Reporting to the Supervisor, the Nurse Patient Experience Navigator plays a vital role in the support for our patients within the patient assistance program. They will be responsible for managing all aspects of program support for assigned physicians or centers (hospital or clinics) in each geographical area and ensures that patients are provided easy access to the support program and access to their drug therapy. The Nurse Patient Experience Navigator will work directly within the reimbursement specialist to help secure funding as well as continuing to build a rapport with clinics and physicians.
Section A - Patient Support
Duties and responsibilities generally include but are not limited to:
? Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures
? 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 or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials
? Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management;
? Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team
? Telephone support in a live inbound/outbound call center (including maintenance calls and adherence support both inbound and outbound as needed);
? Understand the patient's healthcare plan and provide opportunity for the patient to access support beyond program
medication.
? Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;
? Work directly with the reimbursement specialist and the physician to secure funding for their patient's therapies;
assist with alternative funding searches when needed;
? Attend patient meetings, conferences as needed to increase knowledge in order to better support and educate patients
? Identify and report AE's to health Canada, Med Info and enter source system and third-party systems
Section B - Stakeholder Interactions
? Liaise with physicians' offices, pharmacies, infusion services providers and other parties to provide comprehensive
and coordinated service to patients and physicians and resolve issues as they arise;
? Identifies opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.
? Build relationships with key customers within area of responsibility to ensure that specifications and business requirements/portfolio management is clearly established;
? Operates as a liaison between vendors and manufacturer
2 Confidentiality Notice: This document, including any attachments, is for the sole use of its intended recipients and may cont ain confidential,
proprietary and/or privileged information of McKesson Canada or its affiliates. Any unauthorized review, use, disclosure or distribution is
prohibited.
? Provide professional internal/external presentations
? Develop customer management solutions in response to deficiencies in client service and/or operating processes
? Virtual calls/meetings and seminars when applicable
? Identifies business development or expanded service opportunities within existing client base, and works with th e Business Development staff to develop proposals; participate in presentations, sales and marketing efforts, trade shows and other networking activities as required
? Researching and advocating for appropriate publicassistance resources for patients
? Ensures high level of customer responsiveness with proactivity in addressing and solving issues
? Review data to identify trends and issues to account strategy
? Positive, "can-do" attitude and customer focused approach
? Develop customer management objectives and represent customer needs internally in collaboration with Operations, Management and Manufacture.
? Representing the voice of customer to the senior management team on important/urgent issues
? Developing, maintaining and communicating a formal account strategy and portfolio of key growth opportunities
? Ability to adapt to changing workload
Section C - Key Requirements Communication & soft skills
? Effective interpersonal and leadership skills
? Ability to build and maintain professional, yet empathetic relationships;
? Lead difficult conversations with key stakeholders and patients
? Excellent written and verbal communication skills, bilingualism is preferred
? Thrives in a team-oriented environment
? Excellent presentation skills, both face to face and virtual
Technical & Business Understanding
? Strong computer and software skills: Excel, Word, Outlook, Adobe
? Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings.
? Experience in data management/reporting tools is an asset
? Strong business and financial acumen
? Maintains confidentiality of client and corporate information and discusses same only with appropriate personnel
Traits
? Efficient time management
? Strong analytical and mathematical skills
? Ability to motivate, influence and coach colleagues
? Effective organizational skills; attention to detail
Requirements
? Motivated, personable and agile personality with experience in stakeholder management and patient care
? RN/RPN/LPN preferred; Registration with Provincial College of Nurses. Must be a member in good standing of respective regulatory college
? 5-7 years of case/patient management experience
? Extensive knowledge of the MS therapeutic area preferred
? Flexibility to travel across North America (approx. 30% travel depending on site assignment)
? Ability to flex with working hours

McKesson touche la vie des patients en uvrant dans pratiquement tous les secteurs des soins de santé dans le but d'améliorer la santé en général. Chez McKesson Canada, nous créons un impact dans la vie de 12 millions de Canadiens, chaque jour. Nous distribuons plus de 35 000 produits à partir de 17 centres de distribution à 6 300 pharmacies de détail, 1 350 hôpitaux, centres de santé longue durée, cliniques et établissements de santé partout au Canada. Toutefois, nous sommes beaucoup plus qu'une entreprise de distribution. Nous avons automatisé 2 500 pharmacies de détail et distribuons annuellement plus de 100 millions de doses de médicaments grce à nos solutions d'automatisation. Les fabricants, les fournisseurs de soins de santé et les patients comptent sur nous pour une gamme complète de services qui contribuent à la qualité et l'intégrité des soins de santé pour le bénéfice de tous.

Chez McKesson, vous participerez à la création de produits et de solutions qui contribuent à la réalisation de la mission de l'entreprise, soit améliorer la qualité de vie et faire progresser les soins de santé. Travailler ici représente une occasion d'édifier une industrie qui est vitale pour nous tous.

FONCTIONS ET RESPONSABILITÉS PRINCIPALES:

Effectuer les activités d'inscription des patients, conformément aux protocoles du programme et aux procédures départementales applicables

Procéder aux activités de saisie des données d'informations pertinentes reçues à différents points de contact pendant la prestation des services du programme

Fournir des réponses aux appels de renseignements généraux soumis par téléphone ou sur des plateformes Web sur les services du programme, l'état de la maladie ou les questions liées aux produits, en fonction des informations fournies dans le cadre du programme

Fournir un soutien médical aux patients et aux prestataires de soins de santé, y compris, mais sans s'y limiter, une éducation sur des maladies et thérapies spécifiques et sur la gestion des maladies;

Préparer et assister à des sessions de formation approfondies et spécialisées pour des thérapies spécifiques fournies par l'équipe pharmaceutique

Support téléphonique (y compris les appels de maintenance et le soutien de l'observance à la fois entrant et sortant selon les besoins);

Administrer et respecter les protocoles de prise en charge des cas, y compris la surveillance clinique, la collecte de données, le suivi continu des patients, l'observance, la surveillance de l'interruption/arrêt du traitement, la notification des événements indésirables et la liaison avec les fournisseurs de soins de santé primaires;

Travailler directement avec le spécialiste du remboursement et le médecin pour obtenir le financement des thérapies de leurs patients; aider à la recherche de financement alternatif au besoin;

Assister à des réunions de patients, à des conférences au besoin pour informer les patients, les prestataires de soins sur la maladie/l'information sur les produits et les services de gestion de cas;

Doit être en mesure d'identifier et de signaler les EI à Santé Canada, à Med Info et à entrer dans le système source et les systèmes tiers.

Maintient la confidentialité des informations du client et de l'entreprise et n'en discute qu'avec le personnel approprié

Faire la liaison avec les cabinets de médecins, les pharmacies, les fournisseurs de services et d'autres parties pour fournir un service complet et coordonné aux patients et aux médecins et résoudre les problèmes à mesure qu'ils surviennent;

COMPÉTENCES, CONNAISSANCES ET QUALIFICATIONS MINIMALES:

RN/RPN/LPN; Inscription auprès du Collège Provincial des Infirmières. Doit être membre en règle de l'ordre

5-7 ans d'expérience

Connaissance de Microsoft Word, Excel, PowerPoint et d'autres programmes Office

Solides compétences informatiques et logicielles: Excel, Word, Outlook, Adobe

Excellentes compétences en communication écrite et verbale en anglais et en français sont préférées

Compétences interpersonnelles et de leadership efficaces

Compétences organisationnelles efficaces; attention au détail

Capacité à respecter constamment les délais

Excellentes compétences en résolution de problèmes; capacité à résoudre les problèmes de manière efficace et efficiente

Acrobat, entrée de base de données CRM, téléphonie VOIP, portails Web, téléconférences, réunions Web.

Solide sens des affaires et des finances

Solides compétences analytiques et mathématiques

Career Level - IC - Professional - P1

Worker Type

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being . Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

The materials on this site are provided without warranties of any kind, either expressed or implied, including but not limited to warranties regarding the completeness of information contained on this site or in any referenced links. While McKesson attempts to update this site on a timely basis, the information is effective only as of the time and date of posting.

McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

The information on this site is for information purpose only and is not intended to be relied upon with legal consequence.

Current employees must apply through internal career site.

Join us at McKesson!