Patient Support Specialist (English/French Bilingual)

IQVIA - Kirkland, QC (30+ days ago)

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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.

The Patient Support Solutions (PSS) Specialist acts as the first point of contact and responds to all PSS program incoming calls and communications while managing the call queue within quality standards and specifications. Performs outbound calling as it applies to specific PSS program requirements. The Patient Support Solutions Specialist delivers a seamless service and support to all end users of the STI Patient Support Solutions technology, products and programs by leveraging an ability to help patients or patient advocates navigation drug insurance 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 for Patient Support Solutions according to the ASSIST service delivery model.
Perform an instrumental function providing telephone, email and web-based support services to patients, pharmacists, physicians, and other health care professionals(HCP).
Retrieves and acts upon voice messages as per established policy.
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 performing financial means testing of patients (if applicable) within their designated support program
Responsible for the provision of reimbursement navigation informational services on to patients or patient advocates in parallel with coordination of program logistics with all stakeholders in order to ensure the best patient outcomes.
Identify the need for compassionate, bridging, and copay support according to program scope and make arrangements accordingly on all.
Direct communication with pharmaceutical manufacturers relating to exceptional cases beyond predetermined permissions and standards requiring support.
Completes other administrative support activities as required.

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, support for changes to improve service and morale and contributions to work discussions.
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.

Minimum of 1 year of relevant experience, with work experience in pharmacy, patient assistance, nursing, specialty pharma and a call center are considered strong assets.
Fluently bilingual in French and English.
Familiarity with health insurance and health plan coverage as well as an understanding of pharmacy transactions and claims review.
Strong computer and telecommunication skills with an advanced ability to establish rapport through telephone contact.
Advanced 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 approach a high volume of requests with a positive attitude and an ability to resolve the issue at hand.
Able to organize workflow, have high time management skills to meet client and customer deadlines with accurate transaction and process documentation.
Possess a strong ability to coordinate various patient services in a timely manner resulting in quick and continued access to therapy.
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. 9-9 Monday to Friday.
The ability to multitask is vital to this role along with flexibility on support hours.

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.