Bayshore

Role Description The Program Manager (PM) under the direction of the Associate Director, is responsible for the oversight, operations, and direct management of Pharmaceutical Patient Support Programs. The Patient Support Program Manager assumes overall responsibility for financial and operational requirements, relating to their program/s, and is responsible for the implementation of contractual agreements specific to the delivery of client and patient services. Duties and Responsibilities - Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained. - Maintains a patient centric approach to all decisions and activities related to their assigned Patient Support Program. - Maintains team training matrix, HR files, and other required documentation for audit up to date. - Works closely with internal and external stakeholders to ensure ongoing alignment and operations are meeting program requirements. - Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team. - Takes a quality improvement approach when reviewing operations and delivering patient care. - Always maintains confidentiality of pharmaceutical partner and corporate information. - Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner and Bayshore. - Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement. - Is responsible for understanding, implementing, and monitoring all data reporting assigned to the program. - Responsible for data integrity and accurate data collection by program staff. - Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner. - Prepares and presents Quarterly Business Reviews (as contractually required) to both internal and external stakeholders. - Supports the procurement, implementation, launch, and development of revenue generating programs. - Serves as primary point of contact for internal and external partners to address and resolve any program specific inquiries. - Is financially responsible for the program P&L and works with senior management and finance to ensure the program is in a positive financial position. - Consistently and proactively stays abreast of industry changes and shares strategic market insight with pharmaceutical partners. - Demonstrates strong presentation skills and has public speaking ability to present complex data to customer groups during quarterly business meetings and for all ad hoc requests. - Completes other tasks as requested. Operations - Develops and maintains specific program protocols, supporting documents, policies and procedures. - Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR). - Has a solid understanding of accounts payable and accounts receivable methodology. - Ensures timely and compliant reporting of Adverse Events (AEs) and Product Quality Complaints (PQCs) in accordance with Health Canada pharmacovigilance requirements and guidelines. - Has strong project management skills and the ability to manage day to day operations while assuming responsibility for several projects simultaneously. - Assists in the development and/or revision of policies and procedures. - Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and pharmaceutical partner expectations are met. - Completes other tasks as requested. Human Resources - Liaises with HR and Senior Management to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives. - Directly manages program specific employees to ensure the delivery of high quality care and adherence to program, government, company and ISO 9001-2000 standards. - Participates in proactive Health & Safety activities while performing all duties. - Is responsible to notify HR of any Health & Safety risks or concerns. - Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident. - Leads or assists with the implementation of Modified Work Programs for employees. - Develops and delivers employee training, including clinical and reimbursement programs. - Completes other tasks as requested. Qualifications - Business graduate discipline in any field (College diploma, Undergraduate, Graduate), OR graduate of a Registered Nursing Program or Registered/Licensed Practical nursing program holding current registration from a provincial licensing body in Canada. - At least three (3) years of management of Patient Support Program experience or recent management experience in the healthcare or pharmaceutical industry. - Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting education initiatives. - Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions. - Exemplary verbal and written communication abilities, facilitating effective interactions across diverse audiences. - Demonstrated willingness to travel as per business requirements. - Knowledge of the principles, practices and methods of account management; operations and service delivery; financial management and control; program development, implementation and evaluation; human resources practices. - Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment. - Established high speed internet access from home office.

Role Description Reporting to the Program Manager, the Associate Program Manager (APM) is responsible for undertaking the management, planning, and implementation of the Patient Support Program, including managing the day-to-day activities of the Reimbursement Specialists (RS). Additional responsibilities include education and training of new RS team members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. The APM acts as a main contact for all escalations from the team and provides timely resolutions and responses to operational inquiries. The APM will be the program subject matter expert on reimbursement. Duties and Responsibilities - Ensure that the overall performance of the program and its respective services (reimbursement, patient coordination, medication management, etc.) is operating successfully. - Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded. - Maintain team training matrix, HR files and other required documentations for audit up to date. - Ensure all regional operational occurrences associated with the program are communicated to the Program Manager. - Ensure workload measures meet performance targets and recommend changes if they do not meet targets. - Ensure KPIs are within performance expectations. - Ensure hiring and orientation processes are sufficient to support program needs. - Facilitate recruitment, orientation, evaluation, and retention of staff. - Complete and/or assist in annual evaluations. - Complete and/or assist with chart reviews for the entire team. - Identify, document, implement, and monitor process improvements and enhancements. - Make recommendations for changes in operations and assist in the execution of these changes. - Collaborate with all internal departments who deliver program-related services. - Conduct Quality Audits to ensure accuracy of workflows and pharmaceutical partner(s) specific processes including call and chart audits. - Ensure quality of clinical records in CRM are maintained. - Attend internal and external meetings with the pharmaceutical partner(s) when required. - Help organize and lead team meetings. - Assistance with billing and forecasting. - Ensure ad hoc requests and special projects from the pharmaceutical partner(s), Senior Management, and outside stakeholders are performed in a timely manner. - Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems. - Ensure timely and compliant reporting of Adverse Events (AEs) and Product Quality Complaints (PQCs) in accordance with Health Canada pharmacovigilance requirements and guidelines, including accurate documentation, appropriate escalation, and effective collaboration with internal stakeholders and regulatory teams. - Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements. - Responsible for assisting in manufacturer audits, as needed. - Maintain program work instructions and SOPs. - Point of escalation for team members. - Complete other tasks, as requested. - Some traveling required. Qualifications - Minimum two (2) years of experience in patient support program reimbursement, with deep understanding of the Special Authorization and appeal process for both public and private insurance. - Bilingual English/French will be considered an asset. - Pharmaceutical Patient Support Program experience strongly recommended. - Minimum one (1) year of experience in people management is an asset. - Exemplary verbal and written communication abilities. - Strong leadership and organizational skills. - Strong combination of project management, performance analytics, pharmaceutical partner(s) management, case management, and people skills. - Strong strategic thinking and problem-solving skills. - Positive attitude and motivational drive for conflict resolution. - Experience with evaluating and enhancing processes. - Canadian public and private reimbursement navigation experience and advocacy experience, within a patient program environment, ideally with drugs for chronic diseases. - Strong computer and software skills: Excel, Word, PowerPoint, Outlook, Adobe Acrobat, CRM database entry, telephony, web portals, teleconferences, web-based meetings. - Demonstrated willingness to travel as per business requirements. - Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment. - Established high speed internet access from home office.

Role Description The Case Manager (CM) is expert point of contact offering case management support services to patients and physicians. The CM will assist the patients, physicians, and nurses with the completion of all program-specific paperwork. The CM will act as a resource to physicians who are prescribing medications and patients who need ongoing support. They are instrumental in removing any reimbursement access barriers to treatment for patients, thereby ensuring that they can start on therapy as quickly as possible. They thrive in an environment that emphasizes teamwork and accountability, possesses a deep willingness to serve customers, and drives positive customer experiences in a fast-paced work environment while showing flexibility to adapt to competing demands across the portfolio as required. Duties and Responsibilities - Ensure patient has been enrolled in the patient support program (PSP). Set the tone for a warm welcome into the program. - Provide direct telephone assistance to patients requiring reimbursement support. - Provide patients and physicians with direct toll-free number. - Develop strong relationships with patients, caregivers, and their healthcare team by infusing confidence, trust, security, and relief. - Facilitate a patient’s access to a particular medication by offering reimbursement navigation services. - Investigate reimbursement options available to the patient and maximize the patient’s coverage via private and public payers, while minimizing the financial assistance offered through the PSP and/or out-of-pocket expenses for the patient. - Represent the patient with private or public insurers to optimize drug coverage and assist with the completion of Special Authorization (SA) and/or Prior Authorization (PA) forms, when applicable. - Coordinate with pharmacy drug coverage and dispensing. Troubleshoot any filling/billing issues as required. - Liaise with PSP team to ensure optimal patient support and communication, if applicable. - Maintain ongoing and transparent communication with the patient’s healthcare team. - Diligent record-keeping to ensure continuous care and exceptional customer and patient experience. - Uncover and proactively identify gaps and opportunities for improvement in patient experience. - Through patient-oriented solutions, manage challenging patient situations with empathy and patience. - Work with the site representatives to support specific customer needs. - Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics. - Provide updates to internal and external stakeholders as requested and required. - Perform data entry, answer inbound calls, make outbound calls, manage e-mail and fax software, and perform general administrative functions including faxing and filing. - Must be able to identify and report Adverse Events to Health Canada and enter into source system and third-party systems, as applicable. - Report and document adverse events as per pharmacovigilance requirements. - Participate in ongoing internal and/or external continuing education activities. - Adhere to Bayshore Policies and Procedures. - Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project. - Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns. - Maintains confidentiality of pharmaceutical partner(s) and corporate information and discusses same only with appropriate Bayshore personnel. - Complete other tasks as requested. Qualifications - Completion of post-secondary education or equivalent. - Understanding of provincial and private coverage criteria, Special Authorization processes and how to navigate the Canadian drug coverage landscape is an asset. - Demonstrated expertise in delivering exceptional customer service and fostering positive relationships with internal and external stakeholders. - This position requires bilingual proficiency in French and English (spoken and written) due to operational, client, and regulatory requirements. - Experience in the healthcare, pharmaceutical, or insurance industry would be an asset. - Strong customer service, communication, problem-solving and interpersonal skills required. - Demonstrates sensitivity and commitment to utilizing a patient-centric approach; is adept to responding to a patient’s emotional, educational, and health literacy needs. - Making decisions using sound judgment, and meeting deadlines. - Ease of working in a paperless environment. - Mindful of accuracy and thoroughness of data entry for reporting requirements. - Strong sense of organization, attention to detail, and ability to multi-task. - Excellent written and verbal communication and interpersonal skills. - Strong computer and technical skills: Excel, Word, Outlook, tablets, web portals/internet use. - Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment. - Established high speed internet access from home office. - Flexibility to adapt and learn multiple programs based on demand.

Role Description The Program Manager (PM) under the direction of the Associate Director, is responsible for the oversight, operations, and direct management of Pharmaceutical Patient Support Programs. The Patient Support Program Manager assumes overall responsibility for financial and operational requirements relating to their program/s, implementation of contractual agreements, and metrics on specific drug therapy and/or other related projects. Duties and Responsibilities - Patient Support Program Management: - Collaborates with partnering pharmaceutical company to ensure performance expectations are met and maintained. - Maintains a patient centric approach to all decisions and activities related to their assigned Patient Support Program. - Maintains team training matrix, HR files and other required documentation for audit up to date. - Works closely with internal and external stakeholders to ensure ongoing alignment and operations are meeting program requirements. - Communicates program updates (including competitive intelligence and strategic insight) on an ongoing basis with Bayshore management team. - Takes a quality improvement approach when reviewing operations and delivering patient care. - Always maintains confidentiality of pharmaceutical partner and corporate information. - Develops business cases that deliver prompt, cost effective, creative solutions to the pharmaceutical partner and Bayshore. - Utilizes data modeling and analytical techniques to identify efficiencies and areas of opportunity and improvement. - Responsible for understanding, implementing, and monitoring all data reporting assigned to the program and submitted to internal and external stakeholders for review. - Responsible for data integrity and accurate data collection by program staff. - Uses exceptional negotiation and customer service skills to cultivate long term partnerships in an ethical, transparent manner. - Prepares and presents Quarterly Business Reviews (as contractually required) to both internal and external stakeholders. - Supports the procurement, implementation, launch and development of revenue generating programs. - Serves as primary point of contact for internal and external partners, to address and resolve any program specific inquiries. - Is financially responsible for the program P&L and works with senior management and finance to ensure the program is in a positive financial position. - Consistently and proactively stays abreast of industry changes and shares strategic market insight with pharmaceutical partners. - Demonstrates strong presentation skills and has public speaking ability to present complex data to customer groups during quarterly business meetings and for all ad hoc requests. - Completes other tasks as requested. - Operations: - Develops and maintains specific program protocols, supporting documents, policies and procedures, including but not limited to scripting, SOP’s, Work Instructions and process flows in collaboration with pharmaceutical partner(s) if applicable. - Actively participates in the reporting of incidents or occurrences through the Quality Management System (QMR). - Has a solid understanding of accounts payable and accounts receivable methodology. - In conjunction with the Pharmacovigilance Department, assures collection, processing and reporting of Adverse Events within contractual KPI’s and pharmacovigilance requirements. - Has strong project management skills and the ability to manage day to day operations, while assuming responsibility for several projects simultaneously. - Must be able to identify and report AE’s to Health Canada, Med Info and enter into source system and third party systems. - Assists in the development and/or revision of policies and procedures. - Performs and supports regular program audits and quality assurance reviews to ensure KPI’s and pharmaceutical partner expectations are met, including call and chart audits as required. - Completes other tasks as requested. - Human Resources: - Liaises with HR and Senior Management to coordinate recruitment, orientation, coaching, workload planning, and retention initiatives. - Directly manages program specific employees to ensure the delivery of high-quality care and adherence to program, government, company and ISO 9001-2000 standards. - Participates in proactive Health & Safety activities while performing all duties. Is responsible to notify HR of any Health & Safety risks or concerns. - Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident. - Leads or assists with the implementation of Modified Work Programs for employees. - Develops and delivers employee training: including but not limited to clinical and reimbursement programs. - Completes other tasks as requested. Qualifications - Business graduate discipline in any field (College diploma, Undergraduate, Graduate), OR graduate of a Registered Nursing Program or Registered/Licensed Practical nursing program holding current registration from a provincial licensing body in Canada. - At least three (3) years of management of Patient Support Program experience or recent management experience in the healthcare or pharmaceutical industry. - Demonstrated ability to interpret and integrate policies and procedures; solid track record in conducting education initiatives. - Demonstrates time management skills, as well as an ability to evaluate urgent situations and make appropriate business decisions. - Exemplary verbal and written communication abilities, facilitating effective interactions across diverse audiences. - Demonstrated willingness to travel as per business requirements. - Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements). - Knowledge of the principles, practices and methods of account management; operations and service delivery; financial management and control; program development, implementation and evaluation; human resources practices. - Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment. - Established high speed internet access from home office.

Role Description Reporting to the Program Manager, the Associate Program Manager is responsible for undertaking the management, planning, and implementation of the Patient Support Program, including managing the day-to-day activities of the Nurse Case Managers (NCM) and the Reimbursement Specialists (RS). Additional responsibilities include education and training of new NCMs & RS team members, process development and improvement across Canada, and ensuring team performance by reviewing weekly and monthly KPI targets. The Associate Program Manager acts as the main contact for all escalations from the team and provides timely resolutions and responses to operational inquiries. - Ensure that the overall performance of the program and its respective services (reimbursement, patient coordination, medication management, etc.) is operating successfully. - Ensure all team members are educated on the program, and all performance standards for the team are met or exceeded. - Maintain team training matrix, HR files and other required documentations for audit up to date. - Ensure all regional operational occurrences associated with the program are communicated to the Program Manager. - Ensure workload measures meet performance targets and recommend changes if they do not meet targets. - Ensure KPIs are within performance expectations. - Ensure hiring and orientation processes are sufficient to support program needs. - Facilitate recruitment, orientation, evaluation, and retention of staff. - Complete and/or assist in annual evaluations. - Complete and/or assist with chart reviews for the entire team. - Identify, document, implement, and monitor process improvements and enhancements. - Make recommendations for changes in operations and assist in the execution of these changes. - Collaborate with all internal departments who deliver program-related services. - Conduct Quality Audits to ensure accuracy of workflows and pharmaceutical partner(s) specific processes including call and chart audits. - Ensure quality of clinical records in CRM are maintained. - Attend internal and external meetings with the pharmaceutical partner(s) when required. - Help organize and lead team meetings. - Assistance with billing and forecasting. - Ensure ad hoc requests and special projects from the pharmaceutical partner(s), Senior Management, and outside stakeholders are performed in a timely manner. - Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems. - Responsible for ensuring staff follow Pharmacovigilance guidelines and reporting requirements. - Responsible for assisting in manufacturer audits, as needed. - Maintain program work instructions and SOPs. - Point of escalation for team members. - Complete other tasks, as requested. - Some traveling required. Qualifications - College or University degree in management, health science or another related field OR equivalent experience. - Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements). - Pharmaceutical Patient Support Program experience strongly recommended. - Minimum one (1) year of experience in people management is an asset. - Exemplary verbal and written communication abilities. - Strong leadership and organizational skills. - Strong combination of project management, performance analytics, pharmaceutical partner(s) management, case management, and people skills. - Strong strategic thinking and problem-solving skills. - Positive attitude and motivational drive for conflict resolution. - Experience with evaluating and enhancing processes. - Canadian public and private reimbursement navigation experience and advocacy experience, within a patient program environment, ideally with drugs for chronic diseases. - Familiarity with the Special Authorization process for both public and private insurance. - Strong computer and software skills: Excel, Word, PowerPoint, Outlook, Adobe Acrobat, CRM database entry, telephony, web portals, teleconferences, web-based meetings. - Demonstrated willingness to travel as per business requirements. - Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment. - Established high speed internet access from home office.

Role Description Agir à titre d’infirmier(ère) chargé(e) de la gestion des cas en offrant des services de gestion de cas médicaux aux patient(e)s et aux professionnels de la santé. Aider le (la) médecin à remplir tous les documents spécifiques au programme afin de garantir aux patient(e)s un accès à leurs traitements prescrits en temps opportun. Servir de ressource aux médecins qui prescrivent ces médicaments et offrir un soutien continu aux patient(e)s pour le suivi, les renouvellements et les changements de couverture. Qualifications - Diplômé(e) d’un Programme d’infirmier(ère) autorisé(e) ou d’un Programme d’infirmier(ère) auxiliaire autorisé(e)/immatriculé(e), titulaire d’une autorisation d’exercer en vigueur délivrée par un organisme provincial de réglementation au Canada. - Inscrit(e) et en règle auprès de l’organisme provincial de réglementation. - Au moins deux ans d’expérience dans des Programmes de soutien aux patient(e)s ou l’équivalent. - Expertise démontrée dans la prestation d’un service à la clientèle exceptionnel et dans l’établissement de relations positives avec les parties prenantes internes et externes. - Maîtrise de la communication verbale et écrite et des compétences interpersonnelles en anglais et en français (pour les provinces/régions ayant des exigences de service en français). - La compréhension des critères de couverture provinciaux et privés, des processus d’autorisation spéciale et de la façon de s’orienter dans le paysage de la couverture des médicaments au Canada est un atout. - Compétences informatiques et techniques solides : Excel, Word, Outlook, tablettes électroniques, portails Web/utilisation d’Internet. - Excellentes compétences en matière de réflexion critique et de résolution de problèmes. - Capacité à prendre des décisions en faisant preuve de discernement. - Aptitude à collecter des données de manière précise et à assurer leur intégrité. - Facilité à travailler dans un environnement sans papier. - Capacité à se dépasser pour obtenir des résultats. - Capacité avérée à travailler en équipe. - Capacité à résoudre les conflits de manière professionnelle. - Sens aigu de l’organisation et souci du détail. - Gestion autonome du temps et capacité à effectuer plusieurs tâches simultanément tout en respectant les délais. - Connaissance de la LPRPDE et de son application dans un environnement confidentiel lié aux patient(e)s. - Aptitude à travailler dans un environnement de travail calme avec une capacité avérée à travailler de manière autonome au sein d’une équipe dans un environnement de télétravail/virtuel. - Accès Internet haute vitesse établi au bureau à domicile. Requirements - Assist in completing patient enrolment; including gathering all pertinent and appropriate information to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner. - Liaise and advocate with third-party providers and provincial governments as necessary to determine coverage options. - Ensure patients are scheduled for necessary diagnostic tests and notify physicians of any expired test results that require follow-ups. - Complete Welcome Call activities with the patient according to defined scripts. - Provide patients and physicians with direct toll-free number. - Review post visit reports to confirm next appointment is scheduled and data integrity of the report against the physician order, if applicable. - Track missing post visit reports, if applicable. - Facilitate any required communication with physicians, Patient Support Programs, or other health care professionals involved in the patient’s circle of care. - Follow up and advocate until a decision is received, ideally securing coverage for the patient, if applicable. - Work closely with the manufacturer local sales representatives to support specific physician’s and staff needs, if applicable. - Offer and/or provide educational training to patients and physicians on product(s). - Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics. - Coordinate and schedule patients at appropriate visit locations (home, clinic, etc.), if applicable. - Provide updates to internal and external stakeholders based on observations. - Ensure patient records are maintained and data-accurate to meet program reporting requirements. - Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems. - Report and document Adverse Events as per Pharmacovigilance requirements. - Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project. - Maintain confidentiality of pharmaceutical partner(s) and corporate information and discuss only with appropriate Bayshore personnel. - Complete all relevant reports (time sheets, expenses, mileage, reports, etc.) as per specified timelines and Bayshore’s policy, if applicable. - Complete product complaint reports. - Adhere to Bayshore and manufacturer Policies and Procedures. - Complete other tasks, as requested. Company Description

Role Description The Client Experience Coordinator, under the direction of the Client Experience Supervisor, handles client care and service inquiries, arranges client care and service, schedules Field employees, and maintains scheduling information and data as required. Responsibilities - Handle and document after-hours client inquiries for care and service. - Assess client service needs and schedule licensed and unlicensed employees for care and service such that there is an appropriate match between the client’s needs and the qualifications, skills, and abilities of field employees. - Notify clients and Field Employees regarding schedules as required. - Complete data entry and maintain accurate current scheduling documentation. - Handle and document client concerns and complaints, and as appropriate, notify the Client Experience Supervisor. - Provide efficient service over the telephone and through email. - Respond promptly to phone calls and emails. - Adhere to Bayshore Policies and Procedures. - Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System. - Participate in proactive Health & Safety activities while performing all duties. Is responsible for notifying the immediate Supervisor of any Health & Safety risks or concerns. - Maintain confidentiality of client and corporate information. - Complete other tasks as requested. Qualifications - Minimum - Secondary School Diploma: completion of a recognized Program, such as the Licensed/Registered Practical Nurse Program and/or a Medical Terminology course is preferred. - A minimum of two years of related customer service experience, preferably in healthcare. Requirements - Exceptional organizational and interpersonal skills. - Proven ability to work both independently and as part of a team. - Ability to meet deadlines. - Strong commitment to continual learning. - Demonstrated competency in keyboarding and Windows scheduling software. - Proficiency in written and spoken English; French language is considered an asset. - Excellent telephone communication and problem-solving skills. - Ability to assess client and family situations and handle difficult situations objectively in a consistent manner. - Proven track record of achievement in dealing with clients, family members, and employees for internal candidates. - Demonstrated above-average initiative for internal candidates. - Must complete a three-month probationary period specific to the Client Experience Coordinator position for internal candidates. - Portraying compassion and caring is a must. - Professionalism, judgment, and discretion are essential in dealing with confidential and sensitive matters.

Role Description The Lifestyle Advisor role is an opportunity to demonstrate top notch sales and relationship building skills. The Lifestyle Advisor, under the direction of the Client Success Manager, is on a mission to empower people living in Canada to live well and age in place. The Lifestyle Advisor uses their passion to drive the growth of a new start up business. This is a remote, work‑from‑home position. We welcome candidates located in Canada who can work during Eastern Time Zone hours. Duties & Responsibilities: - Qualify leads by conducting thoughtful consultations with clients and their family members; - Move leads through each stage of the sales cycle by completing consistent, effective and timely follow ups; - Develop, retain and grow client portfolio by delivering against individual and team sales goals while supporting a positive client experience; - Document all opportunities and follow ups in system; - Leverage technology to deliver on client experience and drive sales and retention; - Discover client needs, and use a pro-active approach with active listening to understand their needs; - Educate clients and families around Vyta services and provide relevant insights; - Develop comprehensive plans for clients and families using a holistic approach to help them achieve their aging in place goals; - Resolve client’s challenges by offering services, products, advice or community resources; - Provide exceptional care and customer service with every client touchpoint to nurture strong, long standing relationships; - Visit existing clients and potential clients in their homes as required to provide consultation on available services and maintain and develop strong relationships; - Promote Vyta packages and offers and collect insights from the community; - Collaborate in a team environment with Vyta, Bayshore and Vyta partners; - Be a brand ambassador that supports Vyta’s mission to empower people living in Canada to live well and age in place; - Manage client satisfaction with timely reaction and response to all client concerns and complaints with follow up and outcomes documented; - Participate in ongoing internal and/or external continuing education activities; - Adhere to Vyta and Bayshore Policies and Procedures; - Participate in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System; - Participate in proactive Health & Safety activities while performing all duties. Responsible to notify immediate Supervisor of any Health & Safety risks or concerns. Responsible for completing Accident Reports for all direct reports who injure themselves on the job, within 24 hours of the incident; - Maintain confidentiality of client and corporate information and discuss same only with appropriate Vyta and Bayshore personnel; - Complete other tasks as requested. Qualifications - Minimum - Secondary School Diploma. - Certified Professional Consultant on Aging (CPCA)® / Certified Senior Advisor (CSA) is an asset. - Completion of a recognized program or certification, in relation to Gerontology, Dementia, Customer Service or Hospitality. Requirements - Minimum of (3) three years sales experience with proven success converting leads. - A minimum of (3) three years of client experience, preferably in a healthcare, retail or hospitality setting. Skills and Abilities - Proven ability to meet and exceed sales targets in a fast-paced environment. - Ability to successfully and consistently turn leads into clients while maintaining a gentle, client first approach. - Adaptability and flexibility, especially where change is constant with shifting demands and changing priorities. - Ability to prioritize and perform multiple functions and tasks; cope with frustration and stress, maintaining a positive outlook in the face of uncertainty and ambiguity. - Attentive listener and ability to convey genuine interest in others and clarify what you hear to demonstrate understanding. - Exceptional interpersonal skills and ability to handle difficult situations in an objective, consistent basis with the goal to resolve issues and preserve relationships. - Experience with building relationships that are positive, relating to others in a respectful way at all levels of the organization and with clients, caregivers and partners. - Ability to work as a part of a team in an inclusive and collaborative environment where people feel appreciated and valued, committed to work, striving to excel and define opportunities to improve the organization. - Ability to communicate effectively both verbally and written; using shared values to articulate a compelling message and win support. - Critical thinking and analytical skills, ensuring the most important information is considered, taking into account other perspectives to find optimal solutions for Vyta and the Vyta client. - Sound decision-making skills tying decisions to the vision and strategy, using sound logic, making decisions at the right time and considering other viewpoints to choose the best alternative. - Customer focus and centricity as this is the reason why we are in business, consistently raising the bar for customer service.

JOB SUMMARY The Case Manager (CM) is expert point of contact offering case management support services to patients and physicians. The CM will assist the patients, physicians, and nurses with the completion of all program-specific paperwork. The CM will act as a resource to physicians who are prescribing medications and patients who need on-going support. They are instrumental in removing any reimbursement access barriers to treatment for patients, thereby ensuring that they can start on therapy as quickly as possible. They thrive in an environment that emphasizes teamwork and accountability, possesses a deep willingness to serve customers, and drives positive customer experiences in a fast‐paced work environment while showing flexibility to adapt to competing demands across the portfolio as required. DUTIES AND RESPONSIBILITIES · Ensure patient has been enrolled in the patient support program (PSP). Set the tone for a warm welcome into the program. · Provide direct telephone assistance to patients requiring reimbursement support. · Provide patients and physicians with direct toll-free number. · Develop strong relationships with patients, caregivers, and their healthcare team by infusing confidence, trust, security, and relief. · Facilitate a patient’s access to a particular medication by offering reimbursement navigation services. · Investigate reimbursement options available to the patient and maximize the patient’s coverage via private and public payers, while minimizing the financial assistance offered through the PSP and/or out-of-pocket expenses for the patient. · Represent the patient with private or public insurers to optimize drug coverage and assist with the completion of Special Authorization (SA) and/or Prior Authorization (PA) forms, when applicable. · Coordinate with pharmacy drug coverage and dispensing. Troubleshoot any filling/billing issues as required · Liaise with PSP team to ensure optimal patient support and communication, if applicable. · Maintain ongoing and transparent communication with the patient’s healthcare team. · Diligent record-keeping to ensure continuous care and exceptional customer and patient experience. · Uncover and proactively identify gaps and opportunities for improvement in patient experience. · Through patient-oriented solutions, manage challenging patient situations with empathy and patience. · Work with the site representatives to support specific customer needs. · Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics. · Provide updates to internal and external stakeholders as requested and required. · Perform data entry, answer inbound calls, make outbound calls, manage e-mail and fax software, and perform general administrative functions including faxing and filing. · Must be able to identify and report Adverse Events to Health Canada and enter into source system and third-party systems, as applicable · Report and document adverse events as per pharmacovigilance requirements. · Participate in ongoing internal and/or external continuing education activities. · Adhere to Bayshore Policies and Procedures. · Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project. · Participate in proactive Health & Safety activities while performing all duties. Is responsible to notify immediate supervisor of any Health & Safety risks or concerns. · Maintains confidentiality of pharmaceutical partner(s) and corporate information and discusses same only with appropriate Bayshore personnel. · Complete other tasks as requested. QUALIFICATIONS · Completion of post-secondary education or equivalent. · Understanding of provincial and private coverage criteria, Special Authorization processes and how to navigate the Canadian drug coverage landscape is an asset · Demonstrated expertise in delivering exceptional customer service and fostering positive relationships with internal and external stakeholders · Must be fluent in verbal and written communication and interpersonal skills for both English and French (Applicable for provinces/regions with French language service requirements) · Experience in the healthcare, pharmaceutical, or insurance industry would be an asset · Strong customer service, communication, problem-solving and interpersonal skills required. · Demonstrates sensitivity and commitment to utilizing a patient-centric approach; is adept to responding to a patient’s emotional, educational, and health literacy needs · Making decisions using sound judgment, and meeting deadlines. · Ease of working in a paperless environment. · Mindful of accuracy and thoroughness of data entry for reporting requirements. · Strong sense of organization, attention to detail, and ability to multi-task. · Excellent written and verbal communication and interpersonal skills. · Strong computer and technical skills: Excel, Word, Outlook, tablets, web portals/internet use · Ability to work in a quiet working environment with proven ability to work autonomously within a remote/virtual team environment · Established high speed internet access from home office. · Flexibility to adapt and learn multiple programs based on demand.

Job Summary The Occupational Therapist (OT), under the direction of the Manager of Rehabilitation, is responsible for completing professional activities that include assessment, treatment, report writing, communication with health care professionals and referral sources, team meetings and overall management of caseload. Areas of practice include Workplace Safety Insurance (WSIB), Auto Insurance, Vocational Rehab, Mental Health, Accessible Transit and Private services. Occupational Therapy services are carried out in client’s homes, communities, and worksites. Clinical Responsibilities: • Responsible for completing a variety of assessments such as OT In Home Assessments, Worksite Assessments, Ergonomic Assessments, Cognitive Assessments, Mental Health Assessments, Home Safety and Accessibility Assessments and Mobility Assessments. • Responsible for developing and implementing comprehensive treatment programs. • Responsible for delegating, training, and supervising Rehab Assistants when appropriate. • Responsible for maintaining accurate clinical records and completing comprehensive reports which include assessment results, client goals, treatment plan and client progress with treatment according to standards set by the College of Occupational Therapists of Ontario. • Collaborates with other members of the health team and referral sources as needed. Other Responsibilities • Registered and in good standing with the College of Occupational Therapists of Ontario • Maintains professional liability insurance • Participates in ongoing internal and/or external education activities • Adheres to Bayshore Therapy & Rehab Policies and Procedures • Participates in quality activities and continuous improvement initiatives in keeping with the company's Quality Management System • Participates in proactive Health & Safety activities while performing all duties. Responsible for notifying immediate Supervisor of any Health & Safety risks or concerns. • Maintains confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel • Completes other tasks as requested Position: Independent Contractor - Hours will vary, depending on location; we are a diverse team, providing services in over 15 lines of business, with a team of fantastic Occupational Therapy leaders! If you are looking to build your skills, have amazing OT mentors and want to deliver services following best practices with resources at your fingertips, we would love to hear from you! Qualifications Education - Bachelor/Master’s degree in occupational therapy. Experience: Preference of at least two years providing Occupational Therapy. Looking for therapists who bring passion to their role, enthusiasm, willingness to explore diverse opportunities, and desire to make a difference to the clients they serve. Other skills such as mental health, accessibility and home safety skills, mobility/wheelchair assessments (ADP authorizers), vocational rehab, ergonomics, cognitive rehab, functional abilities evaluations and experience with complex injuries such as acquired brain injury and spinal cord injury are an asset. What you can expect: • Competitive pay rates based on years of experience • Flexible work hours: full time (depending on location), part time, or casual work to supplement your current employment • Virtual education meetings with guest speakers • Excellent mentoring and coaching from experienced managers