Bilingual Patient Services Specialist / Spécialiste bilingue des services aux patients

McKesson•Quebec, QC

1d•Remote

About The Position

The Bilingual 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. This is a full‑time, fully remote role, with shifts scheduled within program operating hours of 8:00 a.m. – 8:00 p.m. EST.

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
Fluency in English and French (verbal and written)
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

Nice To Haves

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

Responsibilities

Serve as a bilingual 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