Job Description

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we\xe2\x80\x99re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we\xe2\x80\x99re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it\xe2\x80\x99s a great place to work. We\xe2\x80\x99re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Basic Function

The Patient Care Specialist (PCS) is an important point of contact for patients enrolled in our Preferred Pharmacy Network. The PCS is responsible for ensuring program service offerings are managed and delivered effectively with the highest quality customer service. 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 Patient Care Specialist works with the nurse case manager as the main points of contact for the patient. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Case Manager for the designated PPN. The superior end to end support provided by this team will enhance the patient and Client experience and drive positive patient outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role.

What you will do:

Key point of contact for patients enrolled in the support program and prescribing physician, if applicable

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 \xe2\x80\x93 for example case management support, reimbursement support, self-injection training, prescription coordination and ongoing compliance

Understands the PPN in full detail

Maintains an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory

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

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 Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent) 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)

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\xe2\x80\x99 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\xe2\x80\x99 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.

Able to work flexible hours between 8:00AM to 8:00PM, M-F, some weekend shifts may be required

Loblaw recognizes Canada\'s diversity as a source of national pride and strength. We have made it a priority to reflect our nation\xe2\x80\x99s 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 and colleagues with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct \xe2\x80\x93 it reinforces what our customers and stakeholders expect of us.

Loblaw consid\xc3\xa8re que la diversit\xc3\xa9 culturelle du Canada est une source de fiert\xc3\xa9 nationale et un symbole de force. Nous nous sommes donn\xc3\xa9 comme priorit\xc3\xa9 de refl\xc3\xa9ter la diversit\xc3\xa9 croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d\xe2\x80\x99entreprise. Des accommodements sont disponibles sur demande pour les postulants et coll\xc3\xa8gues atteints d\xe2\x80\x99un handicap

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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 Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You\xe2\x80\x99ll 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.

Employment Type: Full time

Type of Role: Regular

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\xe2\x80\x99s 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 \xe2\x80\x93 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.

Shoppers Drug Mart