Patient Services Specialist

About the Role 

The Patient Services Specialist plays a key role in supporting patients, healthcare providers, and payers by coordinating administrative and reimbursement‑related activities for Patient Support Programs. In this role, you will work directly with patients, physician offices, private insurers, and provincial drug plans to help facilitate access to prescribed therapies. 

Your focus will be on ensuring complete and accurate documentation, expediting reimbursement decisions where possible, and delivering a positive, professional patient experience. This position is well suited for candidates who enjoy patient‑facing administrative work, problem‑solving, and collaborating with multiple healthcare stakeholders in both English and French. 

Program operating hours: 8:00 a.m. – 8:00 p.m. EST. 

What You’ll Do: 

• Serve as a point of contact for patients, insurers, and physician offices regarding reimbursement and patient support documentation.
• Collect, review, and submit completed reimbursement forms to private and/or provincial drug plans.
• Follow up with insurers and agencies to obtain coverage decisions and provide timely status updates. 
• Enter and maintain accurate case notes, documentation, and outcomes in patient databases.
• Escalate complex cases or issues outside program scope in accordance with established processes. 
• Provide reimbursement status updates and program information to healthcare professionals.
• Support patient follow‑ups on behalf of physician offices to promote continuity of therapy.
• Answer inbound calls, make outbound calls, and manage email and fax correspondence.
• Accurately document and report Adverse Events in accordance with program and regulatory requirements. 
• Meet defined service levels, quality standards, and key performance indicators.
• Participate in continuous improvement activities related to processes, quality, and training. 

Basic Requirements:

• High school diploma or equivalent, or an equivalent combination of education and experience.
• 3+ years of related experience in an administrative, healthcare support, patient services, call centre, or customer service role. 
• Experience interacting directly with customers, patients, or clients.
• Strong data entry, documentation, and administrative skills.
• Ability to follow defined procedures, manage multiple priorities, and meet deadlines. 

Preferred Skills / Experience: 

• Experience in Patient Support Programs (PSP), reimbursement support, or specialty pharmacy.
• Familiarity with private and provincial drug plans in Canada.
• Previous healthcare, insurance, or pharmaceutical industry experience. 
• Experience working in a remote or virtual call‑based environment.
• Proficiency with Microsoft Office (Word, Excel) and case management systems. 
• Strong attention to detail and comfort working in emotionally sensitive situations.
• Bilingualism (English/French) is considered a strong asset and is preferred for this role.

Work Location, Travel & Physical Requirements: 

• Fully remote – candidates may work from anywhere in Canada.
• Must be legally eligible to work in Canada.
• No travel required.
• Role involves extended periods of computer use, phone‑based communication, and data entry.