Bilingual Patient Care Specialist (1 year contract)

Shoppers Drug Mart Specialty Health Network; Mississauga; On-site; CAD 52,000 - 71,500; Full time

Job summary

A leading health service provider in Canada is seeking a Bilingual Patient Care Specialist for a one-year contract. This role involves serving as the main contact for patients and ensuring they receive high-quality support through programs. The ideal candidate will have experience in customer service, excellent communication skills, and be fluent in both French and English. This position offers a salary range of $52,000 to $71,500 per year and is a full-time, temporary role with benefits.

Qualifications

• 2-3 years of experience in a Customer Service or Call Centre setting.
• Strong computer skills in MS Office and customer relationship databases.
• Bilingualism in French and English is preferred.
• Ability to work in a fast-paced, team-based environment.
• Excellent written and verbal communication skills.

Responsibilities

• Act as the single point of contact for patients in the support program.
• Conduct welcome calls and manage patient information.
• Inform patients about program offerings.
• Advocate for patients regarding funding options for medications.
• Ensure coordination of program services for timely therapy access.

Skills

Customer Service experience

Computer skills in MS Office

Bilingual (French & English)

Excellent communication skills

Attention to detail

Job description

Bilingual Patient Care Specialist (1 year contract)

Join to apply for the Bilingual Patient Care Specialist (1 year contract) role at Shoppers Drug Mart Specialty Health Network.

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

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re 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’s a great place to work. We’re 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?

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

Patient Care Specialist

The Patient Care Specialist (PCS) is the single point of contact for patients enrolled in a patient support program. 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.

What You Will Do

• Single point of contact for patients enrolled in the support program and prescribing physician, if applicable
• Conduct welcome calls to gather relevant information, introduce patients to the support program, and obtain patient consent as required.
• Inform the patient about all program offerings – for example case management support, reimbursement support, self‑injection training, prescription coordination and ongoing compliance
• Understand the molecule(s) in full detail
• Maintain an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory
• Act as a patient advocate, exploring all options for funding of medications, determine coverage details and develop/maintain complete and accurate documentation required to facilitate a successful outcome of the reimbursement process
• Administer financial means tests and manage all aspects of financial assistance within the program as applicable
• Ensure coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy, including self‑injection training
• Work 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

• 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
• Able to work flexible hours between 8:00AM to 8:00PM

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence guide all our decision-making and come to life through our Blue Culture.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note: Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

Employment Type: Full time, Type of Role: Temporary with Benefits (Fixed Term)

Hiring Range: $52,000.00 - $71,500.00 per year.

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