Locations: London, Hamilton or Toronto, ON

Job Purpose:

As part of the Business Excellence & Execution Team, the Clinic Navigator is responsible for implementing, managing, and executing the Radioligand Therapy (RLT) Assist Patient Support Program(s). The Clinic Navigator optimizes and accelerates positive patient and program outcomes, supporting cross-functional teams. Acting as the Single Point of Contact (SPOC) for patients, HCPs, and extended health care teams, the Clinic Navigator manages daily program activities, supports Health Care Professionals (HCPs) and other stakeholders in the field, and manages patient dossiers while monitoring metrics and KPIs.

Major Accountabilities

• Asist the PSP Lead in clinic and remote management, document coordination, and navigation services related to RLT Patient Support Program operations.
• Provide bilingual support (French/English) for RLT patients and HCPs.
• Monitor and report KPIs, offering insights for continuous improvement.
• Assist clinic and patient requests with referral paperwork coordination and navigation for diagnostic services.
• Offer in-clinic support and ensure timely scheduling of PSMA-PET scans and follow-ups.
• Maintain accurate and comprehensive patient records while providing effective communication to support and address treatment journey concerns.
• Collaborate with external service providers to ensure efficient diagnostic services.
• Monitor patient progress and regularly update the healthcare team.
• Ensure ethical interactions and compliance with relevant institutional and provincial regulations.
• Participate in audits to maintain high standards of PSP operations.

Program Education

• Educate HCPs and patients on Program services, including general Program and Product information based on SOPs, Product Monograph, and other approved materials.
• Review and discuss comprehensive program components, services, and value-added offerings
• Relationship Management
• Provide feedback to Novartis based on field observations and customer feedback regarding service quality, training, and other important areas.
• Collaborate with Novartis associates as per guidance and guidelines.
• Attend educational events and training as required.
• Cross Functional Accountabilities
• Develop and implement program tactics and innovative solutions in collaboration with cross-functional teams, including CRM and reporting optimization.
• Assist field and medical teams in efficiently managing HCP requests.
• Assist in presenting patient support program services and capabilities to internal and external stakeholders.

Competencies

• Patient Support Program experience, ideally in Oncology, Rare Disease, or Radioligand Therapy/Nuclear Medicine.
• Knowledge of the Canadian, national, and provincial health care systems and environment.
• Customer service experience, ideally at call center level.
• Experience in clinic or hospital settings is an asset.