Senior Patient Services Specialist

• Be the subject matter expert for the prescribed medication and introduce this therapy to other clinics
• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures
• Review, analyze and validate information provided by patients and HCPs for accuracy and completeness to ensure initiation of services
• Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to HCPs and patients
• Process data entry activities of pertinent information received at different points of contact during the delivery of program services
• Provide answers to general inquiry calls submitted via telephone, web-based platforms or in person, on program services, disease state or product related questions, based on information provided as part of the program materials
• Perform surveys on patients and other program users, based on documentation provided and perform data entry activities on information received
• Liaise with physicians’ offices, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians
• Receive, record and report Adverse Events, as per program working instructions
• Perform Pharmacovigilance surveillance activities
• Coordinate program activities and interdisciplinary interactions and work directly with clinics to provide support and ongoing collaboration for delivery of program services
• Have expertise in one or more job functions within Patient Services group, mentoring, training and monitoring that area of responsibility
• Participate in quality monitoring of services delivered, as assigned by departmental Manager
• Other duties as assigned.

• Adhere to professional standards as prescribed by the professional associations and McKesson as applicable
• Participate and assist in departmental continuous improvement activities related to process, quality, training
• Participate in the development of reports and tools for identifying signals that will flag misunderstanding, misconduct, fraud or other out of protocol program participant related incidents
• Assist with reviews of aggregate data to identify program trends and communicate these trends appropriately
• Maintain program data accuracy through review of program documentation for completeness and consistency.

• Registered Nurse with current registration or pending registration, or in some instances other Health care Professionals such as MD, Nurse (domestic or foreign trained)

• Understanding and compliance with corporate, divisional, departmental and program specific standard operating procedures

• More than one year and up to three years in a previous job or jobs
• Demonstrated ability to communicate efficiently and in an empathetic manner over the phone and in person
• Experience in the healthcare industry including, but not limited to medical claims, insurance verification, pharmacy and/or pharmaceutical manufacturers is preferable.

• Computer/Application Skills: Required to use menu-driven retrieval and search functions on Windows based applications, web-based applications and proprietary information technology systems; ability to use a switch-based telephony software, etc.
• Problem Solving: Navigates quickly and effectively to resolve problems and obstacles, even when complex and unique circumstances occur; responds to recurring problems by investigating the underlying causes and taking steps to eliminate them. Only difficult problems are referred to supervisor
• External Customer Service: Excellent customer service skills in dealing with patients, physicians, and other clients, resolve customer complaints
• Planning/Coordinating Work: Required to initiate planning and coordination of activities with other members in the work group, make appropriate adjustments to one’s own work plans
• Innovation: Expected to suggest innovations to the supervisor which affect the job or its workflow. Tries different approaches when initial efforts to solve problems fail; anticipates possible problems and develops alternatives
• Working Conditions: Able to work independently and make appropriate decisions, may be required to rotate shifts
• Language Skills: Ability to communicate written and verbally in both English and French is desired and, in some cases, mandatory
• Travel: Valid Driver’s License, current auto insurance policy and access to reliable transportation, for regional travel.

McKesson