JOB SUMMARY
The Nurse Case Manager (NCM) that is referred to as Health Management Coach (HMC) acts as the primary point of contact, offering clinical support to oncology patients and Healthcare Professionals (HCPs). They provide holistic support to patients, helping them manage their medication and their disease, improving both their health outcomes and quality of life, while considering their individual needs and motivations. The HMC embraces the concept of shared decision-making with the patient and acknowledges and leverages the patient’s past experiences and strengths. The HMC will provide support that is complementary to the support provided by the patient’s healthcare team, including through adherence programs implemented by the pharmaceutical partner.
DUTIES AND RESPONSIBILITIES
- Assist in completing patient enrolment; including gathering all pertinent and appropriate information to complete the necessary forms (private and/or provincial insurance) in a concise, organized, and professional manner.
- Liaise and advocate with third-party providers and provincial governments as necessary to determine coverage options.
- Ensure patients are scheduled for necessary diagnostic tests and notify physicians of any expired test results that require follow-ups.
- Complete Welcome Call activities with the patient according to defined scripts.
- Provide patients and physicians with direct toll-free number.
- Review post visit reports to confirm next appointment is scheduled and data integrity of the report against the physician order, if applicable.
- Track missing post visit reports, if applicable.
- Facilitate any required communication with physicians, Patient Support Programs, or other health care professionals involved in the patient’s circle of care.
- Follow up and advocate until a decision is received, ideally securing coverage for the patient, if applicable.
- Work closely with the manufacturer local sales representatives to support specific physician’s and staff needs, if applicable.
- Offer and/or provide educational training to patients and physicians on product(s).
- Act as a central resource liaison for program stakeholders, which include physicians, nurses, patients, and clinics.
- Coordinate and schedule patients at appropriate visit locations (home, clinic, etc.), if applicable.
- Provide updates to internal and external stakeholders based on observations.
- Ensure patient records are maintained and data-accurate to meet program reporting requirements.
- Must be able to identify and report Adverse Events to Health Canada, Med Info, and enter into source system and third-party systems.
- Report and document Adverse Events as per Pharmacovigilance requirements.
- Participate in quality activities and continuous improvement initiatives in keeping with the company’s Quality Management System as well as specific performance indicators for the project.
- Maintain confidentiality of pharmaceutical partner(s) and corporate information and discuss same only with appropriate Bayshore personnel.
- Complete all relevant reports (time sheets, expenses, mileage, reports, etc.) as per specified timelines and Bayshore’s policy, if applicable.
- Complete product complaint reports.
- Adhere to Bayshore and manufacturer Policies and Procedures.
- Ensure timely and compliant reporting of Adverse Events (AEs) and Product Quality Complaints (PQCs) in accordance with Health Canada pharmacovigilance requirements ad guidelines, including accurate documentation, appropriate escalation, and effective collaboration with internal stakeholders and regulatory teams.
- Complete other tasks, as requested.
