Job Description

Lieu:

400 av Sainte-Croix, Saint-Laurent, Quebec, H4N 3L4
Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matiere de sante et de bien-etre au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidelisation des plus apprecies, nous prenons soin de nos clients et les soutenons grace a des nouvelles approches tous les jours.



Avec plus de 1 300 magasins detenus et exploites localement d'un ocean a l'autre, le reseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable. Nous sommes determines a batir une equipe talentueuse pronant la collaboration, la generosite et l'inclusion. Joignez-vous a notre equipe et contribuez a creer un avenir sain pour votre carriere et pour tous les Canadiens.

Pourquoi ce role est-il important?

Why work at Specialty Health Network?

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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.

Basic Function

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Reporting to the Program Manager, the Care Coordinator's primary objectives are to respond to inbound inquiries, triaging calls to the appropriate team members, indexing documents, supporting data integrity practices and working collaboratively with the program team and associated services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.


As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements.

Nature and Scope

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The Patient Care Coordinator are the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining to the patient support program, obtaining and documenting patient information, triaging calls to appropriate team members and ensuring data integrity to support the overall delivery of the Patient Support Program. 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.

Principal Accountabilities

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Responds to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files within SLA's Triages calls to appropriate team members Indexing patient documents received from but not limited to; clinics, MD offices, patients and insurance companies; and create files as needed Monitor files and reports for data integrity and action appropriately Collaborate effectively with Patient Support Program and with associated service team members to ensure seamless patient journey and experience Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met Understands the molecule(s) in full detail Act as a patient advocate, assist with determining coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process Results driven - must meet or exceed establish performance and quality metrics Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time) 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 Other responsibilities as required

Skills and Qualifications

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Bilingual (English and French; verbal and written) preferred. Minimum 2-year Call Center experience, Healthcare or Insurance Experience an asset. Post-secondary education an asset. A team player with the desire to provide superior customer care experiences. Experience with public (provincial and federal) and private third-party drug reimbursement plans Excellent communication skills, verbal and written. Strong computer skills in a Windows environment using MS Office (Excel, Word). Working experience with Salesforce is an asset. Flexible to work rotating shifts, Monday - Friday 8am - 8pm EST. Occasional overtime may be required.

Pourquoi travailler chez Shoppers Drug Mart?

En agissant a titre de consultant qui soutient les clients internes et les pharmaciens-proprietaires affilies, vous acquerrez une experience unique au secteur du commerce du detail tout en travaillant pour une marque nationale primee. Vous beneficierez du Programme d'achat des employes, d'une remuneration concurrentielle et de possibilites d'apprentissage en ligne par l'intermediaire de Academie.


Prenez en main votre emploi et trouvez d'autres facons de vous soucier de votre travail, de vos collegues, des clients et des membres de la collectivite.

Comment R

e

ussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture. Nous croyons que les gens formidables faconnent nos valeurs, sont authentiques, batissent la confiance et creent des liens.


Si cela vous ressemble et que vous etes ouvert d'esprit, que vous avez une bonne attitude face aux changements et que vous aimez les defis d'un environnement de travail aux details dynamiques, postulez aujourd'hui.

Type d'emploi

:

Temps plein

Type de Role:

Poste regulier
Shoppers Drug Mart/Pharmaprix considere que la diversite culturelle du Canada est une source de fierte nationale et un symbole de force. Nous nous sommes donne comme priorite de refleter la diversite croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d'entreprise. Des accommodements sont disponibles sur demande pour les postulants et collegues atteints d'un handicap.


En outre, nous croyons que la conformite aux lois consiste a faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.


Remarque : Si vous avez acces a Libre-service de l'employe (ESS) dans Workday, veuillez postuler a cet emploi en utilisant l'application Workday.


#FR


#REMOTE #QC