Patient Support Specialist

Description:

IQVIA is seeking a Bilingual Patient Support Specialist (PSS) to act as the primary contact within a call center environment, providing high-quality support to patients and healthcare providers. This role facilitates access to patient support program services, including enrollment, responding to inquiries, and navigating drug insurance coverage. The PSS handles inbound calls during rotating shifts, including evenings, and utilizes telephony systems and multiple computer platforms to deliver accurate and timely assistance. The position demands excellent communication skills, attention to detail, and efficiency in a fast-paced, customer-focused environment.

Key Responsibilities:

• Provide telephone, email, and web-based clinical support to patients, pharmacists, physicians, and other healthcare professionals.

• Deliver counselling and adherence support to patients according to pharmaceutical manufacturer requirements.

• Manage all internal program clinical referrals and call queues as per established policies.

• Report adverse events or drug reactions within required timelines.

• Perform financial means testing and advanced reimbursement navigation for patients, coordinating with stakeholders to ensure optimal outcomes.

• Review and approve exceptional cases under pre-determined program standards.

• Assist in completing administrative support tasks, including special authorization forms and insurance appeals.

• Maintain quality standards, confidentiality, and service excellence in all patient interactions.

• Participate in team development, meetings, training, and continuous improvement initiatives.

Qualifications & Skills:

• Fully bilingual in French and English; Spanish proficiency is an asset.

• Strong communication skills and telephone etiquette.

• Excellent organizational and time-management skills with attention to detail.

• Ability to work rotating shifts (9am-9pm AST, Monday to Friday).

• Proficiency in computer environments and software tools (Excel, Word, Outlook).

• Strong knowledge of health insurance, reimbursement navigation, pharmacy transactions, and claims review (considered an asset).

• University degree or college diploma is an asset.

• Ability to multitask, work effectively in a team, and support colleagues.

Organization Overview:
IQVIA is a leading global provider of clinical research services, commercial insights, and healthcare intelligence. The company accelerates the development and commercialization of innovative medical treatments to improve patient outcomes and population health worldwide. IQVIA is committed to equal employment opportunity and providing accommodations for applicants with disabilities.