Nephrology Senior Patient Support Liaison – Preferred candidate identified

Type: Permanent position
Location: National scope
Department: Customer Support Programs
Reports To: National Manager, Nephrology Nurse Educators (NNEs) & Patient Support Liaisons (PSLs)

Summary of Purpose:

The Senior Nephrology PSL is an integral part of the Customer Support Program (CSP) team, responsible for the coordination and delivery of services related to the patient support programs offered by Otsuka Canada.  The role involves supporting patients, nurses, physicians and other members of the Health Care team within an assigned geographical area.  Moreover, the Senior Nephrology PSL will interact with other patient support individuals involved in the delivery of services (both internal and third party) as well as support the National Manager Nephrology NNEs and PSLs in the identification, development and implementation of innovative processes and procedures to improve the efficiency and customer experience of end users.  The Senior Nephrology PSL will take on a leadership role in the training and support of PSLs.  The Senior Nephrology PSL will interact using web-based (virtual), telephony and in-person means of communication.

The goal of the Senior Nephrology PSL is to partner with the Health Care team to deliver an unparalleled customer experience with the most personalized and patient-centered care possible to ensure the best patient outcomes.



  • Liaise with physicians’ offices, service providers and other parties to provide comprehensive and coordinated service to patients, nurses, physicians, pharmacists and other allied HCPs;
  • Perform HCP and patient enrolment activities according to program protocols and applicable departmental procedures;
  • When required, and as much as possible, provide the program services in-person at the customers’ clinic location or through virtual consultations;
  • Provide patients with disease, product, and program information throughout the patient journey while patient is on Otsuka medication;
  • Follow the program protocols to ensure that the most appropriate next steps are scheduled to ensure continuity of service delivery to HCPs and patients;
  • Process data entry activities of pertinent information received at different points of contact during the delivery of program services;
  • Provide answers to general inquiries on program services, disease state or product related questions, based on information available as part of the program materials;
  • Assess patient reimbursement status, help determine eligibility, and introduce the available patient reimbursement solutions for the relevant prescribed Otsuka medications;
  • Coordinate patient reimbursement information, support the completion of special authorization forms and transfer information to reimbursement specialist for investigations with private or public reimbursement payers;
  • Report Safety Information, Product Quality Complaint, Medical Device Incident Reports, and Customer Feedback as per training on current procedures;
  • Ensure safeguards and compliance requirements are met for the protection of patient data;
  • Provide feedback regarding current protocols, databases, processes and inter-departmental relationships, including possible solutions to streamline procedures;
  • Conduct periodic training to PSLs when new processes or procedures are introduced and when refreshers are needed;
  • Take a leadership role with the PSLs in identifying and implementing solutions to customer challenges;
  • Support the National Manager NNEs and PSLs in the following areas:
    • Development and delivery of monthly team touchpoints and annual team meeting
    • Offer input on PSL performance
    • Be part of the PSL role development & training plans
    • Aid in the process of conducting needs assessments for PSLs and programs
    • Assist head office personnel in the development of new tools and programs
  • Lead assigned CSP projects to fruition;
  • Attend and actively participate in annual All-Company Meeting and national/regional meetings, as required.


Qualifications and Key Competencies:

  • Excellent written and verbal communication skills in English (French is also required in territory that contains Quebec and New Brunswick);
  • Registered Nurse (RN) in good standing with the College of Nurses Bachelor’s degree required, advanced degree considered an asset;
  • Experience with pharmaceutical industry in the area of patient/customer service combined with practical management experience is a requirement (5+ years);
  • Experience in nephrology is an asset;
  • Must be able to travel within assigned territory by car and sometimes by plane/train if required;
  • Strong customer service, communication, and problem-solving skills required;
  • Demonstrate professionalism and integrity, have a strong understanding of ethical rules and boundaries between roles of HCPs and pharmaceutical employees and ensure respect of confidentiality;
  • Knowledge and understanding of the Canadian drug reimbursement environment is an asset;
  • Proficient in digitally platforms (laptop, tablet, smart phone, email, databases, PowerPoint, Excel, Word) and open to newer evolving technology;
  • Ability to work independently with great autonomy;
  • Possesses leadership skills;
  • Ability to lead without authority
  • Strong team player with the ability to work in a highly collaborative environment;
  • Organized with a high attention to detail;
  • Ability to work evenings or weekends as needed;
  • Ability to have a home-office and access to high speed internet service is a must;
  • Must live within assigned territory;
  • Must have and maintain a valid driver’s license.


Direct Supervision of Others: None

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