Field Clinic Support Manager - Ontario

Position Type:                   Full Time

Department:                     Patient Programs

Work Location:                 Ontario 

Work Arrangement:       Remote

Work Hours:                     Monday to Friday - standard business hours, with flexibilty to work outside of business hours when necessary

Travel Required:              upto 70% within Ontario

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country


• State-of-the-art facilities to provide high-quality products and services


• The opportunity to be a part of a winning, high-performing team


• Collaborative, engaging workplace culture – we are passionate about our people!


• Flexible working environment that promotes a healthy work-life balance


• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued


• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

Reporting to Program Supervisor, the Field Clinic Support Manager is responsible for managing all aspects of the clinic relations. The Field Clinic Support Manager acts as a liaison and provides ongoing feedback to the Program Supervisor based on observations in the field and feedback from customers as it pertains to the quality of service, training, and other areas of importance and to deliver optimal PSP services by supporting patients and clinics. The Field Clinic Support Manager is required to interact and collaborate with the clinic’s team, PSP team, Program Supervisor as well as client personnel (Patient Journey Partners). From time-to-time PJP may request meetings, clinic feedback, assistance in issue resolution, reconciliation assistance, delivering of training on PSP services, or other types of information.

Day in the Life (What you will do here):

Field Responsibilities:

• Provide HCP portal training to the clinic staff


• Utilize PSP related applications and software to complete reports and facilitate completion of enrollment forms, reimbursement forms, and other Program functions


• Schedule and manage weekly clinic visits (or at such frequency as deemed appropriate)


• Support PSP dose reconciliation at clinic level


• Proactively assess PSP services and make suggestions to enhance outcomes and quality of service

Clinic Management:

• Offer support to clinics by performing and managing PSP related interactions; this activity includes specific functions such as:


• Determining on a case-by-case basis which PSP elements are necessary to satisfy the needs of the assigned prescribing HCP’s, subject to the limitations set out in contractual agreements with the client


• Assist HCP’s in reviewing patient status and facilitating patient enrolment, as appropriate


• Prepare and/or assist in the completion of Special Authorization submissions to the appropriate insurer by, among other things, reviewing patient charts, assessing previous therapies and tests


• Request PSP materials such as Program enrollment forms, clinic guides, and patient printed materials from the client on an as needed basis


• In collaboration with the Program Manager, train HCP’s and other clinic staff on PSP service offerings, subject to the limitation of the contractual agreement

Patient Support:

• Through the support of clinics and field PSP responsibilities, the Field Clinic Support Manager will perform specific tasks such as:


• Enroll patients into the PSP utilizing the appropriate enrollment forms and assist the HCP in preparing documentation for reimbursement of the drug prescribed through the appropriate insurer


• Ensure patient services are coordinated and tracked, according to agreed upon Program performance metrics, to expedite access to therapy


• Provide clear and concise information regarding PSP services to assist patients and HCP’s, as appropriate or desired


• Data entry of sensitive patient information, accuracy, and completeness is crucial


• Report Adverse Events/Severe Adverse Events following approved SOP’s


• Complete relevant reports such as timesheets, expenses, mileage, validate CRM reports etc. as per established Program procedures


• Other duties as assigned by your manager

What you need to ensure you are set up for success:

• Bachelor’s degree completed


• Bilingual communication skills (English and French) is an asset


• 1-2 years of experience in a Patient Support Program


• Experience with reimbursement billing, special access, the appeals process, and conducting field-based reimbursement support and consultation is an asset


• Knowledge of private and public reimbursement structure, systems, and the process is an asset


• Professional demeanor with proven ability to communicate effectively with internal and external customers and stakeholders


• Excellent interpersonal skills and ability to build and maintain good relationships with clinic personnel, internal Sentrex Health Services colleagues, and all client personnel


• Ability to work from home and have a quiet, private home office space


• Excellent verbal and written communication skills


• Strong analytical skills including interpretation of regulations and legislation


• Advanced knowledge of the pharmaceutical distribution industry


• Excellent customer service, problem-solving, and conflict resolution skills


• Typing skills and ability to be a strong functional user of various computer-based programs


• Must be willing to travel - approximately 50%-70% of the time within Ontario


• Requires a valid driver’s license


• Requires access to a vehicle for clinic visits

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.


• You are highly adaptable with a track record of success during times of growth and organizational change.


• You have a proven track record of developing trust and influence at multiple levels.


• You demonstrate an impactful and candid communication style.


• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement


• Wellness Program (5 paid days off for your well-being!)


• Paid Sick Days


• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance


• Employee & Family Assistance Program


• RRSP Matching Program


• The anticipated base salary hiring range for this role is $72K to $82K annually. The final base salary will be determined based on relevant experience, skills, and internal equity.

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications.  We realize that not every candidate will meet every single desired qualification.  If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

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