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Bilingual Care Navigator - Ontario (Remote)

February 26, 2026

Position Type: Full-Time Department: Patient Programs Work Location: Ontario, Canada Work Arrangement: Remote Work Hours: Monday to Friday -Standard Business Hours, Flexibility Between 8:00am - 8:00pm (EST) Travel Required: No A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services. Come and join our team! But first, let us tell you why we love working here: <ul><li>We are 100% Canadian with locations across the country</li><li>State-of-the-art facilities to provide high-quality products and services</li><li>The opportunity to be a part of a winning, high-performing team</li><li>Collaborative, engaging workplace culture – we are passionate about our people!</li><li>Flexible working environment that promotes a healthy work-life balance</li><li>Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued</li><li>High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year </li></ul>The Opportunity: The Bilingual Care Navigator is responsible for managing all the aspects of the enrollment, reimbursement process, and service coordination for patients enrolled into the Patient Support Program (PSP). The Bilingual Care Navigator will assist physicians/clinics and patients with drug coverage, oversee submissions to private and provincial drug plans, ensure timely access to prescribed therapies, and provide continuous patient support using strong communication and available resources. A Day in the Life (What you will do here): <ul><li>Act as the primary point of contact for all patient related elements of the PSP.</li><li>Responsible for the timely enrollment of the patient into the Patient Support Program.</li><li>Telephone support (including maintenance calls and adherence support both inbound and outbound as needed).</li><li>Collaborate with the patient, insurer, and physician regarding the documentation necessary for maximal reimbursement coverage, including the investigation of all public and private insurers and supporting employer escalations as required.</li><li>Reviews the patient status and assists the prescribing physician to prepare documentation for public or private coverage by reviewing patient charts, assessing previous therapies and tests.</li><li>Provides therapy guidelines/education on the program to manage patient and physician expectations.</li><li>Collects information and conducts patient financial assessment eligibility based on program guidelines.</li><li>Liaise with physicians’ offices, pharmacies, infusion/injection services providers and other parties to provide comprehensive and coordinated service to patients and physicians and resolve issues as they arise.</li><li>Ensures patient services are coordinated and tracked in a timely manner resulting in quick and continued access to therapy.</li><li>Review, analyze and validate information provided by patients for accuracy and completeness to ensure initiation and continuation of services.</li><li>Maintain service levels in case management, including telephone answer rates, time to initiate contact with the patient, Adverse Events reported as per SOPs, and any other KPIs established as the Program level.</li><li>Maintains accurate and timely patient/clinic information within the Customer Relationship Management (CRM) system.</li><li>Fosters and promotes a spirit of teamwork while working with internal patient support teams.</li><li>Identifies obstacles to obtaining coverage and channels this information to the PSP Supervisor.</li><li>Follow‐up/advocate until a decision is received, ideally securing coverage for the patient.</li><li>Maintains confidentiality of patient, client and corporate information and discusses same only with appropriate personnel.</li><li>Additional duties as requested by the Manager. </li></ul>What you need to ensure you are set up for success: <ul><li>Post secondary education with experience in healthcare is an asset</li><li>Bilingualism (English and French) is required.</li><li>Bilingualism required in the province of Quebec. </li><li>Experience with reimbursement billing, special access, the appeals process, and providing support and consultation is an asset</li><li>Knowledge of private and public reimbursement structure, systems, and the process is an asset</li><li>Must be able to work from home and have a quiet, private home office space</li><li>Excellent verbal and written communication skills</li><li>Strong analytical skills including interpretation of regulation and legislation</li><li>Advanced knowledge of the pharmaceutical distribution industry</li><li>Excellent customer service, problem-solving, and conflict resolution skills</li><li>Effective interpersonal skills </li></ul>What makes you a great fit for this team: <ul><li>Your commitment to providing a high level of service to your internal and external clients.</li><li>You are highly adaptable with a track record of success during times of growth and organizational change.</li><li>You have a proven track record of developing trust and influence at multiple levels.</li><li>You demonstrate an impactful and candid communication style.</li><li>You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders. </li></ul>Why join Sentrex? We value our employees! Our permanent full-time employees are provided with a: <ul><li>Competitive Salary and generous vacation entitlement</li><li>Wellness Program (5 paid days off for your well-being!)</li><li>Paid Sick Days</li><li>Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance</li><li>Employee & Family Assistance Program</li><li>RRSP Matching Program</li><li>The anticipated base salary hiring range for this role is $53K to $63K annually. The final base salary will be determined based on relevant experience, skills, and internal equity. </li></ul>Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture. We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you! Accommodations can be made available upon request for those candidates taking part in the selection process. Sentrex hiring managers may use artificial intelligence tools to assist them in the recruitment process.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...