Position Type: Full Time
Department: Patient Support Programs
Work Location: Canada
Work Arrangement: Remote
Work Hours: Standard Business Hours, Flexibility Between 8:00am - 8:00pm (EST)
Travel Required: Occasional
A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.
Come and join our team! But first, let us tell you why we love working here:
- We are 100% Canadian with locations across the country
- State-of-the-art facilities to provide high-quality products and services
- The opportunity to be a part of a winning, high-performing team
- Collaborative, engaging workplace culture – we are passionate about our people!
- Flexible working environment that promotes a healthy work-life balance
- Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued
- High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year
The Opportunity:
The Senior Care Navigator provides advanced, flexible support across the Patient Support Program (PSP). This role is designed to support higher-complexity reimbursement needs, provide vacation and sick coverage for Care Navigators across PSPs, and contribute to special projects that improve program operations. The Senior Care Navigator must be able to quickly learn program-specific workflows, maintain continuity of care during coverage periods, and apply strong immunology PSP and multi-province reimbursement expertise to support timely patient access to therapy.
A Day in the Life (What you will do here):
Cross-Program Coverage and Continuity
- Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs.
- Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs.
- Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements.
Special Projects and Operational Support
- Provide dedicated support for special projects across the PSP, including process improvement initiatives, workflow stabilization, program transitions, coverage planning, and operational support as assigned.
- Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs.
- Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity.
Advanced Reimbursement Support
- Apply extensive reimbursement expertise across multiple provinces, including public and private payer requirements, provincial coverage criteria, prior authorization processes, appeals, special authorization submissions, and employer or insurer escalations.
- Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers.
- Serve as a knowledgeable resource for complex reimbursement scenarios by supporting Care Navigators and PSP leadership with payer-specific requirements and escalation recommendations.
Patient and Program Support
- Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support.
- Support timely patient enrollment, telephone support, maintenance calls, adherence follow-up, and ongoing case management as required by the assigned program.
- Review, analyze, and validate patient information for accuracy and completeness to support initiation and continuation of services.
- Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system.
- Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel.
- Complete additional duties as requested by the Manager.
What you need to ensure you are set up for success:
- Post-secondary education in healthcare, life sciences, business administration, or a related field is preferred.
- Minimum 3–5 years of direct immunology Patient Support Program experience is required.
- Demonstrated experience supporting reimbursement across multiple Canadian provinces is required.
- Bilingualism (English and French) is an asset.
- Bilingualism required in the province of Quebec.
- Extensive reimbursement experience is required, including private insurance coordination, provincial public coverage, special authorization processes, appeals, payer follow-up, and patient financial assistance pathways.
- Advanced knowledge of public and private reimbursement structures, payer systems, documentation requirements, and province-specific reimbursement processes is required.
- Ability to rapidly learn and apply program-specific requirements while providing short-term coverage, project support, and operational continuity across different PSPs.
- Must be able to work from home and have a quiet, private home office space
- Excellent verbal and written communication skills
- Strong analytical skills including interpretation of regulation and legislation
- Advanced knowledge of the pharmaceutical distribution industry
- Excellent customer service, problem-solving, and conflict resolution skills
- Effective interpersonal skills
What makes you a great fit for this team:
- Your commitment to providing a high level of service to your internal and external clients.
- You are highly adaptable with a track record of success during times of growth and organizational change.
- You have a proven track record of developing trust and influence at multiple levels.
- You demonstrate an impactful and candid communication style.
- You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.
Why join Sentrex?
We value our employees! Our permanent full-time employees are provided with a:
- Competitive Salary and generous vacation entitlement
- Wellness Program (5 paid days off for your well-being!)
- Paid Sick Days
- Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance
- Employee & Family Assistance Program
- RRSP Matching Program
Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.
We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!
Accommodations can be made available upon request for those candidates taking part in the selection process.
Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.
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