indeed
Représentant·e bilingue du soutien à la clientèle – TÉLÉTRAVAIL / Bilingual Customer Support Representative - REMOTE
IQVIA
Remote, CAN
Full-time
Remote
Discovered 1 weeks ago
FrenchEnglishPatient support programsDrug insurance navigationHealth insurance and health plan coveragePharmacy transactions and claims review
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FrenchEnglishPatient support programs
Role Overview
Serve as a central liaison for patient support programs in a call-center-based role.
Support patients, healthcare professionals, and other program end users through incoming and outbound communications.
Deliver patient support using advanced drug insurance navigation based on the patient’s province of residence.
Key Skills for This Role
FrenchEnglishPatient support programsDrug insurance navigationHealth insurance and health plan coveragePharmacy transactions and claims review
Full Job Posting
Job purpose
Serve as a central liaison for patient support programs in a call-center-based role.
Support patients, healthcare professionals, and other program end users through incoming and outbound communications.
Deliver patient support using advanced drug insurance navigation based on the patient’s province of residence.
Service delivery
- Work within the program scope, processes, policies, and service delivery model.
- Provide telephone, email, and web-based clinical support, product information, treatment guidance, and troubleshooting.
- Counsel patients and provide treatment adherence and compliance support.
- Handle clinical referrals, voice messages, and call queues according to established policies.
- Report adverse events or adverse drug reactions within 24 hours or according to manufacturer specifications.
- Perform financial means testing when applicable and provide reimbursement navigation and administrative services.
- Coordinate program logistics and identify compassionate, bridging, and copay support needs.
- Review exceptional cases, approve authorized cases, and communicate with pharmaceutical manufacturers.
- Gather patient chart information and facilitate special authorization forms and appeals.
Service excellence and development
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