Patient Services Specialist

Accountabilities:

In this role, you will manage patient support and reimbursement activities while maintaining accurate documentation and timely communication with healthcare stakeholders.

• Serve as a primary point of contact for patients, insurers, and physician offices regarding reimbursement and patient support documentation.
• Collect, review, and submit reimbursement forms to private insurers and provincial drug plans.
• Follow up with insurers and relevant agencies to obtain coverage decisions and provide timely status updates.
• Maintain accurate case notes, patient records, and documentation within program databases.
• Escalate complex cases or issues outside program scope according to established procedures.
• Provide reimbursement updates and program information to healthcare professionals.
• Support patient follow-up activities on behalf of physician offices to promote continuity of therapy.
• Respond to inbound inquiries and conduct outbound outreach by phone, email, and fax.
• Accurately document and report Adverse Events in accordance with program and regulatory requirements.
• Meet established service levels, quality standards, and performance metrics.
• Participate in process improvement initiatives, quality programs, and ongoing training.

Requirements:

The ideal candidate combines healthcare or customer-facing experience with strong administrative capabilities, attention to detail, and the ability to manage sensitive patient interactions professionally.

• High school diploma or equivalent combination of education and experience.
• 3+ years of experience in patient services, healthcare administration, reimbursement support, customer service, or a call center environment.
• Strong verbal and written communication skills in English.
• Experience interacting directly with patients, customers, or healthcare professionals.
• Strong administrative, documentation, and data-entry skills.
• Proven ability to manage multiple priorities while meeting deadlines and service standards.
• Experience with Patient Support Programs, reimbursement support, specialty pharmacy, or healthcare navigation services is preferred.
• Knowledge of Canadian private and public drug reimbursement processes is an asset.
• Experience in healthcare, insurance, pharmaceutical, or biotechnology environments is preferred.
• Experience working in remote, virtual, or phone-based environments is an asset.
• Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook, and case management systems.
• Strong attention to detail and the ability to handle sensitive patient situations with professionalism and empathy.
• Must reside in British Columbia, Alberta, Saskatchewan, or Manitoba and be legally authorized to work in Canada.
• Comfortable with extended periods of computer use, phone-based communication, and data entry.

Benefits:

• Full-time, fully remote position for candidates residing in Western Canada.
• Work within scheduled program operating hours of 8:00 a.m. to 8:00 p.m. EST.
• Competitive compensation package based on factors including experience, skills, performance, market conditions, and geographic location.
• Potential eligibility for additional compensation, including annual bonus or long-term incentive opportunities.
• Access to a broader benefits and Total Rewards package.
• Opportunity to contribute directly to patient access and continuity of therapy.
• Exposure to healthcare reimbursement, patient support programs, and collaboration with multiple healthcare stakeholders.