Patient Service Associate
About The Position
The Patient Services Associate (PSA) is an integral part of a patient support program (PSP). This role involves performing administrative and data entry support for patient enrollment, safety reporting, and managing inbound/outbound communication. The PSA will work in partnership with the PSP team to provide organizational support and interact with patients and healthcare professionals (HCPs) across Canada using various communication tools. Success in this role requires excellent communication skills, critical thinking, and efficiency, along with adherence to provincial, corporate, divisional, departmental, and program-specific standard operating procedures to ensure high-quality client care.
Requirements
- High School Diploma or Equivalent.
- Minimum of 6 months to 1-year experience in customer service.
- Strong communication skills, written and verbal.
Nice To Haves
- University or Collage degree in Life Sciences, Communication or related field.
- Knowledge or background in medical terminology, health care environment, reimbursement landscape, therapeutic, product related knowledge and administration.
- 1 to 2 years of experience in an administrative role.
- Health care service experience.
Responsibilities
- Provide cross-coverage administrative support to all areas within the PSP programs (including processing safety data, fulfillments/reviews, internal/external communications, field staff support, reports[daily, weekly, monthly, etc.], data clean-up, meetings, maintenance of filing system, and general office/administrative duties as well).
- Ensure complete and high-quality data entry into our database systems.
- Provide effective and timely management of inbound faxes and email communication.
- Execute other ad-hoc administrative duties, as they are assigned.
- Resolve routine questions and problems.
- Process work, prioritize tasks, organize and plan to meet objectives in a timely and efficient manner.
- Follow standard procedures to accomplish assigned tasks.
- Review, analyze and validate information provided by patients and HCPs for accuracy and completeness to ensure initiation of services.
- Process data entry activities of pertinent information received at different points of contact during the delivery of program services.
- Request financial transactions to be processed based on communicated program guidelines.
- Receive, record and report Adverse Events, as per program working instructions.
- Maintain exemplary cleanliness and organization of personal desk and common administrative areas.
- Participate and assist in departmental continuous improvement activities related to process, quality, training, etc.
- Participate in execution and documentation of test plans.
- Participate in the development of reports and tools for identifying signals that will flag misunderstanding, misconduct, fraud or other out of protocol program participant related incidents.
- Maintain program data accuracy through review of program documentation for completeness and consistency.
Benefits
- Competitive compensation package as part of our Total Rewards.
- Annual bonus or long-term incentive opportunities may be offered.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
