Job Description

Position Overview

The

Integrated Care Coordinator (ICC)

is a hybrid, single point of contact (SPOC) role dedicated to a specific site in a dedicated region. This position provides end-to-end navigation for patients from enrollment through reimbursement, treatment coordination, and ongoing adherence support. The ICC ensures a seamless patient and provider experience, while collaborating with PSPSync's central PSP operations team and reporting to the regional Clinical Manager for directives.

Key Responsibilities

Serve as the dedicated SPOC for assigned site's prescribers, patients, and staff. Manage the full patient journey, including: + Enrollment into the PSP
+ Reimbursement navigation
+ Coordination of treatment with pharmacies and clinics
+ Routine follow-ups and proactive adherence support
Provide patients with education on program services, FA options, and next steps in their journey. Conduct on-site (as needed) and virtual interactions to resolve issues quickly and effectively. Collaborate with the Clinical Manager for directives where appropriate. Maintain accurate, timely documentation in PSPSync's CRM. Identify and proactively address barriers to access, escalating complex cases as needed. Build and maintain strong relationships with prescribers, clinic staff, and external partners. Share feedback from the site to help improve program processes and service delivery.

Qualifications

Post-secondary education in healthcare, life sciences, social services, or a related field (degree or diploma) an asset. Minimum 3 years' experience in Case Management, Reimbursement Navigation, Patient Support Programs, or a related healthcare services role. Strong knowledge of Canadian reimbursement processes (public and private) and specialty pharmacy workflows. Demonstrated ability to manage complex patient cases with empathy and professionalism. Excellent communication and relationship-building skills with patients and healthcare professionals. Highly organized, adaptable, and comfortable working independently in an embedded, hybrid role. * Proficiency with CRM platforms and digital tools.