• Act as the first point-of-contact for customers. • Provide best-in-class support for all active and discontinued products, resolving issues with installation, troubleshooting, configuration, interoperability and compatibility. • Provide remote assistance support via LogMeIn Rescue to login, troubleshoot and resolve an issue on a customer’s behalf. • Assess customer needs using probing questions and recommend appropriate StarTech.com products. • Offer innovative solutions tailored to meet unique customer requirements. • Identify sales opportunities and escalate to the appropriate internal teams. • Provide internal support to Customer Advisors and other departments across the organization with both pre-sales and technical support of products. • Gather and document each interaction with a customer in the Customer Relationship Management platform. Regularly follow up and attempt to resolve any outstanding customer issues.

• Adhere to Sentrex Policies and Procedures. • Perform HCP and patient registration activities, according to program protocols and applicable departmental procedures. • Process data entry activities of pertinent information received at different points of contact during the delivery of program services. • Provide answers to general inquiry calls submitted via telephone or web-based platforms on program services, disease state or product related questions, based on information provided as part of the program materials. • Provide medical support to patients and health care providers, including but not limited to education on specific diseases and therapies and disease management. • Prepare for and attend extensive, specialized training sessions for specific therapies provided by the pharmaceutical team. • Telephone support (including maintenance calls and adherence support both inbound and outbound as needed). • Administer and adhere to case-management protocols, including clinical monitoring, data collection, ongoing patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers. • Work directly with the care navigator and the physician to secure funding for their patient’s therapies; assist with alternative funding searches when needed. • Attend patient meetings, conferences as needed to educate patients, providers regarding disease/product information and case management services. • Must be able to identify and report adverse events to Health Canada, Med Info and enter source system and third-party systems as per training on updated Pharmacovigilance requirements. • Maintain confidentiality of client and corporate information and discuss same only with appropriate personnel. • 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. • Participate in ongoing internal and/or external continuing education activities. • Perform patient enrolment into the program and complete required follow-ups, according to program protocols and applicable departmental procedures. • Proactively offer support and advocacy to patients and HCP which includes but is not limited to enrollment, facilitation of coverage renewals, and changes throughout the patient journey, as well as facilitating reimbursement support to physicians and patients. • Provide ongoing support on disease state or product related questions, based on information provided as part of the program's materials, to ensure patient adherence, as dictated by the needs of the patient. • Follow the program protocols to ensure that the most appropriate next step is scheduled to ensure continuity of service delivery to patients. • Requires traveling to physician’s offices as requested by the physician’s office and/or the reporting manager. • Strong analytical and problem-solving skills to address barriers and optimize patient care processes. • Demonstrates strong customer service skills, with the ability to build trust and rapport with HCPs, patients, and stakeholders.

• 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 administrative duties as well. • Ensuring complete and high-quality data entry into our database systems. • Providing effective and timely management of inbound faxes and email communication. • Executing other ad-hoc administrative duties, as they are assigned. • Process data entry activities of pertinent information received at different points of contact during the delivery of Program services. • Engage in and manage email, phone, and fax correspondence. • Handle incoming and outgoing correspondence. • Prepare and send out Program letters and materials and work collaboratively with the team to complete a variety of administrative duties. • Identify opportunities for improvement and optimization of processes, template forms, documentation. • Maintain program data accuracy through review of program documentation for completeness and consistency. • 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.