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.