Bilingual Senior Field Case Manager (Quebec and Atlantics)

Bilingual Senior Field Case Manager (Quebec and Atlantics)

Position Overview

The Senior Field Case Manager (SFCM) is an experienced Field Case Manager who serves as a senior field resource and first-line support for the Field Case Manager team within their region.

Reporting to the Clinical Manager, the SFCM provides day-to-day mentorship, coaching, subject-matter expertise, and operational support to FCMs, helping to ensure consistent application of program processes, high-quality patient care, and effective program delivery.

The SFCM supports onboarding, training, process clarification, complex case troubleshooting, quality activities, and regional initiatives while maintaining a small patient caseload to remain current with clinical, reimbursement, and program requirements.

The SFCM is not a people manager and does not have direct reports. Matters requiring management intervention or outside the SFCM's scope are escalated to the Team Lead or Clinical Manager, as appropriate.

Key Responsibilities

SFCM Support, Mentorship & Escalation

• Serve as a first-line resource for FCMs seeking guidance, clarification, or support with patient cases and program processes.
• Provide peer mentorship, coaching, and practical guidance to FCMs, promoting adherence to program standards, SOPs, and best practices.
• Support FCMs in navigating complex patient access, reimbursement, specialty pharmacy, clinic, scheduling, and other program-related issues.
• Identify knowledge gaps, recurring questions, operational risks, and trends within the team and escalate appropriately to the Team Lead with recommendations.
• Support the Team Leads and/or Clinical Managers with communication and follow-up related to identified team or process gaps.
• Participate in FCM team huddles and other team touchpoints to provide clarification and reinforce consistent processes.
• Act as a resource for FCMs while maintaining appropriate boundaries between peer mentorship and formal people management.

Training & Onboarding

• Support the onboarding and integration of new Field Case Managers through training, shadowing, coaching, and practical field support.
• Participate in structured onboarding activities in collaboration with the Team Lead and program leadership.
• Provide training and reinforcement on PSP processes, reimbursement navigation, specialty pharmacy workflows, patient interaction standards, CRM requirements, and other program procedures.
• Support the development, review, and refinement of training materials, tools, SOPs, and work instructions.
• Identify opportunities to enhance training based on recurring questions, operational trends, audit findings, or changes to program processes.
• Provide ongoing coaching and reinforcement to FCMs following onboarding when additional support or clarification is required.

Operational & Quality Support

• Support the Team Lead with day-to-day operational activities and regional priorities.
• Assist with file audits, productivity reviews, quality initiatives, and identification of opportunities for process improvement.
• Review and provide feedback on tools, resources, and training materials developed for the FCM team.
• Support data clean-up, KPI-related activities, process reviews, and other operational requests as required.
• Assist with the implementation of new processes, tools, and program changes within the field team.
• Identify discrepancies, process gaps, or recurring operational issues and communicate findings to the Team Lead with proposed solutions where appropriate.
• Support quality assurance and other quality-related initiatives when required.
• Assist with reviewing patient or HCP complaints and escalating concerns through the appropriate channels.
• Support the review and maintenance of regional processes to ensure alignment with program requirements.

Patient & Case Management

• Maintain a small, assigned patient caseload to remain current with program processes, clinical requirements, reimbursement pathways, and patient experience.
• Provide patient support in accordance with established PSP procedures, clinical standards, privacy requirements, and program expectations.
• Serve as a resource for FCMs managing complex patient access or reimbursement cases.
• Escalate clinical, safety, patient, or program concerns appropriately and within established escalation pathways.
• Maintain accurate and timely documentation within the CRM and other required program systems.
• Support coverage requirements for the FCM team during vacation, leave, or other planned or unplanned absences when required.

Process & Program Support

• Collaborate with the Team Lead, Clinical Manager, and other program stakeholders on regional initiatives and process improvements.
• Support implementation of program changes by identifying potential field impacts and helping FCMs understand and adopt new processes.
• Support updates to program information, CRM resources, HCP information, clinic or pharmacy information, and other field resources as required.
• Support regional requirements, including onboarding, training, and shadowing
• Support with file audits and team productivity monitoring

Program & Stakeholder Engagement

• Build and maintain professional relationships with patients, physicians, nurses, pharmacists, specialty pharmacies, clinics, and other healthcare professionals.
• Represent the PSP professionally and consistently in all patient and HCP interactions.
• Collaborate with FCMs and program leadership to support seamless patient and HCP experiences.
• Support resolution of patient and HCP concerns and escalate complaints or issues to the appropriate leadership level.
• Contribute field perspective and operational insight to program discussions and continuous improvement initiatives.

Skills & Qualifications

• Nursing background (RN, RPN, LPN) or relevant healthcare discipline required.
• Minimum 3+ years of experience as a Field Case Manager or in an equivalent patient support program role.
• Demonstrated experience providing peer mentorship, coaching, training, or senior-level support.
• Strong knowledge of patient support program operations, including reimbursement navigation, public and private drug coverage, prior authorization processes, specialty and private pharmacy workflows, and patient access pathways.
• Demonstrated ability to manage complex patient cases and provide practical guidance to other FCMs.
• Strong communication, interpersonal, coaching, and problem-solving skills.
• Ability to recognize trends, identify operational gaps, and escalate issues with appropriate recommendations.
• Strong organizational skills and ability to balance a patient caseload with mentoring, training, and operational responsibilities.
• Ability to work independently while collaborating effectively with Team Leads, Clinical Managers, Program Managers, and cross-functional teams.
• Proficiency with CRM systems, case management tools, Microsoft Office, and digital collaboration platforms.
• Demonstrated ability to learn and adapt to changing PSP processes, technologies, and program requirements.
• Bilingualism (French/English) is required.
• Valid driver's license, access to a vehicle, and ability to travel within the assigned region as required.

Role Scope

The Senior Field Case Manager is a senior individual contributor and peer resource and does not have direct reports or formal people-management responsibilities.

The role provides guidance and mentorship to FCMs and serves as an initial escalation resource for day-to-day questions and complex cases. Issues requiring formal management intervention, performance management, employee relations support, or decisions outside the SFCM's scope are escalated to the Team Lead and/or Clinical Manager.

Please note: The Company does not use artificial intelligence in the screening, assessment, or selection of applicants for this position. This job posting relates to an existing vacancy.