Job Description

Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7At Shoppers Drug Mart, were innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, were 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, its a great place to work. Were 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?At Shoppers Drug Mart, were innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, were 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, its a great place to work. Were 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.We are hiring a Supervisor, Retail Specialty SupportReporting to the Manager, Retail Specialty Support, you will be responsible for managing the team that provides national support for all Shoppers Drug Mart retail locations as they care for specialty patients in their communities. You will be responsible for managing the coordination of referrals for specialty medications to in network pharmacies, dispensing through preferred pharmacy networks as well as supporting pharmacies through the Retail Specialty Support Program call line. You must be able to work effectively, with short lead times and changing customer demands. As the position deals with highly sensitive information, you are expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per Shoppers Drug Mart policy and legal requirements.Duties:Responsible for overseeing the day-to-day specialty support related to SDM specialty programs executed at SDM pharmacies nationallyOversee all retail specialty program caseloads, escalations where needed, training, coaching and mentoring direct reportsMonitor the queue and assign referrals to team members, as required, putting activities in action to ensure completionManage incidents and incident reporting for each programManage escalations related to specialty referrals and adjudication supportMonitor program performance using reports and dashboards availableAssist with challenging client requests or issue escalations as neededEnsure that support calls and emails through the Retail Specialty Support Programs are managed effectively and in a timely mannerFocus on continuous improvements and best practices to drive operational excellence, and deliver related recommendationsEffectively lead and develop a high performance and diverse team while consistently modeling success-oriented teamwork and leadership through guidance, coaching, collaboration and courageous conversationsWhat You'll Need:Post-Secondary education in a field related to pharmacy considered an assetBilingual (French & English) is an assetExperience in the specialty pharmacy, healthcare or reimbursement industry (2 to 3 years minimum) A team player with leadership skills and the desire to provide superior customer care and store supportExcellent communication skills, verbal and writtenStrong computer skills in a Windows environment using MS Office (Excel, Word, Outlook)Pharmacy Assistant or Technician with Assyst Rx, HealthWATCH, New HealthWATCH, and/or Kroll experience is an assetExperience with a Customer Relationship ManagementMandatory 4 days a week, In-OfficeLocation:1685 Tech Ave, Mississauga, Ontario, L4W 0A7Why 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.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.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 nations 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.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 Youll 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 timeType of Role: Temporary with Benefits (Fixed Term)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 nations 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.

Shoppers Drug Mart