Spécialiste bilingue du soutien aux patients - télétravail / Bilingual Patient Support Specialist - REMOTE
$50.5k - $84.1k per yearFull-time
IQVIA
Objet de l'emploi :
Le spécialiste du soutien aux patients (SSP) agit comme point de contact principal dans un centre d'appels, offrant un soutien de haute qualité aux patients et aux professionnels de la santé. Ce rôle facilite l'accès aux services du programme de soutien aux patients, notamment l'inscription au programme, la réponse aux demandes de renseignements et l'aide à la navigation de la couverture d'assurance-médicaments. Le SSP gère principalement les appels entrants selon des quarts rotatifs, y compris en soirée, et utilise des systèmes téléphoniques ainsi que plusieurs plateformes informatiques pour fournir une assistance rapide et précise. Ce poste exige d'excellentes compétences en communication, une grande attention aux détails et la capacité de travailler efficacement dans un environnement dynamique axé sur le service à la clientèle. Devoirs et responsabilités : Prestation de services- Pratiques dans la portée, les processus et les cadres stratégiques du programme et le rôle défini pour les solutions de soutien aux patients selon le modèle de prestation de services DEDICATE.
- Remplir une fonction instrumentale en fournissant un soutien clinique par téléphone, par courriel et sur le Web, des demandes de produits, des pratiques exemplaires de traitement, des services de dépannage d'administration de traitement aux patients, aux pharmaciens, aux médecins et à d'autres professionnels de la santé (HCP) en conséquence.
- Fournit conselling aux patients selon les exigences du fabricant pharmaceutique.
- Fournit un soutien à l'observance et à la conformité aux patients.
- S'occupe de toutes les références cliniques internes du programme.
- Récupère et agit sur les messages vocaux conformément à la politique établie.
- Lorsqu'il est basé sur le centre de contact, gère la file d'attente des appels conformément à la stratégie établie.
- Signale des effets indésirables ou des effets indésirables d'un médicament dans un délai de 24 heures ou selon les spécifications du fabricant.
- Responsable d'effectuer des tests de ressources financières pour les patients (s'il y a lieu) dans le cadre de leur programme de soutien désigné
- Responsable de la fourniture, de la gestion et de l'achèvement des services avancés de navigation et d'administration du remboursement au nom des patients parallèlement à la coordination de la logistique du programme avec tous les intervenants afin d'assurer les meilleurs résultats pour les patients.
- Déterminer le besoin de soutien compatissant, de transition et de quote-part en fonction de la portée du programme et prendre des dispositions en conséquence sur tous.
- Agir à titre d'examinateur de cas exceptionnels interne du programme d'aide aux patients et fournir une approbation au nom des clients des fabricants de produits pharmaceutiques pour les cas selon des autorisations et des normes prédéterminées.
- Communication directe avec les fabricants de produits pharmaceutiques concernant des cas exceptionnels au-delà des autorisations prédéterminées et des normes nécessitant un soutien.
- Effectuer d'autres activités de soutien administratif au besoin en recueillant des renseignements sur les dossiers des patients, y compris en facilitant la préparation et la présentation des formulaires d'autorisation spéciale et des appels du régime d'assurance-médicaments, au besoin.
- Respecte les normes de qualité et contribue à l'excellence du service.
- Met en œuvre les principes d'amélioration continue de la qualité en servant les appelants d'une manière respectueuse, courtoise, confidentielle et attentionnée.
- Fournit le service d'une manière qui respecte les politiques de confidentialité des clients STI et STI.
- Contribue au maintien d'un milieu de travail sain.
- Participer et améliorer la fonction de l'unité grâce à la participation aux réunions d'équipe, à une communication efficace de l'équipe, à un soutien aux changements visant à améliorer le service et le moral et à des contributions aux discussions de travail.
- Participer aux séances d'orientation et de formation continue du personnel, au besoin.
- Représente STI Technologies Limited dans le cadre d'activités externes, le cas échéant.
- Contribue au développement de l'équipe et maintient une conduite professionnelle en tout temps.
- Embrassez le changement et vous épanouissez en faisant partie du succès de l'équipe grâce à la communication, au dévouement et à l'engagement envers les objectifs de l'entreprise.
- Apporte son soutien à l'équipe Qualité et PV pour des projets et des tâches au besoin, selon la disponibilité et les priorités de l'équipe.
- Parfaitement bilingue en français et en anglais. La maîtrise de l'espagnol est considérée comme un atout.
- Minimum d'un an d'expérience pertinente, par exemple en pharmacie, assistance aux patients, soins infirmiers, produits pharmaceutiques spécialisés, service à la clientèle ou centre d'appels.
- Capacité et volonté de travailler selon un horaire rotatif, de 9 h à 21 h (HNA), du lundi au vendredi.
- Excellentes compétences en communication, très bonne étiquette téléphonique, souci du détail et capacité à évaluer rapidement diverses demandes et à y répondre; aptitude à gérer un volume élevé de requêtes avec une attitude positive et à résoudre efficacement les problèmes.
- Démontre de solides compétences en organisation et en gestion du temps, avec la capacité de suivre des processus établis, de respecter les délais, de soutenir les tâches administratives et de documenter avec précision les procédures requises.
- La capacité à effectuer plusieurs tâches simultanément est essentielle pour ce poste, tout comme la flexibilité concernant les heures de soutien.
- Maîtrise des environnements informatiques et des logiciels de base (tels qu'Excel, Word et Outlook).
- Grande capacité à coordonner divers services aux patients de manière efficace, assurant un accès rapide et continu aux traitements.
- Capacité à travailler en équipe et à soutenir ses collègues.
- Connaissance approfondie des assurances santé et de la couverture des régimes de soins de santé, soutien à la navigation en matière de remboursement, ainsi qu'une compréhension des transactions pharmaceutiques et de l'examen des réclamations, considérées comme de forts atouts.
- Capacité à identifier des occasions d'amélioration personnelle, d'équipe et de service, et à proposer des solutions réalisables.
- Un diplôme universitaire ou collégial est considéré comme un atout.
- Practices within the scope, process and policy frameworks of the program and the role defined for Patient Support Solutions according to the DEDICATE service delivery model.
- Perform an instrumental function providing telephone, email and web-based clinical support, product inquiry, treatment best practices, treatment administration trouble shooting services to patients, pharmacists, physicians, and other health care professionals (HCP) accordingly.
- Delivers counselling to patients according to pharmaceutical manufacturer requirements.
- Provides adherence and compliance support to patients.
- Handles all internal program clinical referrals.
- Retrieves and acts upon voice messages as per established policy.
- When contact center based, manages the call queue in accordance with established policy.
- Reports Adverse Events or Adverse Drug Reactions within a 24-hour period or as per the manufacturer's specifications.
- Responsible for performing financial means testing of patients (if applicable) within their designated support program
- Responsible for the provision, management and completion of advanced reimbursement navigation and administrative services on behalf of patients in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
- Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
- Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
- Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
- Completes other administrative support activities as required by gathering patient chart information including facilitating the completion and submission of drug plan special authorization forms and appeals when necessary.
- Respects quality standards and contributes to service excellence.
- Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
- Provides service in a manner that adheres to STI and STI client privacy policies.
- Contributes to maintaining a healthy workplace.
- Participates in and enhances unit function through team meeting attendance, effective team communication, support for changes to improve service and morale and contributions to work discussions.
- Participates in staff orientation and continuing education sessions as required.
- Represents STI Technologies Limited in external activities as appropriate.
- Contributes to team development and maintains professional conduct at all times.
- Embrace change and thrive on being part of the team's success through communication, dedication and commitment to the company's goals.
- Assists the Quality & PV team with projects and tasks on an as-needed basis, depending on availability and team priorities.
- Fluently bilingual in French and English. Proficiency in Spanish is considered an asset.
- Minimum of 1 year of relevant experience, such as pharmacy, patient assistance, nursing, specialty pharma, customer service or a call center.
- Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.
- Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
- Demonstrates strong organizational and time management skills, with the ability to follow established workflows, meet deadlines, support administrative tasks, and accurately document processes as required.
- The ability to multitask is vital to this role along with flexibility on support hours.
- Proficient in using computer environments and basic computer programs and software tools (such as Excel, Word and Outlook).
- Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
- Capacity to work in a team environment and support co-workers.
- Detailed knowledge of health insurance and health plan coverage, reimbursement navigation support as well as an understanding of pharmacy transactions and claims review are considered strong assets.
- Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
- University degree or diploma considered as asset.
Vacancy posted 27 days ago
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