Spécialiste bilingue du soutien aux patients/ Bilingual Patient Support Specialist at IQVIA

Halifax, Nova Scotia, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, PharmaceuticalsIndustries

Requirements

Bilingual (French and English) communication skills
Excellent communication skills
High attention to details
Ability to work effectively in a dynamic customer service environment
Availability for rotating shifts, including evenings, handling inbound calls
Proficiency with phone systems and multiple computer platforms

Responsibilities

Act as the primary point of contact in a call center, providing high-quality support to patients and healthcare professionals (HCPs)
Facilitate access to patient support program services, including program enrollment, responding to inquiries, and assisting with drug insurance coverage navigation
Provide clinical support via phone, email, and web; handle product requests, best treatment practices, and treatment administration troubleshooting for patients, pharmacists, physicians, and other HCPs
Provide counseling to patients per pharmaceutical manufacturer requirements
Offer adherence and compliance support to patients
Manage all internal clinical referrals within the program
Retrieve and act on voicemails per established policy
Manage call queue per established strategy when based in the contact center
Report adverse events or drug side effects within 24 hours or per manufacturer specifications
Conduct financial resource testing for patients (if applicable) within their designated support program
Provide, manage, and complete advanced reimbursement navigation and administration services on behalf of patients, coordinating program logistics with stakeholders for optimal patient outcomes
Determine needs for compassionate support, transition, and co-pay assistance per program scope and make arrangements accordingly
Act as internal exceptional case reviewer for the patient assistance program, providing approvals on behalf of pharmaceutical clients per predetermined authorizations and standards
Communicate directly with pharmaceutical manufacturers regarding exceptional cases beyond predetermined authorizations and standards requiring support
Perform other administrative support activities as needed, including gathering patient file information, facilitating preparation and submission of special authorization forms and drug insurance appeals
Respect quality standards and contribute to service excellence
Implement continuous quality improvement principles by serving callers respectfully, courteously, confidentially, and attentively
Provide service respecting STI and STI client confidentiality policies
Contribute to maintaining a healthy work environment
Participate in and improve unit function through team meetings, effective team communication, support for changes to improve service and morale, and contributions

Skills

Key technologies and capabilities for this role

Bilingual French EnglishPatient SupportCall CenterCustomer ServiceClinical CounselingAdverse Event ReportingInsurance NavigationProgram EnrollmentCompliance SupportTelephone Systems

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time employment opportunity.

What are the main responsibilities of the Bilingual Patient Support Specialist?

The role involves acting as the primary contact in a call center, providing high-quality support to patients and healthcare professionals, facilitating program enrollment, responding to inquiries, assisting with insurance coverage navigation, handling inbound calls on rotating shifts including evenings, and using phone systems and computer platforms for assistance.

What skills are required for this role?

The position requires excellent communication skills, great attention to detail, and the ability to work effectively in a dynamic customer service-focused environment.

Does the job involve shift work or evenings?

Yes, the role primarily handles inbound calls according to rotating shifts, including evenings, and is based in a contact center managing the call queue.

What makes a strong candidate for this position?

A strong candidate would have bilingual skills, excellent communication abilities, attention to detail, experience in customer service or healthcare support, and comfort with handling calls, emails, and web-based clinical support in a fast-paced environment.

IQVIA

Advanced analytics and clinical research services

About IQVIA

IQVIA provides advanced analytics, technology solutions, and clinical research services specifically for the life sciences industry. Their services utilize extensive data resources and technology to create connections within healthcare, allowing clients to gain insights that help speed up the development and marketing of new medical treatments. This process is facilitated by their IQVIA Connected Intelligence™ system, which offers quick and flexible insights. IQVIA stands out from competitors by focusing on patient privacy, employing various technologies to protect individual data. The company's goal is to enhance healthcare outcomes by supporting biotech, pharmaceutical, and medical device companies, as well as researchers and government agencies, in understanding diseases and advancing medical science.

Durham, North CarolinaHeadquarters

1998Year Founded

$3,526MTotal Funding

POST_IPO_EQUITYCompany Stage

Cybersecurity, Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Rapid advancement of cancer vaccines may disrupt traditional clinical research models.

Proliferation of disparate technological solutions causes technology overload in clinical trials.

Generative AI technologies face challenges in adoption due to data privacy concerns.

Differentiation

IQVIA leverages advanced analytics and big data for life sciences solutions.

The company offers privacy-enhancing technologies to protect individual patient data.

IQVIA's AI Assistant provides rapid, actionable insights for healthcare and life sciences.

Upsides

Increased adoption of decentralized clinical trials enhances patient-centric study designs.

AI-driven drug discovery accelerates identification of potential drug candidates.

Expansion of telemedicine facilitates remote patient monitoring and data collection.

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