JOB SUMMARY 
The Case Manager (CM) is expert point of contact offering case management support services to 
patients and physicians. The CM will assist the patients, physicians, and nurses with the completion 
of all program-specific paperwork. The CM will act as a resource to physicians who are prescribing 
medications and patients who need on-going support. They are instrumental in removing any 
reimbursement access barriers to treatment for patients, thereby ensuring that they can start on 
therapy as quickly as possible. They thrive in an environment that emphasizes teamwork and 
accountability, possesses a deep willingness to serve customers, and drives positive customer 
experiences in a fast‐paced work environment while showing flexibility to adapt to competing 
demands across the portfolio as required.

DUTIES AND RESPONSIBILITIES
• Ensure patient has been enrolled in the patient support program (PSP). Set the tone for a 
warm welcome into the program.
• Provide direct telephone assistance to patients requiring reimbursement support.
• Provide patients and physicians with direct toll-free number
• Develop strong relationships with patients, caregivers, and their healthcare team by infusing 
confidence, trust, security, and relief.
• Facilitate a patient’s access to a particular medication by offering reimbursement navigation
services.
• Investigate reimbursement options available to the patient and maximize the patient’s 
coverage via private and public payers, while minimizing the financial assistance offered 
through the PSP and/or out-of-pocket expenses for the patient.
• Represent the patient with private or public insurers to optimize drug coverage and assist 
with the completion of Special Authorization (SA) and/or Prior Authorization (PA) forms, 
when applicable.
• Coordinate with pharmacy drug coverage and dispensing. Troubleshoot any filling/billing 
issues as required
• Liaise with PSP team to ensure optimal patient support and communication, if applicable
• Maintain ongoing and transparent communication with the patient’s healthcare team.
• Diligent record-keeping to ensure continuous care and exceptional customer and patient
experience.
• Uncover and proactively identify gaps and opportunities for improvement in patient
experience.
• Through patient-oriented solutions, manage challenging patient situations with empathy 
and patience.
• Work with the site representatives to support specific customer needs.
• Act as a central resource liaison for program stakeholders, which include physicians, nurses, 
patients, and clinics.
• Provide updates to internal and external stakeholders as requested and required.
• Perform data entry, answer inbound calls, make outbound calls, manage e-mail and fax 
software, and perform general administrative functions including faxing and filing.
• Must be able to identify and report Adverse Events to Health Canada and enter into source 
system and third-party systems, as applicable
• Report and document adverse events as per pharmacovigilance requirements.
• Participate in ongoing internal and/or external continuing education activities.
• Adhere to Bayshore Policies and Procedures.
• Participate in quality activities and continuous improvement initiatives in keeping with the 
company’s Quality Management System as well as specific performance indicators for the
project.
• Participate in proactive Health & Safety activities while performing all duties. Is responsible 
to notify immediate supervisor of any Health & Safety risks or concerns.
• Maintains confidentiality of pharmaceutical partner(s) and corporate information and 
discusses same only with appropriate Bayshore personnel.
• Complete other tasks as requested.