Senior Patient Services Specialist (12-Month Contract)

About the Role

The Senior Patient Services Specialist plays a critical role in delivering high‑quality support to patients enrolled in a patient assistance program. Reporting to the Supervisor, this role is responsible for coordinating end‑to‑end program support for assigned physicians, clinics, and hospitals, ensuring patients experience timely access to therapy, funding assistance, and ongoing care coordination. 

This role works closely with internal reimbursement partners, healthcare providers, and third‑party stakeholders to support patients throughout their treatment journey. The successful candidate brings strong healthcare customer service experience, case coordination expertise, and a patient‑first mindset. 

What You’ll Do: 

• Serve as a primary point of contact for patients, healthcare providers (HCPs), clinics, and pharmacies within a patient assistance program 
• Complete patient and HCP enrollments according to program protocols and privacy requirements 
• Manage accurate data entry and documentation across internal systems and third‑party platforms 
• Provide inbound and outbound phone support related to program services, therapy access, and treatment education 
• Educate patients and HCPs on disease state, therapy expectations, and program support offerings (non-promotional) 
• Support case coordination activities including follow‑ups, therapy adherence, treatment interruptions, and patient monitoring 
• Collaborate with reimbursement partners and physicians to support access and funding pathways for therapy 
• Identify, document, and escalate adverse events (AEs) in compliance with Health Canada and internal reporting requirements 
• Liaise with clinics, infusion providers, specialty pharmacies, and vendors to resolve patient‑related issues 
• Analyze trends, identify service gaps, and recommend process improvements to enhance patient experience 
• Participate in therapy‑specific training, virtual meetings, and educational sessions as required 
• Act as a patient advocate, researching and connecting patients to additional public or private support resources 

Basic Requirements 

• ​Minimum 5+ years of relevant experience in healthcare support, patient services, call‑centre operations, reimbursement support, or clinical administration 
• Experience handling sensitive patient information in a regulated healthcare environment 
• Proven experience supporting patients, healthcare providers, or clinics via phone and digital platforms 

Preferred Skills & Experience: 

• Experience in patient case management, patient support programs, or specialty pharmacy services 
• Knowledge of reimbursement processes, insurance navigation, or funding support programs 
• Background supporting chronic or specialty disease areas (e.g., Multiple Sclerosis is an asset) 
• Strong ability to manage complex or emotionally sensitive patient conversations 
• Advanced customer service skills with a patient‑centric, empathetic approach 
• Proficiency with CRM systems, patient databases, MS Office, and virtual meeting tools 
• Ability to work independently while collaborating cross‑functionally 

Work Location & Travel Requirements 

• Fully remote role – candidates must be located and authorized to work anywhere in Canada