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Reporting to the Supervisor, the Nurse Patient Experience Navigator plays a vital role in the support for our patients within the patient assistance program. They will be responsible for managing all aspects of program support for assigned physicians or centers (hospital or clinics) in each geographical area and ensures that patients are provided easy access to the support program and access to their drug therapy. The Nurse Patient Experience Navigator will work directly within the reimbursement specialist to help secure funding as well as continuing to build a rapport with clinics and physicians.

Patient Support

Duties and responsibilities generally include but are not limited to:

Perform HCP and patient registration activities, according to program protocols and applicable departmental proceduresProcess data entry activities of pertinent information received at different points of contact during the delivery of program servicesProvide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materialsProvide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management;Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical teamTelephone support in a live inbound/outbound call center (including maintenance calls and adherence support both inbound and outbound as needed);Understand the patient’s healthcare plan and provide opportunity for the patient to access support beyond program medication.Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers;Work directly with the reimbursement specialist and the physician to secure funding for their patient’s therapies; assist with alternative funding searches when needed;Attend patient meetings, conferences as needed to increase knowledge in order to better support and educate patientsIdentify and report AE’s to health Canada, Med Info and enter source system and third-party systems

Stakeholder InteractionsLiaise with physicians’ offices, pharmacies, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise;Identifies opportunities for improving organizational effectiveness with an emphasis on total customer service and cost control.Build relationships with key customers within area of responsibility to ensure that specifications and business requirements/ portfolio management is clearly established;Operates as a liaison between vendors and manufacturerProvide professional internal/external presentationsDevelop customer management solutions in response to deficiencies in client service and/or operating processesVirtual calls/meetings and seminars when applicableIdentifies business development or expanded service opportunities within existing client base, and works with the Business Development staff to develop proposals; participate in presentations, sales and marketing efforts, trade shows and other networking activities as requiredResearching and advocating for appropriate public assistance resources for patientsEnsures high level of customer responsiveness with proactivity in addressing and solving issuesReview data to identify trends and issues to account strategyPositive, "can-do" attitude and customer focused approachDevelop customer management objectives and represent customer needs internally in collaboration with Operations, Management and Manufacture.Representing the voice of customer to the senior management team on important/urgent issuesDeveloping, maintaining and communicating a formal account strategy and portfolio of key growth opportunitiesAbility to adapt to changing workload

Key RequirementsCommunication & soft skillsEffective interpersonal and leadership skillsAbility to build and maintain professional, yet empathetic relationships;Lead difficult conversations with key stakeholders and patientsExcellent written and verbal communication skills, bilingualism is preferredThrives in a team-oriented environmentExcellent presentation skills, both face to face and virtual

Technical & Business UnderstandingStrong computer and software skills: Excel, Word, Outlook, AdobeAcrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings.Experience in data management/reporting tools is an assetStrong business and financial acumenMaintains confidentiality of client and corporate information and discusses same only with appropriate personnel

TraitsEfficient time managementStrong analytical and mathematical skillsAbility to motivate, influence and coach colleaguesEffective organizational skills; attention to detail

RequirementsMotivated, personable and agile personality with experience in stakeholder management and patient careRN/RPN/LPN required; Registration with Provincial College of Nurses. Must be a member in good standing of respective regulatory college5-7 years of case/patient management experienceExtensive knowledge of the MS therapeutic area preferredFlexibility to travel across North America (approx. 30% travel depending on site assignment)Ability to flex with working hours

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$56,300 - $93,900

McKesson is an Equal Opportunity Employer

 

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

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