Patient Services Specialist – Patient Support Programs
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.
Role Summary
The Patient Services Specialist is the primary point of contact for both physicians and patients enrolled in PSPSync patient support programs. Reporting to the Program Manager, this remote role (Canada) navigates patients through complex treatment pathways, manages reimbursement processes, coordinates healthcare services, and provides ongoing support to ensure timely access to therapy. The Patient Services Specialist is critical in delivering compassionate, high-touch service that enhances the patient and customer experience while driving program KPIs.
Responsibilities
- Patient & Physician Case Management
- Serve as the dedicated point of contact for assigned patients and physicians, managing case files from enrollment through ongoing treatment.
- Provide compassionate support to patients facing complex challenges in their treatment journey.
- Educate patients on their therapy, program services, and financial assistance options.
- Reimbursement & Access Support
- Conduct private and public reimbursement investigations to support timely access to therapy.
- Manage prior authorization submissions to secure reimbursement approvals.
- Care Coordination & Adherence
- Liaise with physicians’ offices, pharmacies, payers, and other healthcare stakeholders to coordinate services.
- Proactively follow up with patients to confirm medication delivery, monitor adherence, and address barriers to treatment.
- Documentation & Compliance
- Document all case activities in PSPSync’s CRM system with accuracy and timeliness.
- Performance & Continuous Improvement
- Meet and exceed program KPIs, including service level targets, patient onboarding timelines, and adherence metrics.
- Identify opportunities for process improvement and escalate unresolved issues to the Program Manager.
Key Competencies
- Patient-Centric Care – delivers compassionate, high-touch support tailored to individual patient needs.
- Reimbursement Expertise – strong knowledge of Canadian private and public reimbursement systems (e.g., RAMQ, ODB, NIHB).
- Communication & Interpersonal Skills – communicates clearly and builds trust with patients, physicians, and partners.
- Organization & Time Management – multitasks, prioritizes, and manages a high-volume caseload effectively.
- Technical Proficiency – experienced with CRM platforms (e.g., Salesforce).
- Accuracy & Accountability – maintains timely, accurate documentation and works toward program KPIs.
Qualifications
- Post-secondary education in healthcare, life sciences, social services, or a related field.
- 2+ years of experience preferred in a Case Manager, Caseworker, Reimbursement Specialist, or Patient Navigator role in a PSP.
- Bilingualism (English/French) is considered an asset.
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.
Please note: The Company does not use artificial intelligence in the screening, assessment, or selection of applicants for this position. This job posting relates to an existing vacancy.
