Senior Patient Services Specialist (RN/RPN/LPN)

About the Role

As a Senior Patient Services Specialist, you will serve as a key point of contact for patients, healthcare providers, and clinics participating in a Patient Support Program (PSP). In this role, you will help patients navigate their therapy journey by providing clinical support, education, care coordination, reimbursement assistance, and ongoing case management.

Working collaboratively with physicians, pharmacies, reimbursement specialists, and internal program teams, you will help improve patient access to therapy, support treatment adherence, and deliver an exceptional patient experience. This position is ideal for a nurse who is passionate about patient advocacy, healthcare navigation, and supporting positive health outcomes.

What You'll Do

• Support patient enrollment, onboarding, and registration activities in accordance with program protocols.
• Serve as a primary point of contact for patients and healthcare professionals throughout the treatment journey.
• Provide therapy, medication, and disease-state education to patients and caregivers.
• Conduct inbound and outbound patient follow-up calls, including adherence, maintenance, and support calls.
• Coordinate patient care activities with physicians, clinics, pharmacies, and other healthcare stakeholders.
• Assist with reimbursement and funding processes by partnering with Reimbursement Specialists and healthcare providers.
• Support the completion and submission of reimbursement documentation and funding requests.
• Monitor patient progress and document all interactions accurately within program systems.
• Identify and report adverse events (AEs), product complaints, and safety information in accordance with regulatory and company requirements.
• Participate in ongoing disease-state, product, and therapy-specific training.
• Attend occasional patient education events, conferences, and clinic meetings.
• Maintain confidentiality and compliance with all privacy, regulatory, and company standards.
• Build and maintain strong working relationships with healthcare providers and clinic staff to support patient access and continuity of care.

Basic Requirements

• Diploma or Degree in Nursing.
• Current unrestricted registration as an RN, RPN, or LPN in Ontario and in good standing with the applicable regulatory body.
• Experience providing direct patient care, patient education, patient support, healthcare coordination, case management, or clinical services.
• Strong verbal and written communication skills in English.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and work independently in a fast-paced environment.
• Must reside in Ontario and be legally authorized to work in Canada.

Preferred Skills/Experience

• Experience working within a Patient Support Program (PSP).
• Experience supporting reimbursement, patient access, insurance navigation, or funding coordination.
• Bilingualism in English and French.
• Experience supporting specialty therapies, biologics, oncology, neurology, immunology, rare disease, or chronic disease programs.
• Experience working with CRM systems, electronic medical records (EMR/EHR), or case management platforms.
• Active nursing registration in additional Canadian provinces.
• Knowledge of private and public reimbursement processes.
• Strong problem-solving, relationship-building, and patient advocacy skills.

Travel & Working Conditions

• Hybrid role with occasional travel throughout Ontario for clinic visits, patient education activities, conferences, and stakeholder meetings.
• Valid driver's license and access to reliable transportation required.
• Primarily remote or home-office based when not travelling.
• Frequent computer, telephone, and virtual meeting use required.