Remote Senior Case Manager (Remote)

Position Type:  Full Time

Department:  Patient Support Programs

Work Location:  Canada

Work Arrangement:  Remote

Work Hours:  Standard Business Hours, Monday to Friday

Travel Required:  No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country


• State-of-the-art facilities to provide high-quality products and services


• The opportunity to be a part of a winning, high-performing team


• Collaborative, engaging workplace culture – we are passionate about our people!


• Flexible working environment that promotes a healthy work-life balance


• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued


• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

Reporting to the Associate Program Manager, the Senior Case Manager is responsible for delivering high-level case management, training, and support services to a variety of programs and departments at Sentrex Health Solutions.

The Senior Case Manager is responsible for managing all the aspects of the enrollment, reimbursement process, and service coordination for patients who have been prescribed the drug by health care practitioners. The Senior Case Manager will provide drug coverage support to physicians and patients, follow up on submissions pertaining to obtaining coverage through private and provincial drug plans, ensure patients have access to their prescribed treatments in a timely manner, and provide continuous support for patients through excellent communication skills and available resources to ensure patients have easy access to their prescribed therapy.

The Senior Case Manager will be responsible for assisting with program training needs and help to develop and maintain required training.

A Day in the Life (What you will do here):

• Responsible for the timely enrollment of the patient into the Patient Support Program.


• Collaborate with the patient, insurer and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations as required.


• Reviews patient status and assists the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests.


• Provides therapy guidelines/education on the program to manage patient and physician expectations.


• Collects information and conducts patient financial assessment eligibility based on program guidelines.


• Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.


• Reports Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs.


• 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 KPIs established as the Program level.


• Electronically updates the Customer Relationship Management (CRM) tool by providing timely patient and clinic information.


• Fosters and promotes a spirit of teamwork while working with internal patient support teams.


• Acts a liaison and provides ongoing feedback to the Associate Program Manager based-on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance.


• Provides back-up assistance to PSP Supervisors, Associate Program Managers and Programs Managers when required.


• Identifies obstacles to obtaining coverage and channels this information to the Program Manager and/or Associate Program Manager.


• Recommends corrective actions to ensure deliverables are met.


• Collaborates and participates in PSP team and client meetings as necessary.


• Ensures access to therapy has been expedited determined by effective coordination and tracking, according to Program KPIs.


• Completes all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards.


• Responsible for the creation of work-instructions and training documents as required by the program.


• Aids with program pre and post launch-activities.


• Update and revise training content based on ongoing business needs.


• Deliver training content and facilitate learning sessions in person and virtually while using a variety of methods.


• Manage multiple projects with tight deadlines while providing valuable input to enhance and customize processes that exceed operational needs.


• Be a subject matter expert as it relates to the CRM and Case Management for Patient Programs at Sentrex Health Solutions.


• Shadowing of case managers to provide training and support as needed.


• Provide ad-hoc support to multiple programs, teams, and departments.


• Assists with data clean-up as required.


• Provide additional support with other duties or projects as requested by PSP Management

What you need to ensure you are set up for success:

• Bachelor’s Degree or College Diploma in a relevant field of study.


• 2-5 years of experience in Patient Support Programs with advanced knowledge of Case Management and the pharmaceutical distribution industry.


• Demonstrates an aptitude for continuous learning.


• Advanced knowledge of reimbursement billing, special access, the appeals process, and conducting field-based reimbursement support and consultation is required.


• Must be able to work from home and have a quiet, private home office space.


• Excellent verbal and written communication skills in English.


• Knowledge of private and public reimbursement structure, systems, and the process is required.


• Strong analytical skills including interpretation of regulation and legislation.


• Excellent customer service, problem-solving, and conflict resolution skills.


• Strong interpersonal skills.


• Strong functional user of various computer-based programs.


• Bilingualism (English and French) is an asset.


• Proficiency in Adobe Acrobat, SharePoint, and Microsoft Office applications is required.


• Strong ability to consistently meet deadlines and prioritize projects.


• Exceptional organizational skills and ability to activities both for self and others effectively.


• Ability to establish and build healthy working relationships and partnerships with peers.


• Ability to work independently, make decisions, multitask, and solve problems under a high degree of pressure.


• Flexible, resourceful, creative, and proactive work style with an enthusiastic attitude.


• Results-oriented with an ability to handle multiple tasks and maintain a high level of performance.


• Advanced ability to learn and understand new systems and software quickly.


• Excellent problem-solving skills: ability to resolve issues effectively and efficiently.

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.


• You are highly adaptable with a track record of success during times of growth and organizational change.


• You have a proven track record of developing trust and influence at multiple levels.


• You demonstrate an impactful and candid communication style.


• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement


• Wellness Program (5 paid days off for your well-being!)


• Paid Sick Days


• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance


• Employee & Family Assistance Program


• RRSP Matching Program 

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

#LI-BD1