Senior Field Case Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Field Case Manager based in Canada.

As a Senior Field Case Manager, you will play a key role in strengthening patient support services and ensuring high-quality, consistent program delivery across your region. You will serve as a trusted resource for Field Case Managers, providing mentorship, coaching, clinical guidance, and operational support. Working within a remote patient support program environment, you will help navigate complex reimbursement pathways, specialty pharmacy processes, and patient access challenges. You will also contribute to onboarding, training, quality assurance, and continuous improvement initiatives that enhance team effectiveness and patient outcomes. Alongside your mentoring responsibilities, you will maintain a small patient caseload to stay connected to day-to-day clinical and operational realities. This senior individual contributor role offers the opportunity to influence best practices, strengthen collaboration, and improve the patient and healthcare professional experience without formal people-management responsibilities.

Accountabilities

• Mentorship and team support: Act as the first point of contact for Field Case Managers seeking guidance on patient cases, program procedures, reimbursement processes, and operational challenges. Provide peer coaching and practical advice while reinforcing established standards and best practices.

• Complex case management: Support colleagues in navigating challenging patient access situations, drug reimbursement pathways, specialty pharmacy workflows, clinic coordination, scheduling, and other program-related issues. Escalate clinical, operational, or patient safety concerns through the appropriate channels.

• Training and onboarding: Support the onboarding and integration of new Field Case Managers through structured training, shadowing, coaching, and practical field guidance. Reinforce knowledge of patient support program processes, patient interaction standards, CRM documentation, and reimbursement procedures.

• Training resource development: Contribute to the creation, review, and improvement of training materials, standard operating procedures (SOPs), work instructions, and field resources. Identify opportunities to strengthen training based on recurring questions, audit findings, and evolving program requirements.

• Operational and quality support: Assist Team Leads and Clinical Managers with daily operational priorities, file audits, productivity reviews, quality assurance activities, KPI monitoring, data cleanup, and process improvement initiatives.

• Process improvement and implementation: Identify recurring operational issues, knowledge gaps, process discrepancies, and emerging risks. Communicate findings to program leadership with practical recommendations and help implement updated procedures, tools, and workflows.

• Patient and case management: Maintain a small assigned patient caseload to remain current with clinical requirements, reimbursement pathways, program procedures, and patient experience. Deliver patient support in accordance with established clinical standards, privacy requirements, and program expectations.

• Documentation and compliance: Maintain accurate, complete, and timely documentation within CRM platforms and other required systems. Support adherence to program policies, confidentiality requirements, quality standards, and applicable procedures.

• Stakeholder engagement: Build and maintain professional relationships with patients, physicians, nurses, pharmacists, specialty pharmacies, clinics, and other healthcare professionals. Help resolve patient and healthcare professional concerns and escalate complaints appropriately.

• Regional coordination and coverage: Collaborate with Team Leads, Clinical Managers, Program Managers, and cross-functional stakeholders on regional priorities, program updates, training activities, and planned or unplanned team coverage requirements.

• Peer leadership and escalation: Serve as a senior individual contributor who promotes consistent practices and effective collaboration. Escalate matters requiring formal management intervention, performance management, employee relations support, or decisions beyond the role's authority to the appropriate leadership level.

Requirements

• Education and clinical background: Nursing qualification as a Registered Nurse (RN), Registered Practical Nurse (RPN), Licensed Practical Nurse (LPN), or an equivalent relevant healthcare discipline.

• Professional experience: At least three years of experience as a Field Case Manager or in an equivalent patient support program role, with demonstrated knowledge of patient services and program operations.

• Mentorship and coaching: Previous experience providing peer mentorship, training, coaching, or senior-level operational support to colleagues.…