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Patient Care Coordinator (PCC) – Patient Support Programs

About PSPSync:
PSPSync Limited is a dynamic and growing provider of Patient Support Program (PSP) services, specializing in innovative, technology-enabled solutions that simplify access to therapies for patients across Canada. We are committed to delivering seamless, patient-centric support that drives outcomes for patients, healthcare providers, and our pharmaceutical partners.

Role Summary
The PCC is responsible for delivering end-to-end patient support within PSPSync patient support programs, ensuring a seamless experience from enrollment through reimbursement, treatment coordination, and adherence support. Working collaboratively with the central PSP team and under the direction of the Clinical Manager, the PCC provides high-quality, patient-centered support while maintaining operational efficiency, accuracy, and strong relationships with healthcare providers and partners.

Responsibilities

• Patient Journey Management
  • Manage the full patient lifecycle, including enrollment, reimbursement navigation, treatment coordination, and adherence support.
  • Conduct routine follow-ups and proactively support patient adherence and persistence.
  • Educate patients on program services, financial assistance options, and next steps in their treatment journey.
• Reimbursement & Access Support
  • Navigate public and private reimbursement pathways to support timely patient access to therapy.
  • Identify and address barriers to access, escalating complex or high-risk cases as appropriate.
  • Coordinate with pharmacies, clinics, and payers to facilitate approvals and treatment initiation.
• Clinical & Operational Coordination
  • Collaborate with Clinical Managers for guidance on complex cases and clinical considerations.
  • Coordinate treatment logistics with healthcare providers, clinics, and specialty pharmacies.
  • Support continuity of care across regions, including managing caseloads dynamically based on volume and program needs.
• Documentation & Compliance
  • Maintain accurate, complete, and timely documentation in PSPSync’s CRM system.
  • Ensure all activities comply with program SOPs, privacy regulations, and quality standards.
• Stakeholder Engagement
  • Build and maintain strong relationships with prescribers, clinic staff, and external partners.
  • Communicate effectively with patients and healthcare providers to ensure clarity and alignment.
  • Provide feedback from the field to support continuous improvement of program processes and service delivery.
• Continuous Improvement
  • Identify trends, challenges, and opportunities to enhance patient experience and program efficiency.
  • Participate in team discussions, training, and process improvement initiatives.

Key Competencies

• Patient-Centric Care – delivers empathetic, high-quality support tailored to individual patient needs.
• Reimbursement Expertise – strong understanding of Canadian public and private access pathways.
• Communication & Relationship Management – builds trust with patients, providers, and partners.
• Organization & Time Management – manages dynamic caseloads and competing priorities effectively.
• Problem-Solving & Critical Thinking – identifies barriers and implements solutions proactively.
• Adaptability – works flexibly across regions and changing program demands.
• Technical Proficiency – skilled in CRM systems and digital tools.
• Compliance & Accuracy – maintains high standards for documentation and regulatory adherence.

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