Bilingual (French/English) Patient Care Representative, Remote Call Centre

Shift details: Monday - Friday, operating hours are 7am - 9pm EST (shift times will fall within this time frame, must be flexible to work any shift time)

This is a full-time position requiring 40 hours per week. Team members must be available to work within the program’s established operating hours and may be assigned schedules based on business and patient-support needs.

Position Overview

The Patient Care Representative – Patient Access supports patients, healthcare providers, pharmacies, and insurance representatives in navigating medication access and reimbursement-related needs. This role serves as a primary point of contact for individuals seeking assistance with program enrollment, insurance coverage, reimbursement processes, copay or savings card issues, and other nonclinical patient-access concerns.

The Patient Care Representative is responsible for providing accurate information, completing timely follow-up, documenting all interactions, and helping remove administrative barriers that may delay a patient’s access to therapy.

The ideal candidate is compassionate, detail-oriented, comfortable working in a high-volume contact center, and capable of managing complex cases that may require coordination across patients, healthcare providers, local pharmacies, insurers, and internal program teams.

About the Patient Access Team

The Patient Access Team supports patients throughout their medication-access journey. Representatives provide nonclinical assistance related to program enrollment, insurance and benefit requirements, reimbursement processes, copay or savings card support, pharmacy coordination, and case follow-up.

Team members regularly collaborate with patients, healthcare providers, pharmacies, insurance companies, and internal support teams to identify access barriers, coordinate next steps, and promote timely resolution.

This role requires robust communication, critical thinking, organization, and documentation skills, as representatives may manage multiple cases and follow-up activities simultaneously.

Key Responsibilities

Patient and Stakeholder Support

● Professionally and empathetically respond to inbound calls, outbound calls, voicemails, emails, and other assigned communication channels.

● Support patiets, healthcare providers, pharmacies, and insurance representatives with nonclinical program and patient-access inquiries.

● Clearly explain program processes, available support services, documentation requirements, and anticipated next steps.

● Provide a consistent and patient-centered experience during every interaction.

Program Enrollment and Eligibility





● Assist patients and healthcare providers with program enrollment and eligibility-related requirements.

● Review submitted information for completeness and identify missing documentation or additional information needed to proceed.

● Conduct appropriate follow-up with patients, healthcare providers, pharmacies, or other stakeholders when required.

● Help ensure enrollment and eligibility activities are completed accurately and within established timelines.

Insurance and Reimbursement Support

● Assist with general insurance coverage and reimbursement-related inquiries.

● Contact insurance providers, pharmacies, healthcare provider offices, and other stakeholders to gather information needed to support case progression.

● Help identify coverage requirements, reimbursement barriers, and administrative steps that may affect access to therapy.

● Support benefit investigation, coverage verification, and related follow-up activities in accordance with approved program procedures.

● Provide status updates and clearly communicate outstanding requirements or next actions.

Copay and Savings Card Support

● Assist patients, pharmacies, and healthcare providers with copay or savings card enrollment, activation, eligibility, and utilization questions.

● Troubleshoot rejected or unsuccessful copay card transactions using approved workflows and available system information.

● Review claim information and coordinate with pharmacies or internal support teams to identify potential causes of processing issues.

● Explain appropriate next steps while remaining within approved program and nonclinical boundaries.

● Escalate unresolved or complex card-processing concerns to the appropriate internal team.

Case Management and Follow-Up

● Manage assigned cases, tasks, and follow-up activities through completion.

● Complete proactive outreach when information, documentation, or stakeholder action is required.

● Monitor open cases and ensure follow-up occurs within established service-level expectations.

● Maintain ownership of assigned work while coordinating with internal teams when additional support is needed.

● Appropriately escalate cases that are delayed, complex, time-sensitive, or outside the representative’s authority.

Problem Resolution





● Identify the underlying reason for each inquiry and determine the appropriate resolution pathway.

● Research available information, clarify incomplete details, and present accurate solutions or next steps.

● Use critical thinking to recognize access barriers and determine when further investigation or escalation is needed.

● Balance patient experience, program requirements, accuracy, and operational efficiency when resolving concerns.

Required Qualifications

● Bilingual French and English (fluent in both languages)

● At least three years of experience in customer service, patient support, healthcare operations, reimbursement services, insurance support, pharmacy services, or a related contact-center environment.

● Demonstrated ability to manage high-volume inbound and outbound communications.

● Strong written and verbal communication skills.

● Strong attention to detail and ability to document interactions accurately.

● Ability to research issues, interpret available information, and communicate clear next steps.

● Ability to manage multiple cases, tasks, and follow-up responsibilities simultaneously.

● Experience handling sensitive or confidential information.

● Ability to work independently while collaborating with a remote or cross-functional team.

● Proficiency with computer systems and the ability to navigate multiple applications during patient interactions.

Preferred Qualifications

● Experience supporting a patient support program, specialty pharmacy, hub services organization, manufacturer-sponsored program, healthcare call center, or reimbursement services team.

● Experience with insurance verification, benefit investigation, prior or special authorization processes, claims processing, copay cards, savings programs, or reimbursement support.

● Experience communicating with patients, healthcare provider offices, pharmacies, and insurance companies.

● Familiarity with customer relationship management or case management systems.

● Pharmacy Technician certification or relevant healthcare certification.

● Experience supporting Canadian healthcare, provincial coverage, private insurance, or patient assistance programs is considered an asset.

● French-English bilingual proficiency may be preferred or required for designated positions.

Our Offer:

● A highly rewarding position addressing real-world challenges for individuals relying on affordable medication access.

● 15 days paid vacation

● Healthcare benefits available

Job Type: Full-time

Pay: $26.00-$27.50 per hour

Benefits:

- Extended health care
- Paid time off

Work Location: Remote

📌 Bilingual (French/English) Patient Care Representative- Patient Access (Remote Call Centre role)
🏢 KellyConnect
📍 Canada