Case Manager / Case Worker - Innomar Strategies - Oakville, ON
(2025-09)
- Maintain Case Documentation: Log all patient interactions and file updates within the CRM platform with a high level of accuracy and strict adherence to data entry timelines.
- Coordinate Cross-Functional Services: Connect directly with physician networks, specialty pharmacies, insurance payers, and clinical teams to smoothly sync patient care operations.
- Act as a reimbursement specialist by leading public and private benefit coverage investigations and facilitating prior authorization paperwork to secure essential funding approvals.
- Manage End-to-End Case Tracking: Act as the point of contact for an assigned group of patients, guiding their program profiles seamlessly from initial intake through active medical therapy.
- Provide Compassionate Patient Care: Offer empathetic guidance and support to individuals navigating vulnerable and complicated phases of their medical care.
- Deliver Program & Therapy Education: Walk patients through what to expect from their prescribed medication plan, available patient support resources, and copay assistance programs.
- Drive Adherence & Treatment Access: Connect with patients regularly to confirm successful prescription deliveries, offer counseling on compliance, and problem-solve any hurdles delaying treatment.
- Drive continuous workflow improvements to elevate service delivery while routinely meeting and exceeding KPIs related to intake turnaround metrics, compliance standards, and service level agreements, effectively routing complex bottlenecks for senior escalation.
Scheduling Coordinator - Innomar Strategies - Oakville, ON
(2020-01 - 2025-09)
- Managed initial patient appointments and complex clinic schedules to ensure optimum efficiency and cross-functional workflow alignment.
- Actioned daily dashboard requests and communications within tight departmental KPIs to optimize service delivery and mitigate nursing staff challenges.
- Proactively identified workflow process defects and escalated operational bottlenecks to management to drive team productivity.
- Designed and executed periodic surveys to determine optimal nurse-to-patient ratios, leveraging drug knowledge to ensure safe nesting times for complex infusions.
- Trained and mentored new hires on diverse drug programs, proprietary scheduling software, and manufacturer databases.
- Coordinated homecare and clinic visits while handling pharmacovigilance and adverse event reporting for major global manufacturers including Novartis, Takeda, and Roche.
- Coordinated extensively with designated clinics and field nurses to optimize daily operations, manage coverage ratios, and ensure clinical workflow continuity.
- Liaised and synchronized scheduling functions with various Patient Support Programs (PSPs) across the broader Innomar network to streamline patient transitions.
- Represented the scheduling team on critical healthcare initiatives; worked on projects like new program launches ('AZ - Wainua Program Launch') and program transitions ('OnCare Program Transition project').
- Contributed to achieving the highest Operational Service Ratio (OSR) within assigned clinic portfolios through strategic asset planning and proactive wait-time reductions.
- Collaborated closely with Business Account Managers (BAMs) to deliver structured after-hours operational support, addressing emergent sick calls and coverage gaps under tight time constraints.
- Worked with the departmental Best Practice Council team to collaborate with peers, evaluate systemic workflows, and implement optimization strategies across clinical networks.
Clinic Coordinator - Closing The Gap Healthcare - Mississauga, ON
(2018-12 - 2020-01)
- Delivered client-focused customer service for 5 clinic locations across the GTA, efficiently resolving complex complaints and escalating inquiries appropriately.
- Managed the referral coordination process, accepting or declining incoming LHIN (Local Health Integration Network) referrals based on strict capacity evaluations.
- Maintained accurate nursing shift schedules within the central database to ensure seamless, error-free payroll processing.
- Streamlined the onboarding process by setting up digital admission files, uploading critical medical documentation, and confirming patient enrollment calls.
- Facilitated clear, ongoing communication between LHIN, hospitals, providers, and field nurses regarding updated patient treatment plans and medical histories.
Customer Service Associate - Walmart - Mississauga, ON
(2018-04 - 2018-09)
- Provided high-quality customer service by resolving inquiries and managed point-of-sale requests efficiently.
- Collaborated with team members to strategically plan daily duties based on freight flow, workload, and shifting operational demands.
Business Development Manager - Lux Flavours Pvt. Ltd - India
(2016-11 - 2018-02)
- Oversaw day-to-day business functions including sales forecasting, strategic planning, production, and corporate business development.
- Managed major B2B relationships with corporate accounts in the confectionery, liquor bottling, and distillery sectors, troubleshooting client complaints with swift resolution.
- Spearheaded regional brand presence by organizing quarterly stakeholder meetings and coordinating large-scale displays at FMCG exhibitions.
Center Manager - ATECH Academy & The Prime Institute - India
(2014-03 - 2017-11)
- Directed all operational, financial, marketing, and academic counseling functions across educational institutes.
- Managed a multidisciplinary team of up to 20 teaching and non-teaching staff members, establishing a positive relationship-driven culture.
- Researched emerging employment trends to design curriculum updates, deliver personality development lectures, and actively assist students with job placement.
Assistant Professor - Ram Devi Jindal Group of Colleges - India
(2009-07 - 2012-06)
- Delivered academic lectures on Electronics and Communication Engineering core subjects.
- Served as an institutional representative and admissions counselor at high-profile education fests across India.
