Bilingual Nurse Case Manager - West Canada

• The Nurse Case Manager is the point of contact for the program, doctors, pharmacies and other HCP’s
• During the first 3-4 months of hire, NCM will be meeting key clinics for a face to face meet and greet to develop ongoing relationship with the clinics
• May be required to provide training and educational materials to patients pertaining to their medication and conduct adherence follow ups
• 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
• Complete follow ups with patients on behalf of the physician offices, as required, to ensure adherence to treatment regimens
• Liaise with the patient, insurer and physician regarding the documentation required for maximum reimbursement coverage, including the exploration of all public and private insurers and providing employer escalations as required
• 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
• Provide HCP and Patients with a technical product overview when required
• Liaise with physicians’ offices, 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
• Maintain service levels in case management, including Adverse Events reported within twenty-four hours of receipt and any other Key Performance Indicators established at the Program level
• Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing, scanning
• 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
• Support patients and HCPs with training, education and Injection services
• Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing, filing, scanning
• Act as lead point of contact between the program and stakeholders and works with clinics and client sales reps.

• Registered Nurse with current registration
• Understanding and compliance with corporate, divisional, departmental and program specific standard operating procedures.

• More than one year and up to three years experience 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.

• 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.

• 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
• Dermatology experience is a plus

• Excellent customer service skills in dealing with patients, physicians, and other clients
• Resolve customer complaints.

• Required to initiate planning and coordination of activities with other members in the work group, make appropriate adjustments to one’s own work plans

• 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

• Able to work independently and make appropriate decisions
• May be required to rotate shifts

• Ability to communicate written and verbally in both English and French

• Up to 10% of travel may be required
• Valid driver’s license required
• Ability to apply for corporate credit card for travel expenses.

McKesson