Role overview

Qualifications

High school diploma or equivalent, or an equivalent combination of education and experience.
3+ years of related experience in an administrative, healthcare support, patient services, call centre, or customer service role.
Fluency in English and French (verbal and written).
Strong data entry, documentation, and administrative skills.

Responsibilities

Serve as a bilingual point of contact for patients, insurers, and physician offices regarding patient support documentation.
Enter and maintain accurate case notes, documentation, and outcomes in patient databases.
Escalate complex cases or issues outside program scope in accordance with established processes.
Support patient follow-ups on behalf of physician offices to promote continuity of therapy.

Key facts

Remote from: Canada
Full time
Mid-level (2-5 years)
Client Service Specialist (Customer Care)
English, French

Hard skills

Transitional Bilingual Education Data Entry Call Center Experience Drug Protocols Healthcare Industry Knowledge Customer Interaction Management

Other skills

Microsoft Office
Detail Oriented
Problem Solving
Collaboration
Time Management

About the company

McKesson

Pharmaceutical Wholesale & Distribution

Welcome to the official LinkedIn page for McKesson Corporation. We're an impact-driven healthcare organization dedicated to “Advancing Health Outcomes For All.” As a global healthcare company, we touch virtually every aspect of health. We work with biopharma companies, care providers, pharmacies, manufacturers, governments, and others to deliver insights, products and services that make quality care more accessible and affordable. To learn more about how #TeamMckesson helps improve care in every setting, visit: https://bit.ly/3xadvB0

Company details

Company typeXLarge

IndustryPharmaceutical Wholesale & Distribution

Company size10001

Links

Website LinkedIn See all jobs

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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.

About the Role

The Bilingual Patient Services Specialist plays a key role in supporting patients, and healthcare providers by coordinating administrative activities for Patient Support Programs. In this role, you will work directly with patients, physician offices, private insurers, and provincial drug plans to help facilitate access to prescribed therapies.

Your focus will be on ensuring complete and accurate documentation and delivering a positive, professional patient experience. This position is well suited for candidates who enjoy patient‑facing administrative work, problem‑solving, and collaborating with multiple healthcare stakeholders in both English and French.

This is a full‑time, fully remote role, with shifts scheduled within program operating hours of 8:00 a.m. – 8:00 p.m. EST.

What You’ll Do:

Serve as a bilingual point of contact for patients, insurers, and physician offices regarding patient support documentation.
Enter and maintain accurate case notes, documentation, and outcomes in patient databases.
Escalate complex cases or issues outside program scope in accordance with established processes.
Support patient follow‑ups on behalf of physician offices to promote continuity of therapy.
Answer inbound calls, make outbound calls, and manage email and fax correspondence.
Accurately document and report Adverse Events in accordance with program and regulatory requirements.
Meet defined service levels, quality standards, and key performance indicators.
Participate in continuous improvement activities related to processes, quality, and training.

Basic Requirements:

High school diploma or equivalent, or an equivalent combination of education and experience.
3+ years of related experience in an administrative, healthcare support, patient services, call centre, or customer service role.
Fluency in English and French (verbal and written).
Experience interacting directly with customers, patients, or clients.
Strong data entry, documentation, and administrative skills.
Ability to follow defined procedures, manage multiple priorities, and meet deadlines.

Preferred Skills / Experience:

Experience in Patient Support Programs (PSP) support, or specialty pharmacy.
Familiarity with private and provincial drug plans in Canada.
Previous healthcare, insurance, or pharmaceutical industry experience.
Experience working in a remote or virtual call‑based environment.
Proficiency with Microsoft Office (Word, Excel) and case management systems.
Strong attention to detail and comfort working in emotionally sensitive situations.

Work Location, Travel & Physical Requirements:

Fully remote – candidates may work from anywhere in Canada.
Must be legally eligible to work in Canada.
No travel required.
Role involves extended periods of computer use, phone‑based communication, and data entry.

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À propos du rôle

Le ou la Spécialiste bilingue des services aux patients joue un rôle clé dans le soutien aux patients et aux professionnels de la santé en coordonnant les activités administratives liées aux programmes de soutien aux patients. Dans ce rôle, vous travaillerez directement avec les patients, les cabinets médicaux, les assureurs privés et les régimes provinciaux d’assurance-médicaments afin de faciliter l’accès aux thérapies prescrites.

Votre priorité sera d’assurer une documentation complète et exacte, tout en offrant une expérience patient positive et professionnelle. Ce poste convient particulièrement aux personnes qui aiment le travail administratif en contact direct avec les patients, la résolution de problèmes et la collaboration avec plusieurs intervenants du milieu de la santé, en anglais et en français.

Il s’agit d’un poste à temps plein entièrement en télétravail, avec des quarts de travail planifiés entre 8 h et 20 h (HE), selon les heures d’exploitation du programme.

Ce que vous ferez :

Agir comme point de contact bilingue pour les patients, les assureurs et les cabinets médicaux concernant la documentation liée aux programmes de soutien aux patients.
Saisir et maintenir des notes de dossier, de la documentation et des résultats exacts dans les bases de données des patients.
Escalader les cas complexes ou les enjeux hors du cadre du programme conformément aux processus établis.
Assurer les suivis auprès des patients au nom des cabinets médicaux afin de favoriser la continuité du traitement.
Répondre aux appels entrants, effectuer des appels sortants et gérer la correspondance par courriel et par télécopieur.
Documenter et déclarer avec précision les événements indésirables conformément aux exigences du programme et de la réglementation.
Atteindre les niveaux de service définis, les standards de qualité et les indicateurs de performance clés.
Participer aux activités d’amélioration continue liées aux processus, à la qualité et à la formation.

Exigences de base :

Diplôme d’études secondaires ou équivalent, ou combinaison équivalente de formation et d’expérience.
Plus de 3 ans d’expérience pertinente dans un rôle administratif, de soutien en santé, de services aux patients, en centre d’appels ou en service à la clientèle.
Maîtrise du français et de l’anglais (oral et écrit).
Expérience de travail direct avec des clients, patients ou usagers.
Excellentes compétences en saisie de données, en documentation et en administration.
Capacité à suivre des procédures définies, à gérer plusieurs priorités et à respecter des délais.

Compétences / expérience souhaitées :

Expérience dans les programmes de soutien aux patients (PSP) ou en pharmacie spécialisée.

Connaissance des régimes privés et provinciaux d’assurance-médicaments au Canada.
Expérience préalable dans le secteur de la santé, des assurances ou de l’industrie pharmaceutique.
Expérience en télétravail ou dans un environnement de centre d’appels virtuel.
Maîtrise de Microsoft Office (Word, Excel) et des systèmes de gestion de cas.
Grande attention aux détails et aisance dans des situations émotionnellement sensibles.

Lieu de travail, déplacements et exigences physiques :

Poste entièrement en télétravail – les candidats peuvent travailler de n’importe où au Canada.
Doit être légalement admissible à travailler au Canada.
Aucun déplacement requis.
Le rôle implique des périodes prolongées d’utilisation de l’ordinateur, de communication téléphonique et de saisie de données.

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 - $75,200

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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