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Job Summary:
The Sr. Specialist is responsible for the coordination and delivery of services related to one patient support programs offered by McKesson Specialty. The role involves interactions with patients, family members, physicians, clinic nurses and other health care professionals (HCPs) the client and members of McKesson’s multidisciplinary team using web based, telephony and face to face means of communication. The role involves understanding and adhering to corporate, divisional, and departmental and program specific standard.
Duties and responsibilities generally include but are not limited to:
• Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures
• Review, analyze and validate information provided by patients and HCPs for accuracy and completeness to ensure initiation of services
• Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to HCPs and patients
• Process data entry activities of pertinent information received at different points of contact during the delivery of program services
• Based upon program guidelines, conduct reimbursement investigations with private and public reimbursement providers including coordinating/facilitating submission of Special Authorization letters to public and private payers and conducting reimbursement denial escalations through employers/payers
• Based upon program guidelines, liaise with physicians’ offices, clinics, infusion services providers, McKesson Specialty Pharmacy team and/or relevant other parties to provide comprehensive and coordinated service to patients and health care providers
• Gather information and conduct patient financial assessment eligibility based on program guidelines
Manage case load in assigned territory. This generally includes but is not limited to the following activities:
• This position requires frequent travelling across Canada to provide visits and services to patient and/or family/support members and/or prescribing clinics and/or hospitals. The ability to travel on short notice is necessary for this position.
• Act as initial contact for clinics requesting that a patient be started on Infused Therapy
• During first meeting with patient/family, access readiness for learning and schedule pump training sessions based on those needs
• Provide emotional support to patients/families recognizing that they have just received a diagnosis of a life-threatening disease
• Provide teaching relating to disease state to patient and/or family/support members
• Provide teaching related to infusion pump to patient and/or family/support members
• Facilitate delivery of medication and infusion supplies to new patients
• Communicate patient/family learning barriers with clinic
• Troubleshoot pump failures and arrange for replacement pump to be delivered to patient if required
• Provide support in managing side effects
• As requested and defined by clinic, notify clinic of program communication by patient (eg) report of AE, frequent pump handling questions
• Assess need for and provide follow up calls/visits with new patients/family member who are performing pump related activities for the first time. Frequency and method of contact will vary based on competency of patient/family member.
• Assess need for and provide regular support calls/visits to patient/family member. Frequency and method of contact will vary based on competency of patient/family member.
• Respond to ad hoc questions from patient/family member/clinic utilizing program work instructions and reference materials
• May be required to provide long term and/or ad hoc support to patients with physical challenges or who have minimal or no family support. This may require more frequent travel to meet with patients
• Recognition and reporting of AE’s/SAE’s/PC’s as per program working instructions
• Share in rotation of on call activities, program line is available 24/7/365
• Provide pump training to clinic/ward nursing staff upon request of Community clinic
• Document all patient/family interactions in McKesson database
• Communicate relevant patient related issues to colleagues in the event CSS is unavailable to respond to inbound calls (eg travelling)
Key Requirements
• RN; Registration with Provincial College of Nurses. Must be a member in good standing of respective regulatory college
• 5+ years of nursing experience necessary. Experience related to critical care, intensive care or emergency room care is considered an asset, and is preferred.
• Strong critical thinking, problem-solving skills and attention to details
• Effective organizational skills and time management
• Excellent presentation, interpersonal and leadership skills
• Ability to consistently meet deadlines
• Strong business and financial acumen
• Strong analytical and mathematical skills
• Acrobat, CRM database entry, VOIP telephony, web portals, teleconferences, web-based meetings.
• Knowledge of Microsoft Word, Excel, PowerPoint and other Office Programs
• Strong computer and software skills: Excel, Word, Outlook, Adobe
• Excellent written and verbal communication skills in English. Bilingualism is considered an asset.
• Ability to travel on short notice
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
$74,900 - $124,800
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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