporting cross-functional teams such as Healthcare Professionals (HCPs) or extended health teams. You will manage daily program activities, support HCPs and other stakeholders in the field, manage patient files, and monitor metrics and KPIs. You will execute program tasks related to navigating, coordinating, educating, and supporting patient and HCP stakeholders in delivering PSP treatments.

MAJOR ACCOUNTABILITIES :

Patient Support Program Related Accountabilities :

• Support PSP Lead in the management of External Service Providers (ESP) related to the PSP, including pharmacies, clinics, infusion sites, and telehealth.
• Conduct remote and field activities with specified centers to offer bilingual support for patients' access to treatment.
• Support cross-functional PSP teams in reimbursement, Financial Assistance (FA), adherence, and retro-billing / free of charge activities.
• Ensure daily program activities are completed efficiently, including data entry, reimbursement, financial assistance, document coordination, and communication with HCPs and patients.
• Assist patients with program enrollment, clinical screening, reimbursement, adherence support, and document coordination.
• Monitor and report on program metrics (KPIs) alongside PSP Lead and Brand teams; provide insights and suggest improvements to mitigate risks.
• Maintain up-to-date and approved program documentation and communications.
• Provide after-hours support to patients, clinics, and pharmacies as part of risk management.
• Be available for program urgencies from patients, clinics, and pharmacies.
• Ensure the availability and proper functioning of IT and call systems, with IT support.
• Maintain business continuity of all programs.

Cross-Functional Accountabilities :

• Develop and implement program tactics and innovative solutions in collaboration with cross-functional teams, including CRM and reporting optimization, budgeting, and program service enhancements.
• Develop end-user training for programs and systems.
• Assist field and medical teams in managing HCP requests efficiently.
• Assist in explaining and presenting patient support program services to internal and external stakeholders.

QUALIFICATIONS AND EXPERIENCE :

• Valid RN license in ON, AB, or BC.
• Minimum of 5 years' post-diploma experience in the pharmaceutical, biopharmaceutical, or healthcare industry.
• Experience with Patient Support Programs required.
• Knowledge of Canadian healthcare systems at national and provincial levels.
• Customer service experience, ideally at a call center level.
• Team management and training experience is an asset.
• Strong soft skills: problem-solving, high emotional intelligence, prioritization, multitasking, excellent communication.
• Bilingual in English and French, both written and spoken.