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?
Senior Patient Care Specialist
Location: Missisauga ON
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!
At Shoppers Specialty Health Network, 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.
The Senior Patient Care Specialist (PCS) is the single point of contact for patients enrolled in a patient support program. This colleague is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.
Nature and Scope
The Senior Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Case Manager/Field Case Manager for a designated territory. While the Senior Patient Care Specialist is the main point of contact for the patient, the Field Case Manager/Case Manager is the Single point of contact for the group of physician clinics/offices within that territory. The Senior Patient Care Specialist(s) will liaise with the Case Manager as required, escalating patient concerns and clinical issues. The superior end to end support provided by this team will enhance the patient and physician experience of the Support Program and drive positive patient outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role.
What you will do:
Single point of contact for patients enrolled in the support program
Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as required
Informs the patient about all program offerings – case management support, reimbursement support, self-injection training, prescription coordination and ongoing compliance
Understands the molecule(s) in full detail
Maintains an expert level of knowledge of reimbursement mechanisms in the public and private arenas
Acts as a patient advocate, exploring all options for funding of medications, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process
Administers financial means tests and manages all aspects of financial assistance within the program as applicable
Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy; including self-injection training
Works collaboratively with the Field Case Manager/Case Manager to address patients concerns or needs and escalations interrupting the patient journey.
Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)
Work closely with patients, insurers, Provincial Government and HCPs (dependent on program) to facilitate drug coverage for cases where traditional reimbursement navigation has failed
Write appeals and review past failed appeals and revisit higher level strategies to win appeals
Monitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlog
Identify training needs of the PCS team and provide or seek training as required for the team on a regular basis
Liaise with the Field Case Management/Case Management teams to escalate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes
Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures.
What you will need:
College Diploma or University degree is required
2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working with directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists)
Experience with public (provincial and federal) and private third party drug reimbursement plans
2-3 years’ experience in a Customer Service or Call Centre setting
Strong Computer skills in a Windows environment using MS Office and experience using a customer relationship database is an asset
Bilingualism (French & English) preferred
Demonstrated ability to work successfully within a fast paced, team based environment
Excellent communication skills, written and verbal, to interact effectively with patients and clients
Demonstrated ability to analyze and interpret information, data, and regulations.
Demonstrated ability to pay attention to details and make decisions using sound judgement.
Flexible to work longer hours, overtime as required
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.