1685 Tech Ave, Mississauga, Ontario, L4W 0A7
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Supervisor, Patient Refill
Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks!
Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless!
Reporting to the Manager, Pharmacy Support, the Supervisor, Patient Refill is responsible for working together with the Health Service Coordinators to ensure timely scheduling of medication deliveries with patients receiving medications at the SDMSHN specialty pharmacies nationally and to seamlessly coordinate these referrals to the specialty pharmacies in a timely fashion. This individual will lead a team to help patients stay on track of their specialty medication therapy through refill reminder calls to support medication adherence. The Supervisor, Patient Refill will ensure customer satisfaction for both patients and specialty pharmacies with respect to the scheduling/coordination of these medication deliveries for these stores.
The Supervisor, Patient Refill will ensure phone calls, refills and faxes are managed effectively on a day-to-day basis and will be a resource for call escalations to provide superior customer service with specialty pharmacy services related knowledge. The Supervisor, Patient Refill will mentor and coach staff as well as provide feedback on performance. This role requires the ability to work effectively with short lead times, changing patient demands and ability to problem solve quickly to provide the best patient and customer experience.
What you will do
Responsible for day-to-day supervision of Health Service Coordinators tasks
Handle day-to-day escalation calls, determine the level of urgency and the root cause of the problem. Where necessary follow up/transfer issues to specific departments (including pharmacist escalations for non-compliance or clinical issues) for resolution.
Assist with the Health Service Coordinator queues when workload requires; ability to delegate responsibility where required
Assist with pharmacy related service activities with the SHN pharmacy team where required
Demonstrate expertise with handling patient and pharmacy phone calls
Ability to communicate clearly and effectively with the Pharmacy Managers and Associates of the SHN pharmacies with day-to-day escalations
Maintain privacy and confidentiality of patient files; responsible for reporting and tracking incidents, analyzing trends and initiating corrective and preventative actions
Facilitate routine update/training sessions, develop and update resource guides, hire and onboard staff
Required to maintain up to date knowledge of SHN Patient Support Programs and initiatives by working closely with other departments to ensure flow of communication within the Health Service Coordinators
Attend cross functional meetings to support SDMSHN program launches and special projects
Accountable for the performance management and evaluation of Health Service Coordinators, ensuring performance management via APDR process and monthly productivity reports are completed in a timely manner
Develop and maintain proficiency in the relevant computer systems to optimize productivity and efficiency
Ensure Required Operating Procedures (ROPs) and Standard Operating Procedures (SOPs) requirements are incorporated into daily procedures and correctly followed by staff in the execution of all duties
Report and ensure all Adverse Events (AE) and Product Technical Complaints (PTC) are reported immediately or as soon as possible upon becoming aware of the event as per current policies and procedures
Responsible for Health Service Coordinator scheduling, payroll and time off requests
Assist the Manager, Pharmacy Support in the performance of his/her responsibilities and assume additional duties as directed
Motivate team on engagement, Blue Culture and Core Values
What you will need
Minimum 2 years previous Customer Service Representative experience (including handling escalations) in a health care related field or equivalent demonstrated experience
Minimum 3 years of previous supervisory experience
Equivalent working experience in healthcare or customer service capacity
Minimum of College diploma or University undergraduate degree
A team player and desire to provide excellent customer service
Strong computers skills especially in MS Office Applications
Must work well under pressure with tight deadlines, changing priorities and projects involving cross-functional collaboration with other departments
Excellent relationship building skills to handle difficult patient and customer demands
Strong interpersonal skills and leadership qualities
Excellent verbal and written communication skills
Ability to multi-task
Flexible and adaptable to changes of responsibility reflective of the business needs
Overtime and after-hours work may be required occasionally
Bilingualism (French & English) is an asset
Why work at Shoppers Drug Mart?
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed:
At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Type of Role:
Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.