Senior Field Case Manager

As a Senior Field Case Manager, you will play a key role in strengthening patient support services and ensuring high-quality, consistent program delivery across your region. You will serve as a trusted resource for Field Case Managers, providing mentorship, coaching, clinical guidance, and operational support. Working within a remote patient support program environment, you will help navigate complex reimbursement pathways, specialty pharmacy processes, and patient access challenges. You will also contribute to onboarding, training, quality assurance, and continuous improvement initiatives that enhance team effectiveness and patient outcomes. Alongside your mentoring responsibilities, you will maintain a small patient caseload to stay connected to day-to-day clinical and operational realities. This senior individual contributor role offers the opportunity to influence best practices, strengthen collaboration, and improve the patient and healthcare professional experience without formal people-management responsibilities.

• Education and clinical background: Nursing qualification as a Registered Nurse (RN), Registered Practical Nurse (RPN), Licensed Practical Nurse (LPN), or an equivalent relevant healthcare discipline.

• Professional experience: At least three years of experience as a Field Case Manager or in an equivalent patient support program role, with demonstrated knowledge of patient services and program operations.

• Mentorship and coaching: Previous experience providing peer mentorship, training, coaching, or senior-level operational support to colleagues. Ability to guide team members while maintaining appropriate boundaries between peer support and formal people management.

• Patient support program expertise: Strong understanding of patient support program operations, including public and private drug coverage, reimbursement navigation, prior authorizations, specialty pharmacy workflows, and patient access pathways.

• Complex case management: Demonstrated ability to manage challenging patient cases, troubleshoot access and reimbursement issues, and provide practical guidance to colleagues.

• Clinical judgment and patient focus: Ability to recognize patient needs, identify clinical or safety concerns, maintain appropriate escalation pathways, and deliver professional, empathetic, patient-centered support.

• Communication and interpersonal skills: Excellent verbal and written communication, relationship-building, active listening, and conflict-resolution skills, with the ability to interact effectively with patients, healthcare professionals, and internal stakeholders.

• Analytical and problem-solving abilities: Capacity to identify recurring trends, operational gaps, quality concerns, and opportunities for improvement, translating observations into actionable recommendations.

• Organization and prioritization: Strong time management skills and the ability to balance patient caseload responsibilities with mentoring, training, auditing, and operational support activities.

• Digital proficiency: Experience using CRM systems, case management platforms, Microsoft Office applications, and digital collaboration tools, with the ability to maintain accurate and timely records.

• Adaptability and teamwork: Ability to work independently in a remote environment while collaborating effectively with Team Leads, Clinical Managers, Program Managers, and cross-functional teams. Comfortable adapting to evolving processes, technologies, and program requirements.

• Language skills: French-English bilingualism is considered an asset.

• Mobility requirements: A valid driver's license, access to a vehicle, and the ability to travel within the assigned region as required.