Bayshore

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

Description - External 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 - External 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

JOB SUMMARY The Administrative Assistant, under the direction of the Team Lead, Administration, assists Case Managers with their day-to-day activities, as well assists throughout other areas of the program such as data requests, as needed. DUTIES AND RESPONSIBILITIES • Assisting with the Financial Assistance process, including tasks such as uploading receipts, logging cheque information, and completing cheque requisitions. • Dealing with scheduling inquiries and appointment reminders. • Participating in data integrity/file cleanup projects. • Generating welcome letters and kit requests for new patients, if applicable. • Cross functional collaboration with internal departments. • When analyzing post visit reports, confirming if there’s a next appointment booked. • Perform data-entry, answer inbound calls, make outbound calls, manage e-mail and fax software, general administrative functions including faxing and filing. • Helping with meeting minutes and agendas. • Participating in processes relating to regulatory reporting requirements including reporting of adverse events and product complaints to pharmacovigilance team. • Adhering to Bayshore policies and procedures. • Maintaining confidentiality of client and corporate information and discussing same only with appropriate Bayshore personnel. • Completing other administrative tasks to support the team, as required. • Track specific data and information for pharmaceutical companies as required in CRM. • Assist with conducting Vendor Qualification audits, if applicable. • Act as the key stakeholders for contract agreement between Bayshore Specialty Rx and third-party clinics or pharmacies, if applicable. • Track and coordinates schedule with third party clinics (or pharmacies), if applicable. |• 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 to notify immediate Supervisor of any Health & Safety risks or concerns. • Maintain confidentiality of client and corporate information and discusses same only with appropriate Bayshore personnel. • Participate in ongoing internal and/or external continuing education activities. • Complete any other tasks as requested. QUALIFICATIONS • College diploma in administration, or equivalent experience. • Basic understanding of patient support programs and drug reimbursement is an asset. • Call centre or customer service experience is an asset. • Strong computer and software skills: Excel, Word, Outlook, Adobe Acrobat, CRM database entry, telephony, web portals, teleconference scheduling, and web-based meetings. • Proven ability to work independently or in a team environment. • Strong sense of organization and attention to detail. • Self-regulation of time management and the ability to multi-task and adhere to deadlines. • 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.

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 team 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, Private services and other services as assigned. Occupational Therapy services are carried out in clients’ homes, communities, and worksites. Clinical Responsibilities: · Completing comprehensive assessments: OT In Home, Attendant Care, Worksite, Ergonomic, Cognitive, Mental Health, Accessible Transit, Home Safety, Home Accessibility, Mobility and others. · Implementing treatment programs once approved, including sourcing assistive devices, return to work programs, job coaching, behavioural activation, cognitive rehab and implementing return to activities of daily living programs. · Delegating, training and supervising Rehab Assistants. · Maintaining accurate clinical records and completing detailed reports according to Bayshore and College of Occupational Therapists of Ontario standards. · Collaborating and communicating with other members of the health care team. · Cultivating customer relationships, such as lawyers, insurers, physicians, psychologists and WSIB. · Attending and contributing to internal training and team building activities and sharing resources. Other Responsibilities: Registered and in good standing with College of Occupational Therapists of Ontario. · Participates in ongoing internal and external education activities and professional development. · 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 to notify 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 Education and Qualifications: · Bachelor or Master’s Degree in Occupational Therapy · Registration and in good standing with the College of Occupational Therapists of Ontario · Professional Liability Insurance · Completion of a Police Vulnerable Sector Check · Excellent organization, time management, analytical, communication, planning, problem-solving, and documentation skills · Enjoy variety of work, and able to meet tight deadlines · Passionate about role, enthusiastic, willingness to explore diverse opportunities, and desire to make a difference to the clients served. · Valid driver’s license and ability to drive locally and further distances if requested Experience: · Minimum of three years providing Occupational Therapy services preferred. · New graduates welcome to apply · Experience with Automobile Insurance and WSIB an asset. · ADP Authorizer and experience with complex seating an asset. · Experience with hospital discharge planning, medical legal report writing, CAT Assessments and Future Care Cost Assessments an asset. · Skills such as Ergonomics, Functional Abilities Evaluations, Vocational Rehab, Job Coaching, PGAP, mental health, ABI and SCI an asset. The Bayshore Therapy & Rehab Difference: · Work in the comfort of your own home office · Flexible schedule and diverse caseload · Competitive compensation and car allowance · Bonus opportunities · Yearly Professional Development/Education Fund · Amazing company culture · Senior OT leadership, mentoring, support and training · Laptop and cell phone · Growth and career advancement opportunities · Rehab Coordinator support · Comprehensive Benefits Package We thank all applicants for their interest; only those candidates chosen for an interview will be contacted.

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. Role Type: Contract Duration: April 6, 2026 - May 29, 2026 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.