Bilingual Patient Services Specialist

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McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we’re so much more than a distribution company. We’ve automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions.

Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all. At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

The Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases.

Responsibilities:

  • The Patient Services Specialist will be responsible for the timely enrollment of the patient into the Patient Support Program
  • Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
  • Conduct information and conduct patient financial assessment eligibility based on program guidelines
  • Provide responses to general inquiry calls based on information provided as part of the program materials
  • Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
  • Proactively monitor the patient’s file to ensure that reimbursement and financial assistance renewals are done in a timely manner
  • Process documents supporting the patient’s care, including infusion reports, lab results, copays
  • Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements
  • Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
  • 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 Key Performance Indicators established as the Program level
  • Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing.

Minimum Requirements:

  • Typically requires 5 + years of related experience

Additional Skills:

  • Experience in the healthcare, pharmaceutical or insurance industry would be an asset
  • Strong customer service, communication, problem solving skills required
  • Comfortable working in a contact center environment
  • Proficient in Microsoft Office applications (Word/Excel)
  • Team Player
  • Post-secondary education or equivalent
  • Organized with a high attention to detail
  • Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday)
  • The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible

McKesson touche la vie des patients en œuvrant dans pratiquement tous les aspects des soins de santé dans le but d’améliorer la santé en général. Chaque jour, McKesson Canada a une incidence sur la vie de 12 millions de Canadiens. L’entreprise propose plus de 35 000 produits dans 12 centres de distribution et assure la distribution à 6 300 pharmacies de détail, 1 350 hôpitaux, centres de soins de longue durée, cliniques et établissements partout au Canada. Toutefois, McKesson Canada est beaucoup plus qu’une entreprise de distribution. Elle a automatisé 2 500 pharmacies de détail et distribue chaque année plus de 100 millions de doses de médicaments grâce à ses solutions d’automation.

Les fabricants, les fournisseurs de soins de santé et les patients comptent sur nous pour une gamme complète de services qui contribuent à la qualité et à la sécurité des soins de santé au profit de tous. Chez McKesson Canada, vous nous aiderez à accomplir notre mission : améliorer la vie des gens et faire progresser les soins de santé. Travailler ici représente une occasion d’édifier une industrie qui est vitale pour nous tous.

Le spécialiste des services aux patients fait partie intégrante de l’équipe des Services aux patients et est responsable de la coordination et de la prestation des services liés aux programmes de soutien aux patients offerts par les Services spécialisés McKesson. Ce poste nécessite des interactions avec les patients, les compagnies d’assurance, les pharmacies, les médecins et d’autres professionnels de la santé (PS) pour explorer et obtenir une couverture pour le médicament prescrit ainsi que la gestion des cas des patients.

Responsabilités:

  • Le spécialiste des services aux patients sera responsable de l’inscription en temps opportun du patient au programme de soutien aux patients
  • Assurer la liaison avec le patient, l’assureur et le médecin concernant la documentation requise pour une couverture de remboursement maximale, y compris l’exploration de tous les assureurs publics et privés et fournir les recours hiérarchiques de l’employeur au besoin
  • Recueillir de l’information et vérifier l’admissibilité du patient à l’aide d’une évaluation financière en fonction des directives du programme
  • Fournir des réponses aux demandes de renseignements généraux en fonction des renseignements fournis dans le cadre du matériel du programme
  • Coordination avec les pharmacies spécialisées et de détail pour s’assurer que le patient a accès au traitement requis
  • Surveiller proactivement le dossier du patient pour s’assurer que les renouvellements de remboursement et d’aide financière sont effectués en temps opportun
  • Documents de processus à l’appui des soins du patient, y compris les rapports de perfusion, les résultats de laboratoire et les quotes-parts
  • Recevoir, enregistrer et signaler les événements indésirables conformément aux exigences du fabricant de produits pharmaceutiques
  • Participer et assister aux activités d’amélioration continue du service lié aux processus, à la qualité, à la formation, etc.
  • Maintenir les niveaux de service dans la gestion des cas, y compris les taux de réponse par téléphone et le délai avant le premier contact avec le patient
  • Événements indésirables signalés dans les vingt-quatre heures suivant la réception et tout autre indicateur clé de performance établi comme niveau du programme
  • Effectuer la saisie de données, répondre aux appels entrants, passer des appels sortants, gérer les logiciels de courriel et de télécopie et exercer des fonctions administratives générales, y compris la télécopie et le classement

exigences minimales:

  • Exige habituellement plus de cinq ans d’expérience connexe

autres compétences:

  • Avoir une expérience dans le secteur des soins de santé, des produits pharmaceutiques ou de l’assurance est un atout
  • Solides aptitudes pour le service à la clientèle, la communication et la résolution de problèmes
  • Aisance à travailler dans un environnement de centre de contact
  • Maîtrise des applications Microsoft Office (Word/Excel)
  • Esprit d’équipe
  • Études postsecondaires ou l’équivalent
  • Organisé, avec un grand souci du détail
  • Flexibilité dans la rotation du travail ou la variété des heures de travail (les heures d’ouverture sont de 8 h à 20 h du lundi au vendredi)
  • Le titulaire de ce poste fournira un soutien quotidien aux clients internes et/ou externes à l’extérieur du Québec et/ou des États-Unis. Par conséquent, il/elle doit maîtriser l’anglais parlé et écrit. Veuillez noter que le nombre de postes nécessitant des compétences en anglais a été limité dans la mesure du possible.

Career Level – IC Business Support – B4

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. 

Our Base Pay Range for this position

$45,000 – $75,000

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants’ needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Current employees must apply through internal career site.

Join us at McKesson!

Read Full Description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. At McKesson Canada, we touch the lives of 12 million Canadians every day. We carry more than 35,000 products in 12 distribution centers and ultimately provide distribution to 6,300 retail pharmacies, 1,350 hospitals, long-term care centers, clinics and institutions all over Canada. But we’re so much more than a distribution company. We’ve automated 2,500 retail pharmacies and dispense over 100 million doses a year through our automation solutions.

Manufacturers, healthcare providers and patients count on us for a full range of services that contribute to the quality and safety of care for us all. At McKesson Canada, you’ll help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

The Patient Services Specialist is an integral part of the Patient Services team, responsible for the coordination and delivery of services related to the patient support programs offered by McKesson Specialty. The role involves interactions with patients, insurance companies, pharmacies, physicians and other health care professionals (HCPs) to explore and obtain coverage for the prescribed medication as well as management of the patient cases.

Responsibilities:

  • The Patient Services Specialist will be responsible for the timely enrollment of the patient into the Patient Support Program
  • Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
  • Conduct information and conduct patient financial assessment eligibility based on program guidelines
  • Provide responses to general inquiry calls based on information provided as part of the program materials
  • Coordination with Specialty and Retail pharmacies to ensure that the patient has access to the required treatment
  • Proactively monitor the patient’s file to ensure that reimbursement and financial assistance renewals are done in a timely manner
  • Process documents supporting the patient’s care, including infusion reports, lab results, copays
  • Receive, record and report Adverse Events as per the Pharmaceutical Manufacturer requirements
  • Participate and assist in departmental continuous improvement activities related to process, quality, training, etc
  • 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 Key Performance Indicators established as the Program level
  • Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing.

Minimum Requirements:

  • Typically requires 5 + years of related experience

Additional Skills:

  • Experience in the healthcare, pharmaceutical or insurance industry would be an asset
  • Strong customer service, communication, problem solving skills required
  • Comfortable working in a contact center environment
  • Proficient in Microsoft Office applications (Word/Excel)
  • Team Player
  • Post-secondary education or equivalent
  • Organized with a high attention to detail
  • Flexibility in working rotational or variety of different hours (hours of operation are 8 am to 8 pm Monday to Friday)
  • The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible

McKesson touche la vie des patients en œuvrant dans pratiquement tous les aspects des soins de santé dans le but d’améliorer la santé en général. Chaque jour, McKesson Canada a une incidence sur la vie de 12 millions de Canadiens. L’entreprise propose plus de 35 000 produits dans 12 centres de distribution et assure la distribution à 6 300 pharmacies de détail, 1 350 hôpitaux, centres de soins de longue durée, cliniques et établissements partout au Canada. Toutefois, McKesson Canada est beaucoup plus qu’une entreprise de distribution. Elle a automatisé 2 500 pharmacies de détail et distribue chaque année plus de 100 millions de doses de médicaments grâce à ses solutions d’automation.

Les fabricants, les fournisseurs de soins de santé et les patients comptent sur nous pour une gamme complète de services qui contribuent à la qualité et à la sécurité des soins de santé au profit de tous. Chez McKesson Canada, vous nous aiderez à accomplir notre mission : améliorer la vie des gens et faire progresser les soins de santé. Travailler ici représente une occasion d’édifier une industrie qui est vitale pour nous tous.

Le spécialiste des services aux patients fait partie intégrante de l’équipe des Services aux patients et est responsable de la coordination et de la prestation des services liés aux programmes de soutien aux patients offerts par les Services spécialisés McKesson. Ce poste nécessite des interactions avec les patients, les compagnies d’assurance, les pharmacies, les médecins et d’autres professionnels de la santé (PS) pour explorer et obtenir une couverture pour le médicament prescrit ainsi que la gestion des cas des patients.

Responsabilités:

  • Le spécialiste des services aux patients sera responsable de l’inscription en temps opportun du patient au programme de soutien aux patients
  • Assurer la liaison avec le patient, l’assureur et le médecin concernant la documentation requise pour une couverture de remboursement maximale, y compris l’exploration de tous les assureurs publics et privés et fournir les recours hiérarchiques de l’employeur au besoin
  • Recueillir de l’information et vérifier l’admissibilité du patient à l’aide d’une évaluation financière en fonction des directives du programme
  • Fournir des réponses aux demandes de renseignements généraux en fonction des renseignements fournis dans le cadre du matériel du programme
  • Coordination avec les pharmacies spécialisées et de détail pour s’assurer que le patient a accès au traitement requis
  • Surveiller proactivement le dossier du patient pour s’assurer que les renouvellements de remboursement et d’aide financière sont effectués en temps opportun
  • Documents de processus à l’appui des soins du patient, y compris les rapports de perfusion, les résultats de laboratoire et les quotes-parts
  • Recevoir, enregistrer et signaler les événements indésirables conformément aux exigences du fabricant de produits pharmaceutiques
  • Participer et assister aux activités d’amélioration continue du service lié aux processus, à la qualité, à la formation, etc.
  • Maintenir les niveaux de service dans la gestion des cas, y compris les taux de réponse par téléphone et le délai avant le premier contact avec le patient
  • Événements indésirables signalés dans les vingt-quatre heures suivant la réception et tout autre indicateur clé de performance établi comme niveau du programme
  • Effectuer la saisie de données, répondre aux appels entrants, passer des appels sortants, gérer les logiciels de courriel et de télécopie et exercer des fonctions administratives générales, y compris la télécopie et le classement

exigences minimales:

  • Exige habituellement plus de cinq ans d’expérience connexe

autres compétences:

  • Avoir une expérience dans le secteur des soins de santé, des produits pharmaceutiques ou de l’assurance est un atout
  • Solides aptitudes pour le service à la clientèle, la communication et la résolution de problèmes
  • Aisance à travailler dans un environnement de centre de contact
  • Maîtrise des applications Microsoft Office (Word/Excel)
  • Esprit d’équipe
  • Études postsecondaires ou l’équivalent
  • Organisé, avec un grand souci du détail
  • Flexibilité dans la rotation du travail ou la variété des heures de travail (les heures d’ouverture sont de 8 h à 20 h du lundi au vendredi)
  • Le titulaire de ce poste fournira un soutien quotidien aux clients internes et/ou externes à l’extérieur du Québec et/ou des États-Unis. Par conséquent, il/elle doit maîtriser l’anglais parlé et écrit. Veuillez noter que le nombre de postes nécessitant des compétences en anglais a été limité dans la mesure du possible.

Career Level – IC Business Support – B4

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. 

Our Base Pay Range for this position

$45,000 – $75,000

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants’ needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Current employees must apply through internal career site.

Join us at McKesson!

Read Full Description

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