Personal Care Specialist - 12 Month Contract
About The Position
The Personal Care Specialist (PCS) is a dynamic and rewarding full-time role based remotely from a dedicated home office. As the main and consistent point of contact for patients, the incumbent plays an essential part in guiding and supporting them through every step of their medication journey. PCS specialists are experts in reimbursement coordination, copay management, and pharmacy collaboration – helping patients quickly access their medication and resolve coverage challenges. This role includes handling patient calls as part of a patient queue to provide timely support and reimbursement assistance. You will engage directly with patients, pharmacies, and payers to provide compassionate, personalized support, all while enjoying the stability of a set work schedule and a home base office. By anticipating needs, solving problems, and building connections, you will make a real difference in people’s lives.
Requirements
- Bilingualism (English/French) is an asset (requirement for province of Quebec)
- Experience in customer service setting
- Knowledge of medical information, CRM systems (Salesforce), and pharmacy operations (preferred)
- Experience in reimbursement, call center/pharmaceutical industry, health insurance, or clinical support
- Exceptional customer service skills and phone etiquette
- Detail and results oriented, with strong analytical and organizational skills
- Excellent time management and sense of urgency
- Ability to collaborate effectively and work autonomously in a remote home office environment
- Strong written and verbal communication skills in English and French (for Quebec/New Brunswick)
- Ability to manage multiple priorities and adapt to change and ambiguity
- Proficiency with Microsoft Office and confidence using technology
- Commitment to continuous improvement and adherence to program standards
- Daily contacts with unilingual English-speaking customers, patients or peers from cross-functional teams.
Nice To Haves
- Post-secondary education certificate, diploma, or degree (preferred)
Responsibilities
- Serves as the consistent and expert primary contact for patients, guiding and supporting them through reimbursement, copay management, and pharmacy coordination across all phases of their medication journey.
- Communicates directly with patients to gather information, educating on program services (including injection training, pharmacy options, and coverage support), and empowering patients to navigate their therapy.
- Coordinates and maintains prescription coverage and renewals, interacting regularly with pharmacies, insurance companies, and other partners to resolve obstacles and ensure timely access to medication.
- Collaborates with Field Case Managers (FCMs) and the broader care network to deliver seamless onboarding and ongoing patient support.
- Adapts services for diverse clinic and pharmacy models, connecting with preferred pharmacy teams and biologic coordinators as required by territory.
- Anticipates potential challenges, proactively problem-solves, and provides tailored guidance and support for each patient.
- Manages adverse event reporting and takes on additional program support or ad hoc duties as assigned.
Benefits
- medical
- dental
- vision care
- comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness
- support for working families
- backup dependent care
- adoption assistance
- infertility coverage
- family building support
- behavioral health solutions
- paid parental leave
- paid caregiver leave
- variety of training programs
- professional development resources
- opportunities to participate in mentorship programs
- employee resource groups
- volunteer activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
