Bilingual Case Manager – Patient Support Programs

Case Manager – Patient Support Programs

Location: Remote/Hybrid (Canada)
Department: Patient Services
Reports to: Manager, Case Management

About PSPSync

PSPSync is a dynamic and innovative provider of Patient Support Program (PSP) solutions, dedicated to enhancing access, adherence, and outcomes for patients prescribed specialty medications. We collaborate with pharmaceutical manufacturers, healthcare professionals, and pharmacies to streamline the patient journey and ensure seamless care.

Position Overview

As a Case Manager at PSPSync, you will be the primary point of contact for patients enrolled in our PSPs. You will navigate patients through complex treatment pathways, manage reimbursement processes, coordinate healthcare services, and provide ongoing support to ensure timely access to therapy. The Case Manager is critical in delivering compassionate, high-touch service that enhances the patient experience while driving program KPIs.

Key Responsibilities

• Serve as the dedicated contact for assigned patients, managing their case files from enrollment through ongoing treatment.
• Educate patients on their therapy, program services, and financial assistance options.
• Conduct benefit investigations (private/public) and manage prior authorization submissions to ensure reimbursement approvals.
• Liaise with physicians’ offices, pharmacies, payers, and other healthcare stakeholders to coordinate services.
• Proactively follow up with patients to ensure medication delivery, monitor adherence, and address barriers to treatment.
• Document all case activities in PSPSync’s CRM system with accuracy and timeliness.
• Provide compassionate support to patients facing complex challenges in their treatment journey.
• Identify opportunities for process improvement and escalate unresolved issues to the Case Management Lead.
• Meet and exceed program KPIs including service level targets, patient onboarding timelines, and adherence metrics.

Qualifications

• Post-secondary education in healthcare, life sciences, social services, or a related field.
• 2+ years of experience preferred in a Case Manager, Reimbursement Specialist, or Patient Navigator role, preferably in specialty pharmaceuticals.
• Strong knowledge of Canadian private and public reimbursement systems (e.g., RAMQ, ODB, NIHB, etc.).
• Experience working with CRM platforms (Salesforce, ACCESS CRM, or similar).
• Excellent communication and interpersonal skills with a patient-centric approach.
• Ability to multitask, prioritize, and manage a high-volume caseload.
• Bilingual (English/French) is required

What We Offer

• Opportunity to be part of a fast-growing, innovative PSP provider.
• Collaborative team environment with a patient-first culture.
• Competitive salary and comprehensive benefits package.
• Professional development and career growth opportunities.