Job Description

Nurse Field Case Manager (FCM) - Western Canada (BC or AB)

Location:

Why work at Specialty Health Network?

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks!

Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless!

Why is this position important?

The Nurse Field Case Manager (FCM) is responsible for a collaborative process of ongoing assessment, planning, facilitation, service coordination, evaluation, and advocacy to meet the needs of the physician/client through flawless customer service. The Nurse Field Case Manager will deliver, through expert communication skills and available resources, quality management of the HCO’s in their territory. The Nurse Field Case Manager will work directly with the reimbursement team to help secure drug coverage. They will support physicians in managing all aspects related to facilitating patient access to therapy and will provide service in person or remotely according to customer preference. The Nurse Field Case Manager will support the Abbvie Care Nurses within their territory to ensure that patients are scheduled in a timely manner for Education, post titration and ad hoc visits as required.

The Nurse Field Case Manager will help support the caseload of physicians, building strong working relationships, collaboration, effective communication and attention to detail both internally and externally to meet specific team and business objectives. In addition, the Nurse Field Case Manager will attend training sessions, complete self-learning assignments and independent studies while adhering to SDM Specialty Health Network Standard Operating Procedures, Policies, and the College of Nurses Standards of Practice.

What you will do:

• Act as single point of contact for defined physicians within an established territory

• Assist the health care practitioner (HCP) in completing the Program enrolment form, as applicable

• Educate the HCP on the Program enrolment requirements

• Gather patient Program enrolment required information (physician signature, patient contact information, and product information)

• Provide reimbursement assistance to physicians according to need

• Provide physicians with payer documentation support

• Provide physicians with patient status reports at the cadence requested by the HCO

• Review patient status and assists the prescribing physician to coordinate treatment start dates.

• Assist to populate Special Authorization forms (SA) for public or private coverage by reviewing patient charts, assessing previous therapies and test results in order to complete the SA. The above may be done on site, or remotely, as required

• Support treating physician in the development of appeal letters, as required

• Act as a resource for treating physicians and provides guidance regarding payer reimbursement criteria

• Assist physicians with the annual prescription renewal process

• Assist physicians with the SA renewal process (most commonly annually), as applicable

• Identify obstacles and delays to obtaining coverage, take appropriate action and identify alternative channels for patient coverage

• Management of physician files in the database

• Educate the HCP regarding Program services by providing general Program and Product information based on SOPs, Product Monograph, approved verbatim and other approved materials

• Review and discuss comprehensive program components, services and value-add program offerings

• Assist in coordination of nursing visits to patients within established territory in a timely manner while maintaining a cost effective approach

• Assist in development and presentation of new program processes in established territory.

• Assist in training of new staff

• Standardize patient education, post titration and dose change visits to establish correct process and best practices

• Establish process and create best practices for remote and virtual patient visits

• Act as a liaison and provide ongoing feedback to manufacturer based on observations in the field and feedback from physicians and clinic staff as it pertains to quality of services, training, pilot projects and other areas of importance. Feedback and observations are channeled to the manufacturer as appropriate.

• Collaborate with sales reps and associates according to guidance and guidelines

• Attend scheduled educational events as required

• Present new and/or program information to physician offices as required

• Report Adverse Events /Severe Adverse Events (AE/SAEs) in accordance with established agreements

• Maintain high standards of professional practice by adhering to the ethics of the profession and keeping abreast of the latest professional advancements

• Assume responsibility for personal and professional learning and development

• Other responsibilities as required by SDMSHN

What you will need:

• Registered Nurse with a current, unrestricted license in the province of employment

• BScN preferred, however, a combination of experience and education will be considered

• Proficient in reimbursement landscape and completion of Special Authorization and Appeal Letters

• Recent experience with Patient Support Programs (PSP) an asset

• Demonstrated customer/account focus and consistently deliver on the PSP value proposition

• Fluently bilingual in both written and spoken languages is an asset (French & English)

• Five or more years direct clinical experience

• Strong communication and telephony skills

• Demonstrated leadership experience and ability to work under pressure

• Ability to provide an organized, efficient approach to case management

• Possession of excellent skills in assessment, communication, critical thinking and decision making

• Ability to demonstrate understanding of SDM Specialty Health Network policies, legal considerations and professional ethics

• Proficiency of computer skills including, Microsoft 365

• Ability to adapt to a changing environment

• Commitment to the principle of quality client-centered service delivery

• Valid driver’s license and with reliable vehicle

• Ability to travel throughout Western Canada

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.