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Customer Service Care Coordinator in Oakville at Innomar Strategies

Date Posted: 9/14/2018

Job Snapshot

Job Description

The Customer Service Care Coordinator is responsible for assisting patients navigate through the plan requirements of their private insurance coverage. The Customer Service Care Coordinator will facilitate the Preferred Pharmacy process to optimize the plan member’s access to the right therapy. The Customer Service Care Coordinator is responsible for undertaking the overall management of assigned patient cases related to preferred pharmacy navigation and will provide adherence support services as required.


  • Plan Member (patient) enrollment to ensure that the plan member is participating in any available support program that is offered by the drug manufacturer (i.e. Patient Assistance Programs);
  • Pharmacy and prescription set up for patients, during the enrollment process as well as ongoing support for the time the patient is in the HealthForward Program;
  • Acquire knowledge of funding mechanisms including private and public insurance plans;
  • Coordinate and manage all aspects required in order to sustain prescription drug coverage for patients according to the parameters of their private plan;
  • Coordinate cases with Patient Assistance Programs, pharmacy, physician offices and healthcare professionals in order to maximize health outcomes;
  • Coordinate documents, submissions and all related paperwork to Patient Assistance Programs, physician offices, and pharmacies;
  • Provide patients with adherence/compliance services to ensure that the patient is taking their medication as prescribed and supporting the patient to overcome any potential adherence barriers;
  • Maintain professionalism in a call center environment;
  • Be available between the hours of 8:00 AM to 8:00 PM, with the ability to maintain flexible working hours. 





Job Requirements

  • Post-secondary education or equivalent in a related discipline;
  • Minimum of 2 years’ experience in customer service, in an office setting;
  • Strong proficiency in Microsoft applications (Outlook, Word, Excel);
  • Professional/courteous/efficient telephone manner;
  • Proven ability to organize time, set priorities and multi-task in order to meet various competing work deadlines;
  • Candidate must have strong communication and interpersonal skills;
  • Ability to work independently and in a team environment;
  • Attention to detail;
  • Experience in the healthcare, pharmaceutical or insurance industry is an asset; and
  • Bilingualism (French/English) is an asset.