Bilingual Case Manager, Non-Nurse
To be a single point of contact offering case management support services to patients. Assist the patients, physicians, and nurses with the completion of all program-specific paperwork. Act as a resource to physicians who are prescribing medications and patients who need on-going support. This position reports into the Program Manager. The Case Manager thrives in an environment that emphasizes teamwork and accountability, possesses a deep willingness to serve customers, and drives positive customer experiences in a fast paced work environment.DUTIES AND RESPONSIBILITIESEnsure patient has been enrolled through support program.Review patient charts (paper and electronic-based); keep detailed notes in charts.Gather all pertinent and appropriate information from the chart to complete the necessary forms in a concise, organized, and professional manner.Proactively offer counseling, advocacy, and assistance for patients, including ensuring drug delivery from the specialty pharmacy and that patients are scheduled for receiving their medication.Work with the site representatives to support specific customer needs.Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics.Provide updates to stakeholders as requested and required.Perform data entry, answer inbound calls, make outbound calls, manage e-mail and fax software, and perform general administrative functions including faxing and filing.Must be able to identify and report adverse events to Health Canada (if applicable) and enter into source system and third-party systems.Report and document adverse events as per pharmacovigilance requirements.Participate in ongoing internal and/or external continuing education activities.Adhere to Bayshore Policies and Procedures.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.Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns.Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel.Complete other tasks as requested.REPORTING RELATIONSHIPSThis position reports into the Program Manager.Post-secondary education or equivalent.Excellent verbal and written skills in English and French.Experience in the healthcare, pharmaceutical, or insurance industry would be an asset; experience with patients with autoimmune diseases would also be an asset.Strong customer service, communication, and problem-solving skills required.Comfortable working in a contact center environment.Proficient in Microsoft Office applications (Outlook, Word, and Excel).Organized with a high attention to detail.