Position Type: Full Time
Department: Patient Programs
Work Location: Canada
Work Arrangement: Remote
Work Hours: Monday to Friday - 10am-6pm (EST)
Travel Required: No
The Opportunity:The Nurse Care Navigator (NCN) plays a key clinical support role within the Patient Support Program, providing direct patient education, injection training, and clinical guidance throughout the treatment journey. Reporting to the Lead Nurse Field Supervisor, the NCN manages clinical-related escalations from the Care Navigators and serves as a trusted clinical resource for patients, internal and external stakeholders.
The NCN collaborates closely with patient interacting teams, clinics and healthcare providers to ensure seamless continuity of care. This role also provides support to the Field Nurse Case Managers (FNCM) on an as-needed basis to maintain consistent service quality across all regions.
A Day in the Life (What you will do here):- 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.
What you need to ensure you are set up for success:- Must be a Registered Nurse in good standing with the College of Nurses of their respective province.
- 2+ years of clinical experience.
- Experience in immunology, rheumatology, or dermatology an asset.
- Experience in patient education, injection training, or Patient Support Programs an asset.
- Strong analytical and problem-solving skills to address barriers and optimize patient care processes.
- Ability to manage virtual patient interactions and handle case escalations confidently.
- Demonstrates strong customer service skills, with the ability to build trust and rapport with HCPs, patients, and stakeholders.
- Highly collaborative with effective and practical communication skills.
- Proven ability to work in a team environment.
- Bilingual in English and French is an asset.
What makes you a great fit for this team:- 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.
Why join Sentrex?We value our employees! Our permanent full-time employees are provided with a:
- 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
- The anticipated base salary hiring range for this role is $76,500 to $90,750 annually. The final base salary will be determined based on relevant experience, skills, and internal equity.
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