Case Manager, Patient Support Programs (R1088983) en Halifax, CA de IQVIA™

Fecha de publicación 9/19/2019

Resumen de la oferta

  • Tipo de empleado:
    Tiempo completo
  • Ubicación:
    Halifax, CA
  • Tipo de empleo:
  • Experiencia:
    Not Specified
  • Fecha de publicación
  • ID del Empleo:

Descripción del trabajo

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Job purpose

In either a remote or contact center based capacity, the ASSIST Case Manager acts as a single point of contact resource and responds to incoming calls and communications within quality standards and specifications for specific pre-established program end users (health care practitioners, patients, etc.). Performs outbound calling as it applies to specific Program requirements. The ASSIST Case Manager delivers a seamless service and support to the pre-established list of end users of the STI  Patient Support Solutions programs by leveraging an advanced ability to facilitate drug insurance navigation on behalf of patients according to patient’s province of residence.

Duties and responsibilities

Service Delivery

  • Practices within the scope, process and policy frameworks of the program and the role defined within the ASSIST team according to the single point of contact service delivery model.
  • Works in collaboration with assigned health care practitioners (HCPs) and reports to those HCPs on the status of assigned patients
  • Retrieves and acts upon voice messages as per established policy.
  • When contact center based, manages the call queue in accordance with established policy.
  • Reports Adverse Events or Adverse Drug Reactions within a 24-hour period or as per the manufacturer’s specifications.
  • Responsible for the provision, management and completion of reimbursement navigation and administrative services on behalf of patients with public and private payers , including management of special/prior authorizations
  • Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
  • Act as an internal patient assistance program exceptional case reviewer and provide approval on behalf of pharmaceutical manufacturer clients for cases according to predetermined permissions and standards.
  • Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.

Service Excellence and Development

  • Respects quality standards and contributes to service excellence.
  • Implements continuous quality improvement principles by serving callers in a respectful, courteous, confidential, and caring manner.
  • Provides service in a manner that adheres to STI and STI client privacy policies.
  • Contributes to maintaining a healthy workplace.
  • Participates in and enhances unit function through team meeting attendance, effective team communication,
  • Participates in staff orientation and continuing education sessions as required.
  • Represents STI Technologies Limited in external activities as appropriate. 
  • Contributes to team development and maintains professional conduct at all times.
  • Embrace change and thrive on being part of the team’s success through communication, dedication and            commitment to the company’s goals.


  • University degree  or equivalent experience providing support in the health care field or patient assistance, health insurance and/or drug reimbursement background.
  • Minimum of one year of relevant experience, with work experience in , patient assistance, specialty pharma or a call center.
  • Fluently bilingual in French and English.
  • Knowledge of Canadian drug reimbursement landscape considered an asset
  •  Knowledge of computer environments and basic computer programs (Excel, Word and Outlook).  
  • Strong communication skills, excellent telephone etiquette, a keen eye for accuracy and the ability to quickly evaluate and respond to an array of inquiries; ability to manage ambiguity with a view to issue resolution
  • Ability to organize workflow, and manage time effectively  to meet client and customer deadlines with accurate transaction and process documentation.
  • Capacity to work in a team environment and support co-workers.
  • Ability to identify opportunities for personal, team and service improvement and recommend workable solutions.
  • Willingness to seek opportunities to advance professional development, such as volunteering for special projects or participating as a committee member.
  • Ability and willingness to work rotating shifts, 9am-9pm AST, Monday to Friday.

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

Job ID: R1088983