Key Facts

Remote From:

Full time

Senior (5-10 years)

English, French

Hard Skills

Patient Onboarding Activities Of Daily Living (ADLs) Health Reimbursement Arrangement Case Management Tools Health Care Industry Cross-Functional Collaboration Escalation Management Office Management Compliance Management Healthcare Industry Knowledge Issue Management Clinical Documentation Medical Device Directive Medication Administration Pharmacy Operations Pharmaceutical Security

Other Skills

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Mentorship
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Professional Communication
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Client Confidentiality
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Time Management
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Empathy
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Problem Solving

Roles & Responsibilities

5+ years of related experience in healthcare customer service, patient support, patient services, or medical program coordination.
Demonstrated experience supporting patients or customers in a regulated healthcare environment.
Strong proficiency with business systems and technology (e.g., case management systems, CRM tools, MS Office).
Bilingual (English/French) strongly preferred but not required.

Requirements:

Serve as the primary point of contact for patients, caregivers, and healthcare provider offices within assigned patient support programs.
Support patient enrollment and onboarding, ensuring required documentation is complete, accurate, and submitted in a timely manner.
Navigate and resolve complex patient access issues, including coverage verification, reimbursement documentation, and follow-up coordination.
Identify and escalate complex or sensitive cases using sound judgment within established policies and procedures.

McKesson Canada

About McKesson Canada

At McKesson Canada, our vision is to improve care in every setting — one product, one partner, one patient at a time. We partner with hospitals, physicians, pharmacies, nurses, biopharmaceutical manufacturers and others across the spectrum of care to build healthier communities. By helping our partners be as successful as possible, we work together to improve patients’ lives.-Chez McKesson Canada, notre vision est d'améliorer les soins dans tous les contextes — un produit, un partenaire, un patient à la fois. Nous travaillons en partenariat avec des hôpitaux, des médecins, des pharmacies, des infirmières, des fabricants de produits biopharmaceutiques et d'autres dans l'ensemble du système de santé pour bâtir des communautés plus saines. En aidant nos partenaires à avoir le plus de succès possible, nous travaillons ensemble pour améliorer la vie des patients.

Company type: XLarge

Founded: 2018

Company size: 10001

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Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

À propos du poste:

Chez McKesson, nous sommes animés par une mission commune : améliorer la qualité de vie en faisant progresser les soins de santé. À titre de Spécialiste principal(e) du soutien aux patients, vous jouerez un rôle clé dans l’offre d’une expérience patient de grande qualité en soutenant les patients, les professionnels de la santé et les partenaires internes tout au long du parcours de soutien aux patients.

Il s’agit d’un poste de contributeur individuel senior au sein de nos programmes de soutien aux patients (PSP). Vous agirez à titre de personne‑ressource de confiance pour les patients et les cliniques des professionnels de la santé, en soutenant l’inscription des patients, la navigation des régimes d’avantages sociaux, la résolution de problèmes et la coordination continue des programmes. Travaillant avec une supervision minimale, vous ferez preuve de jugement, de solides capacités de résolution de problèmes et d’une connaissance approfondie des programmes afin de résoudre des situations complexes liées à l’accès aux soins et aux services.

Ce poste convient bien à une personne possédant une solide expérience en soutien à la clientèle dans le secteur de la santé et qui aime évoluer dans un environnement dynamique et axé sur le patient.

Ce que vous ferez:

Agir comme point de contact principal pour les patients, les aidants et les cliniques des professionnels de la santé dans les programmes de soutien aux patients assignés.
Soutenir l’inscription et l’intégration des patients en veillant à ce que la documentation requise soit complète, exacte et soumise en temps opportun.
Naviguer et résoudre des problématiques complexes liées à l’accès des patients, y compris la vérification de la couverture, la documentation de remboursement et la coordination des suivis.
Communiquer de façon claire et professionnelle avec les patients et les professionnels de la santé afin d’expliquer les processus des programmes, les échéanciers et les prochaines étapes.
Assurer le suivi et la tenue de dossiers patients et de notes de cas exacts dans les systèmes internes afin de répondre aux exigences d’audit, de conformité et de production de rapports.
Collaborer de façon transversale avec les équipes internes (opérations pharmaceutiques, équipes de programmes, partenaires en remboursement) afin d’assurer un parcours patient fluide.
Identifier et escalader de façon appropriée les dossiers complexes ou sensibles en faisant preuve de jugement, conformément aux politiques et procédures établies.
Offrir un soutien informel, du partage de connaissances ou de l’accompagnement aux membres de l’équipe afin de contribuer à l’efficacité collective et à l’amélioration continue.
Offrir de façon constante une expérience centrée sur le patient, tout en respectant la confidentialité et les exigences réglementaires.

Exigences de base:

Minimum de 5 ans d’expérience pertinente en service à la clientèle en santé, soutien aux patients, services aux patients ou coordination de programmes médicaux, ou une combinaison équivalente de formation et d’expérience pertinente.
Expérience démontrée en soutien aux patients ou à la clientèle dans un environnement de soins de santé réglementé.
Solide maîtrise des systèmes et outils technologiques d’affaires (ex. : systèmes de gestion de cas, outils CRM, MS Office).
Capacité éprouvée à gérer plusieurs priorités, à résoudre des problématiques complexes et à travailler de façon autonome avec une supervision minimale.

Compétences et expérience souhaitées:

Expérience au sein de programmes de soutien aux patients (PSP), de services de pharmacie spécialisée ou d’organisations de services de santé.
Connaissance des processus de remboursement, de vérification des avantages sociaux ou de coordination avec les assureurs.
Expérience dans le soutien de programmes pharmaceutiques, de dispositifs médicaux ou de médicaments spécialisés.
Excellentes habiletés de communication, avec la capacité d’expliquer des informations complexes de façon claire et empathique.
Expérience en mentorat ou en soutien de membres d’équipe juniors dans un rôle non officiel de leadership.
Bilinguisme (français/anglais) fortement souhaité, sans être obligatoire.

Exigences physiques:

Les heures de programme sont de 8 h à 20 h (HE).
Les heures de travail sont de 9 h à 17 h (HE), du lundi au vendredi (sous réserve de modifications).

____________________________________

About the Role:

At McKesson, we’re united by a shared mission: improving lives by advancing healthcare. As a Senior Patient Support Specialist, you will play a critical role in delivering a high-quality patient experience by supporting patients, healthcare providers, and internal partners throughout the patient support journey.

This is a senior individual contributor role within our Patient Support Programs (PSP). You will act as a trusted point of contact for patients and healthcare provider offices, supporting patient onboarding, benefit navigation, issue resolution, and ongoing program coordination. Operating with minimal supervision, you will apply sound judgment, problem-solving skills, and deep program knowledge to resolve complex patient and access-related issues.

This role is well-suited for someone with strong healthcare customer support experience who enjoys working in a fast‑paced, patient‑focused environment.

What You’ll Do:

Serve as a primary point of contact for patients, caregivers, and healthcare provider offices within assigned patient support programs.
Support patient enrolment and onboarding, ensuring required documentation is complete, accurate, and submitted in a timely manner.
Navigate and resolve complex patient access issues, including coverage verification, reimbursement documentation, and follow‑up coordination.
Communicate clearly and professionally with patients and healthcare providers to explain program processes, timelines, and next steps.
Track and maintain accurate patient records and case notes within internal systems to support audit, compliance, and reporting needs.
Collaborate cross‑functionally with internal teams (pharmacy operations, program teams, reimbursement partners) to support smooth patient journeys.
Identify and escalate complex or sensitive cases appropriately, using sound judgment within established policies and procedures.
Offer informal guidance or knowledge‑sharing to peers, contributing to team effectiveness and continuous improvement.
Consistently deliver a patient‑centred experience while maintaining confidentiality and regulatory compliance.

Basic Requirements:

5+ years of related experience in healthcare customer service, patient support, patient services, or medical program coordination OR an equivalent combination of education and relevant experience.
Demonstrated experience supporting patients or customers in a regulated healthcare environment.
Strong proficiency with business systems and technology (e.g., case management systems, CRM tools, MS Office).
Proven ability to manage multiple priorities, resolve complex issues, and work independently with minimal supervision.

Preferred Skills/Experience:

Experience working within Patient Support Programs (PSP), specialty pharmacy support, or healthcare services organizations.
Familiarity with reimbursement processes, benefit verification, or payer coordination.
Experience supporting pharmaceutical, medical device, or specialty medication programs.
Strong communication skills with the ability to explain complex information clearly and empathetically.
Experience mentoring or supporting junior team members in a non‑formal leadership capacity.
Bilingual (English/French) strongly preferred but not required.

Physical Requirements:

Program hours are 8am to 8pm EST.
Job hours are: 9-5PM EST, Monday to Friday (subject to change).

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$56,400 - $94,000

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted.

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