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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Patient Services Specialist based in Canada.
This role plays a critical part in supporting patients’ access to prescribed therapies by coordinating reimbursement and administrative processes within Patient Support Programs. You will act as a bilingual liaison between patients, healthcare providers, insurers, and drug plans, ensuring that documentation is complete, accurate, and processed efficiently. The position combines patient-facing communication with structured administrative work in a highly regulated healthcare environment. You will help expedite reimbursement decisions, provide timely updates, and ensure continuity of care for patients navigating complex treatment pathways. Working fully remotely, you will collaborate with multiple stakeholders across the healthcare system while maintaining a high standard of empathy, accuracy, and professionalism. This is an impactful role for someone who thrives in structured processes while making a meaningful difference in patient outcomes.
Accountabilities
- Serve as a bilingual point of contact for patients, physicians, insurers, and drug programs, supporting reimbursement workflows and ensuring clear communication across all stakeholders in both English and French.
- Collect, review, and submit reimbursement documentation while ensuring accuracy, completeness, and compliance with program and regulatory requirements.
- Follow up with insurance providers and provincial or private drug plans to track coverage decisions and provide timely updates to patients and healthcare professionals.
- Maintain detailed and accurate case records, including documentation, notes, and outcomes within patient management systems, ensuring data integrity and traceability.
- Support inbound and outbound communication activities, including phone calls, emails, and fax correspondence, while escalating complex cases when required.
- Report adverse events and participate in continuous improvement initiatives to enhance service quality, operational efficiency, and patient experience.
Requirements
- Minimum 3 years of experience in administrative support, patient services, call centre, healthcare, or customer service environments involving direct client interaction.
- Fluency in both English and French, with strong written and verbal communication skills to effectively support bilingual patient and provider interactions.
- Strong organizational and data entry skills, with the ability to manage documentation accurately and follow structured procedures in a regulated environment.
- Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in emotionally sensitive or high-volume situations.
- Experience with Microsoft Office tools and case management or CRM systems, with comfort working in a fully remote, phone- and computer-based role.
- Knowledge of patient support programs, insurance reimbursement processes, or pharmaceutical/healthcare environments considered an asset.
Benefits
- Fully remote position available anywhere in Canada, offering flexibility and reduced commuting requirements.
- Competitive compensation package with opportunities for performance-based incentives.
- Comprehensive training and onboarding within a structured healthcare support environment.
- Exposure to patient support programs and the broader pharmaceutical and healthcare ecosystem.
- Opportunity to contribute directly to patient access and continuity of care.
- Collaborative, process-driven work environment with strong focus on quality and compliance.
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