Bilingual Patient Care Specialist - Spécialiste bilingue des soins aux patients

Shoppers Drug Mart; Remote; CAD 50,000 - 65,000; Full time

Job summary

A leading health and wellness provider in Canada is seeking a Bilingual Patient Care Specialist to support patients in navigating healthcare services. This role involves being the main contact for patients, conducting welcome calls, and providing comprehensive information about program offerings. The ideal candidate will have a college diploma or university degree, bilingual skills in French and English, and experience in the healthcare or pharmaceutical industry. Competitive salary and benefits offered.

Benefits

Competitive salary

Great benefits package

Training and development opportunities

Qualifications

• 2-3 years’ experience in healthcare or in the pharmaceutical industry.
• Experience with public and private drug reimbursement plans.
• Attention to detail and sound judgment in decision making.

Responsibilities

• Single point of contact for patients enrolled in the support program.
• Conduct welcome calls and gather relevant information.
• Inform patients about all program offerings.

Skills

Bilingual in French & English

Strong computer skills in a Windows environment

Excellent written and verbal communication

Education

College Diploma or University degree

Tools

MS Office

Customer-relation database

Job description

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, our 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?

Les candidats recommandés ne doivent pas postuler directement pour ce poste. Toutes les recommandations de candidats doivent d’abord être soumises dans Workday par un(e) collègue de Loblaw actuel(le). Soyez responsable des propriétaires de nos magasins locaux et trouvez différentes façons de les soutenir dans le cadre de votre travail au sein des services aux magasins et du bureau central de ShoppersDrugMart/Pharmaprix. Offrez un excellent service, une expertise particulière et des conseils concrets pour soutenir les pharmaciens propriétaires et leur personnel pour qu’ils offrent le meilleur service en matière de santé, de beauté et de commodité aux Canadiens et aux Canadiennes.

Bilingual Patient Care Specialist (QC)

Remote position

Le COVID-19 est une maladie grave qui a eu des effets dévastateurs sur les Canadiens, les Canadiennes, et la population mondiale. En tant que chef de file en matière de santé et de bien‑être pour des millions de Canadiens et de Canadiennes, notre objectif est de les aider à «vivre bien, vivre pleinement». La COVID-19 Vaccination Policy is in place; employees must be fully vaccinated or undergo regular rapid antigen screening.

Specialty Health Network (SHN) 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 benefits 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, opening endless career opportunities.

Basic Function

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.

Nature and Scope

The Patient Care Specialist is the main point of contact for the patient, and in some programs, also the single point of contact for the group of physician clinics/offices within that territory. The PCS works collaboratively with other PCS and a Case Manager/Field Case Manager for a designated territory, dependent on the program. The superior end‑to‑end support provided by this team enhances the patient and physician experience of the Support Program and drives positive patient outcomes. Attention to key performance indicators is fundamental to this role.

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 patients about all program offerings – e.g., case management support, reimbursement support, self‑injection training, prescription coordination, and ongoing compliance
• Understand the molecule(s) in full detail
• Maintain expert 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, determining coverage details, and developing/maintaining complete and accurate documentation to facilitate successful reimbursement outcomes
• 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
• Collaborate with Program Management, other PCS, and Field Case Manager/Case Manager to address patient concerns or needs and escalations interrupting 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 in accordance with current policies and procedures

What you will need

• College Diploma or University degree (required)
• 2–3 years’ experience in healthcare or pharmaceutical industry (preferably working with patients and health professionals)
• 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
• Bilingual in French & English (required)
• Ability to work successfully in a fast‑paced, team‑based environment
• Excellent written and verbal communication skills for interacting with patients and clients
• Ability to analyze and interpret information, data, and regulations
• Attention to detail and sound judgement in decision making
• Flexible to work longer hours, overtime as required
• Can work flexible hours between 8:00 AM and 8:00 PM

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

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of pride and strength. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. Upholding the law is part of our Code of Conduct.

Application notes

Referred applicants should not apply directly to this role. All referred applicants must first be submitted through Workday by a current Loblaw colleague.

Please note: If you have Employee Self‑Service (ESS) on Workday, apply to this job via the Workday application.

Employment Type: Full time | Role Type: Regular

#EN #SS #ON