Sentrex Health Solutions

• Responsible for the timely enrollment of the patients into the Patient Support Program • Responds to calls, emails and voicemails in a very efficient and friendly manner • Navigates the Canadian reimbursement landscape with ease and confidence to secure coverage for various disease states, products, and testing • Develop strong relationships with patients, caregivers, and their healthcare team by infusing confidence, trust, security, and relief • Sets and processes tasks on time, and as required, to ensure an optimal patient and Physician experience • Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy • Prioritizes conflicting needs; handles all matters expeditiously, proactively, and follows-through on tasks to successful completion • Electronically updates the Customer Relationship Management (CRM) and provides patients and clinics with timely proactive updates • Successfully completes critical aspects of deliverables with a hands-on collaborative approach • Reports Adverse Events / Severe Adverse Events (AE / SAEs) by following SOP guidelines • Requirement to maintain outlined service levels for various clients, projects and initiatives • Fosters and promotes a spirit of teamwork while working with various internal business units • Acts as a liaison and provides ongoing feedback to the Manager based on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance • Completes all relevant reports (billing, time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards • Participates in building relationships crucial to the success of the organization, and manages a variety of special projects, some of which may have organizational impact • Always maintains professionalism, and strict confidentiality with all materials, and exercises discretion when interfacing with the business • Additional duties as required and as determined by your Manager.

• Adhere to Sentrex Policies and Procedures. • Provide comprehensive device training to patients and/or designated care provider via virtual platforms. • Deliver patient education on disease state, treatment expectation, medication storage and administration, adherence and safety considerations. • Follow-up with patients and/or designated care providers to assess comfort with injection techniques, address concerns, and ensure continuity of therapy. • Serve as the primary clinical escalation point for Care Navigators within the program. • Assess clinical concerns, provide guidance, and escalate to Lead Nurse Field Supervisor when required. • Assist Care Navigators with complex reimbursement cases, therapy disruptions, side effect reporting, and adherence challenges. • Ensure accurate assessment and documentation of clinical information and program systems. • Ensure all patient interactions are documented accurately, thoroughly, and in compliance with program protocols. • Maintain familiarity with program workflows, reporting requirements, and therapeutic training updates. • Build strong rapport with patients and/or designated care provider, acting as a supportive and reliable clinical resource throughout their treatment journey. • Support program improvements, pilot initiatives, or process enhancements as directed by the Lead Nurse Field Supervisor. • Attend team meetings, virtual coaching sessions. • Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team. • Attend key patient and stakeholder meetings, as well as relevant conferences, to support high quality disease education, product information, and case management services. • Liaise with physicians’ offices, pharmacies, and clinic solutions to ensure comprehensive and coordinated service to patients and/or designated care provider. • Participate in ongoing internal and/or external continuing education activities. • Additional duties as determined by your Manager.

• Act as the primary point of contact for all patient related elements of the PSP. • Responsible for the timely enrollment of the patient into the Patient Support Program. • Telephone support (including maintenance calls and adherence support both inbound and outbound as needed). • Collaborate with the patient, insurer, and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations as required. • Reviews the patient status and assists the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests. • Provides therapy guidelines/education on the program to manage patient and physician expectations. • Collects information and conducts patient financial assessment eligibility based on program guidelines. • Liaise with physicians’ offices, pharmacies, infusion/injection services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise. • Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy. • Review, analyze and validate information provided by patients for accuracy and completeness to ensure initiation and continuation of services. • Maintain service levels in case management, including telephone answer rates, time to initiate contact with the patient, Adverse Events reported as per SOPs, and any other KPIs established as the Program level. • Maintains accurate and timely patient/clinic information within the Customer Relationship Management (CRM) system. • Fosters and promotes a spirit of teamwork while working with internal patient support teams. • Identifies obstacles to obtaining coverage and channels this information to the PSP Supervisor. • Follow‐up/advocate until a decision is received, ideally securing coverage for the patient. • Maintains confidentiality of patient, client and corporate information and discusses same only with appropriate personnel. • Additional duties as requested by the Manager.

• Perform patient enrolment activities and complete required follow-ups, according to program protocols and applicable departmental procedures. • Provide medical support to patients and healthcare providers, including but not limited to prescription coordination and providing education on disease, product, administration, and side effect management. • Provide telephone support including inbound and outbound maintenance, support, and adherence calls as needed. • Respond to clinical inquiries from patients and healthcare providers received via telephone or web-based platforms based on information provided as part of the program materials. • Provide information on program services to patients and healthcare providers as needed. • Prepare for and attend extensive, specialized training sessions for specific therapies as required. • Administer and adhere to case-management protocols, including clinical monitoring, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers. • Report Adverse Events / Severe Adverse Events (AE / SAEs) following approved SOPs. • Collaborate with the patient, insurer and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations and alternative funding searches as required. • Liaise with physicians’ offices, pharmacies, infusion services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise. • Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients. • Attend patient meetings, conferences as needed to educate patients, providers regarding disease/product information and case management services. • Collaborates and participates in PSP team and client meetings as necessary. • Participate in ongoing internal and/or external continuing education activities. • Participate in development of training material and programs for new PSP team members. • Provide ad-hoc support to multiple programs, teams, and departments. • Foster and promote a spirit of teamwork while working with internal patient support teams. • Provide additional support with other duties or projects as requested by PSP Management.

• Cross-Program Coverage and Continuity • Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs. • Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs. • Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements. • Special Projects and Operational Support • Provide dedicated support for special projects across the PSP, including process improvement initiatives, workflow stabilization, program transitions, coverage planning, and operational support as assigned. • Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs. • Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity. • Advanced Reimbursement Support • Apply extensive reimbursement expertise across multiple provinces, including public and private payer requirements, provincial coverage criteria, prior authorization processes, appeals, special authorization submissions, and employer or insurer escalations. • Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers. • Serve as a knowledgeable resource for complex reimbursement scenarios by supporting Care Navigators and PSP leadership with payer-specific requirements and escalation recommendations. • Patient and Program Support • Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support. • Support timely patient enrollment, telephone support, maintenance calls, adherence follow-up, and ongoing case management as required by the assigned program. • Review, analyze, and validate patient information for accuracy and completeness to support initiation and continuation of services. • Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system. • Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel. • Complete additional duties as requested by the Manager.

• Cross-Program Coverage and Continuity • Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs. • Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs. • Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements. • Special Projects and Operational Support • Provide dedicated support for special projects across the PSP, including process improvement initiatives, workflow stabilization, program transitions, coverage planning, and operational support as assigned. • Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs. • Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity. • Advanced Reimbursement Support • Apply extensive reimbursement expertise across multiple provinces, including public and private payer requirements, provincial coverage criteria, prior authorization processes, appeals, special authorization submissions, and employer or insurer escalations. • Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers. • Serve as a knowledgeable resource for complex reimbursement scenarios by supporting Care Navigators and PSP leadership with payer-specific requirements and escalation recommendations. • Patient and Program Support • Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support. • Support timely patient enrollment, telephone support, maintenance calls, adherence follow-up, and ongoing case management as required by the assigned program. • Review, analyze, and validate patient information for accuracy and completeness to support initiation and continuation of services. • Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system. • Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel. • Complete additional duties as requested by the Manager.

• Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs. • Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs. • Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements. • Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs. • Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity. • Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers. • Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support. • Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system. • Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel.

Role Description The Senior Care Navigator provides advanced, flexible support across the Patient Support Program (PSP). This role is designed to support higher-complexity reimbursement needs, provide vacation and sick coverage for Care Navigators across PSPs, and contribute to special projects that improve program operations. The Senior Care Navigator must be able to quickly learn program-specific workflows, maintain continuity of care during coverage periods, and apply strong immunology PSP and multi-province reimbursement expertise to support timely patient access to therapy. A Day in the Life (What you will do here): - Cross-Program Coverage and Continuity: - Provide vacation, sick leave, and temporary coverage for Care Navigators across multiple PSPs. - Ensure continuity of patient care during coverage periods, including timely follow-up, documentation, reimbursement activity, and adherence to program-specific KPIs. - Quickly learn and apply different program workflows, escalation pathways, client expectations, and reporting requirements. - Special Projects and Operational Support: - Provide dedicated support for special projects across the PSP, including process improvement initiatives, workflow stabilization, program transitions, coverage planning, and operational support as assigned. - Support PSP leadership by identifying process gaps, reimbursement trends, coverage barriers, and opportunities to improve consistency across programs. - Assist with onboarding, knowledge transfer, or temporary workflow support when programs require additional experienced Care Navigator capacity. - Advanced Reimbursement Support: - Apply extensive reimbursement expertise across multiple provinces, including public and private payer requirements, provincial coverage criteria, prior authorization processes, appeals, special authorization submissions, and employer or insurer escalations. - Collaborate with patients, insurers, physicians, pharmacies, infusion or injection service providers, and internal PSP teams to resolve reimbursement and access barriers. - Serve as a knowledgeable resource for complex reimbursement scenarios by supporting Care Navigators and PSP leadership with payer-specific requirements and escalation recommendations. - Patient and Program Support: - Act as a point of contact for patient-related elements of the PSP when providing assigned coverage or project support. - Support timely patient enrollment, telephone support, maintenance calls, adherence follow-up, and ongoing case management as required by the assigned program. - Review, analyze, and validate patient information for accuracy and completeness to support initiation and continuation of services. - Maintain accurate and timely patient, clinic, and program information within the Customer Relationship Management (CRM) system. - Maintain confidentiality of patient, client, and corporate information and discuss information only with appropriate personnel. - Complete additional duties as requested by the Manager. Qualifications - Post-secondary education in healthcare, life sciences, business administration, or a related field is preferred. - Minimum 3–5 years of direct immunology Patient Support Program experience is required. - Demonstrated experience supporting reimbursement across multiple Canadian provinces is required. - Bilingualism (English and French) is an asset. - Bilingualism required in the province of Quebec. - Extensive reimbursement experience is required, including private insurance coordination, provincial public coverage, special authorization processes, appeals, payer follow-up, and patient financial assistance pathways. - Advanced knowledge of public and private reimbursement structures, payer systems, documentation requirements, and province-specific reimbursement processes is required. - Ability to rapidly learn and apply program-specific requirements while providing short-term coverage, project support, and operational continuity across different PSPs. - Must be able to work from home and have a quiet, private home office space. - Excellent verbal and written communication skills. - Strong analytical skills including interpretation of regulation and legislation. - Advanced knowledge of the pharmaceutical distribution industry. - Excellent customer service, problem-solving, and conflict resolution skills. - Effective interpersonal skills. Benefits - Competitive Salary and generous vacation entitlement. - Wellness Program (5 paid days off for your well-being!). - Paid Sick Days. - Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance. - Employee & Family Assistance Program. - RRSP Matching Program.

Role Description At Sentrex, we thrive when our people thrive. We are currently looking for a Patient Care Coordinator, to be the supportive force that empowers our Patient Programs. The ideal candidate will be a proactive problem solver with exceptional communication skills, and meticulous attention to detail. The Patient Care Coordinator will be responsible for managing all aspects of Patient Coordination, including: - Responding to frequently asked questions - Responding to intermediate questions about the reimbursement process - Medication delivery coordination - Internal coordination communication The Patient Care Coordinator will provide continuous support for patients by utilizing their impeccable customer service skills and available resources to ensure patients receive optimal care throughout their treatment with ease and in a timely manner. A Day in the Life (What you will do here): - Providing cross-coverage administrative support to all areas within the Patient Support Program including processing safety data, fulfillments/reviews, internal/external communications, field staff support, reports (daily, weekly, monthly etc.), data clean-up, meetings, maintenance of filing system, and general office/administrative duties. - Developing strong relationships with patients, caregivers, and their healthcare team by instilling confidence, trust, security, and relief. - Maintaining an understanding of public, private and federal funding programs and reimbursement pathways. - Helping patients navigate the insurance landscape, walking them through how to find insurance forms, acquire signatures and submit to their insurers for a response. - Providing effective and timely management of inbound faxes and email communication. - Ensuring complete and high-quality data entry into our database systems. - Executing other ad-hoc administrative duties, as they are assigned. - Processing data entry activities of pertinent information received at different points of contact during the delivery of Program services. - Engaging in and managing email, phone, and fax correspondence. - Handling incoming and outgoing mail. - Preparing and sending out Program letters and materials and working collaboratively with the team to complete a variety of administrative duties. - Ordering office supplies and maintaining inventory. - Reporting Adverse Events / Severe Adverse Events (AE / SAEs) by following SOP guidelines. - Completing all relevant reports (time sheets, expenses, mileage, validate CRM reports, etc.) as per specified timelines and as per required standards. - Maintaining program data accuracy through review of program documentation for completeness and consistency. - Other duties as assigned by your manager. Qualifications - Grade 12 education combined with 2 years of community college, secretarial and/or equivalent work-related experience providing office administration services. - Bilingualism (English and French) is required. - Experience working with Patient Support Programs is an asset. - Professional and courteous telephone manner with strong attention to detail. - Excellent verbal and written communication, listening, and customer service skills. - Proven ability to multi-task, set priorities, and manage competing deadlines in a fast-paced environment. - Accurately inputting information into various paper and electronic forms. - Ability to learn quickly, adapt, and multi-task in a fast-paced and changing environment. - Demonstrated ability to problem-solve and think creatively to achieve effective outcomes. - Comfortable working both independently and collaboratively within a team setting. - High level of proficiency with Information Technology as well as computer and software skills: Microsoft Office suite of applications, phone systems and databases. - Typing skills and ability to be a strong functional user of various computer-based programs. - Strong organizational skills with the ability to cope with changing priorities. - Self-directed individual who can work independently with minimal supervision. - Adheres to confidentiality policy when handling and managing patient data and information. - Proactive, dynamic and demonstrates an ability to work in a team environment and collaborate with others in assisting with the delivery of administration services. Benefits - Competitive Salary and generous vacation entitlement. - Wellness Program (5 paid days off for your well-being!). - Paid Sick Days. - Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance. - Employee & Family Assistance Program. - RRSP Matching Program.

Role Description Reporting to the Associate Program Manager, the Supervisor, Patient Programs will ensure a professional and service-oriented work environment by monitoring performance, motivating, and developing their team members to deliver excellent customer service and achieve required performance objectives. The Supervisor is responsible for supporting the patient services management team in coordinating workforce and workflow related activities. The Supervisor must be well versed in PSP service offerings, organizational procedures, contact center technology, and reporting. A Day in the Life (What you will do here): - Implement contact center strategies and tactics to help case managers achieve their objectives. - Create, utilize, and continuously evaluate scheduling processes and systems that best meet our customer’s requirements for service, patient safety, contractual obligations, and operational standards. - Support manager with the development and execution of policies and practices; always respond according to policy direction and seek assistance with unusual situations and/or staff non-adherence. - Provide leadership and coaching to team members to ensure Quality and established KPI’s are achieved. - Monitor calls for quality and technical accuracy, providing timely feedback on soft skills as well as technical content. - Monitor results vs. goals on a monthly basis and take action, as required, to ensure business goals and objectives are being consistently achieved. - Analyze contact center data and generate insightful business reports/metrics and affect continual operational improvement. - Assist with recruitment, onboarding, call quality training/development, and performance management. - Recommend corrective actions or follow-up, as required, and engage other resources, as needed. - Participate/lead in respective client meetings and day-to-day client communications, as required. - Collaborate with all internal departments that deliver program-related services to ensure optimal execution and performance. - Assist with quality assurance and quality improvement initiatives, overseeing the completion of all required CAPA activities. - Participate in Program design and development activities (i.e., development of primary and secondary documentation flows and charts). - Participate in project technical set up (i.e., telephony, data collection tools, and processes, reports, and project reporting requirements). - Additional duties as assigned by the manager. Qualifications - University Degree in a Healthcare or Life Sciences-related field is preferred. - Bilingualism (English and French) is an asset. - Minimum of 1-3 years supervisory or management experience; preference will be given to candidates with prior reimbursement experience and/or Team Leader experience in a contact centre and/or the pharmaceutical industry. - Experience in a fast-paced work environment with fluctuating demand for services is essential. - Experience in executing business strategies including establishing clear KPIs and processes for reporting. - Proven experience leading a team through organizational change. - Functional knowledge in contact center transformation, design, and process implementation. - Demonstrated success in leading and developing a team, as well as working with indirect reports and cross-functional partners. - Demonstrated technical competence and a strong ability to understand and troubleshoot basic technical issues; familiarity with contact center technologies such as using, designing, and reporting on IVR’s. - Intermediate to advanced knowledge of the MS Suite of applications. - Ability to communicate effectively (both oral and written) with internal and external customers and stakeholders; makes good decisions based on a combination of analysis, wisdom, experience, and judgment. - Excellent interpersonal skills and ability to build and maintain good relationships with colleagues at all levels of the organization and promote harmony amongst team members. - Effective analytical and problem-solving skills. - General knowledge of reimbursement, patient assistance programs, database elements, functionality, and operational policies and processes. Requirements - Your commitment to providing a high level of service to your internal and external clients. - You are highly adaptable with a track record of success during times of growth and organizational change. - You have a proven track record of developing trust and influence at multiple levels. - You demonstrate an impactful and candid communication style. - You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders. Benefits - Competitive Salary and generous vacation entitlement. - Wellness Program (5 paid days off for your well-being!). - Paid Sick Days. - Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance. - Employee & Family Assistance Program. - RRSP Matching Program. Company Description A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology and experienced, cross-functional teams. Our core capabilities include: - Specialty Pharmacy Services - Customized Solutions for Warehouse, Wholesale & Distribution - Patient Support Programs - HCP & Clinic Services