Job Summary
The Nurse Case Manager (NCM) will play an essential role in supporting patients living with GvHD to improve both their health outcomes and quality of life. NCM offers enrolment and reimbursement support to physicians and to patients. Assist the physician with the completion of all program-specific paperwork and follow-up on submissions pertaining to obtaining drug reimbursement/coverage through private and provincial drug formularies to ensure patients have access to their prescribed treatments in a timely manner. Act as a key resource to physicians who are prescribing this medication and continuous support for renewals, and coverage changes.
Duties And Responsibilities
- Assist in completing patient enrolment, including gathering all pertinent and appropriate information to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner.
- Liaise and advocate with third-party providers and provincial governments as necessary to determine coverage options.
- Complete Welcome Call activities with the patient according to defined scripts.
- Provide patients and physicians with direct toll-free number.
- Facilitate any required communication with physicians, Patient Support Programs, or other health care professionals involved in the patient’s circle of care.
- Follow up and advocate until a decision is received, ideally securing coverage for the patient, if applicable.
- Work closely with the manufacturer local sales representatives to support specific physician’s and staff needs, if applicable.
- Offer and/or provide educational training to patients and physicians on product(s).
- Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients.
- Coordinate and schedule patients at appropriate visit locations (home, clinic, etc.), if applicable.
- Provide updates to internal and external stakeholders based on observations.
- Ensure patient records are maintained and data-accurate to meet program reporting requirements.
- Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems.
- Report and document Adverse Events as per Pharmacovigilance requirements.
- Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project.
- Maintain confidentiality of pharmaceutical partner(s) and corporate information and discuss same only with appropriate Bayshore personnel.
- Complete all relevant reports (time sheets, expenses, mileage, reports, etc.) as per specified timelines and Bayshore’s policy, if applicable.
- Complete product complaint reports.
- Adhere to Bayshore and manufacturer Policies and Procedures.
- Complete other tasks, as requested.
Education
- Graduate of registered Nursing Program or registered practical nursing program holding current registration from a provincial licensing body in Canada.
Experience
- Registered and in good standing with their provincial regulatory body.
- Minimum 2 years’ experience in Patient Support Programs or equivalent.
- Demonstrated expertise in delivering exceptional customer service and fostering positive relationships with internal and external stakeholders.
- Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements).
- Understanding of provincial and private coverage criteria, Special Authorization processes and how to navigate the Canadian drug coverage landscape is an asset.
- Strong computer and technical skills: Excel, Word, Outlook, tablets, web portals/internet use.
- Strong critical thinking and problem-solving skills.
- Making decisions using sound judgment.
- Proficient with accurate data collection and data integrity.
- Ease with working in a paperless environment.
- Ability to drive for results.
- Proven ability to work in a team environment.
- Ability to resolve conflict in a professional matter.
- Strong sense of organization and attention to detail.
- Self-regulation of time management and the ability to multi-task and adhere to deadlines.
- Familiarity with PIPEDA and how it applies in a confidential patient environment.
- Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment.
- Established high speed internet access from home office.
Primary Location
Ontario