Senior Field Case Manager
New
J
JobgetherPatient support programs
Based in CanadaFull-TimeSenior
Salary99,000 - 107,000 CAD per year
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Job Details
- Languages
- French-English bilingualism is considered an asset.
- Experience
- At least three years of experience as a Field Case Manager or in an equivalent patient support program role
- Required Skills
- Microsoft Office
Requirements
- Hold a nursing qualification as a Registered Nurse (RN), Registered Practical Nurse (RPN), Licensed Practical Nurse (LPN), or an equivalent relevant healthcare discipline.
- Have at least three years of experience as a Field Case Manager or in an equivalent patient support program role.
- Have experience providing peer mentorship, training, coaching, or senior-level operational support.
- Understand patient support program operations, public and private drug coverage, reimbursement navigation, prior authorizations, specialty pharmacy workflows, and patient access pathways.
- Demonstrate the ability to manage challenging patient cases and troubleshoot access and reimbursement issues.
- Apply clinical judgment to recognize patient needs and clinical or safety concerns and follow appropriate escalation pathways.
- Bring verbal and written communication, relationship-building, active listening, and conflict-resolution skills.
- Identify operational trends, quality concerns, and improvement opportunities, and translate findings into actionable recommendations.
- Balance patient caseload responsibilities with mentoring, training, auditing, and operational support.
- Have experience using CRM systems, case management platforms, Microsoft Office applications, and digital collaboration tools.
- Work independently in a remote environment and collaborate with cross-functional teams.
- Hold a valid driver's license, have access to a vehicle, and be able to travel within the assigned region as required.
- French-English bilingualism is considered an asset.
Responsibilities
- Act as the first point of contact for Field Case Managers seeking case, program, reimbursement, or operational guidance.
- Support colleagues with complex patient access situations, reimbursement pathways, specialty pharmacy workflows, and clinic coordination.
- Escalate clinical, operational, patient safety, and complaint concerns through appropriate channels.
- Support onboarding and training through structured training, shadowing, coaching, and field guidance.
- Contribute to training materials, standard operating procedures, work instructions, and field resources.
- Assist with file audits, productivity reviews, quality assurance, KPI monitoring, data cleanup, and process improvement.
- Maintain a small patient caseload and deliver support in accordance with clinical standards and program expectations.
- Maintain accurate documentation in CRM platforms and other required systems.
- Build relationships with patients and healthcare professionals, including physicians, nurses, pharmacists, specialty pharmacies, and clinics.
- Coordinate with internal leaders and cross-functional stakeholders on regional priorities, training, program updates, and team coverage.
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