Bilingual Supervisor, Patient Care (Oncology)

Shoppers Drug Mart Specialty Health Network Inc.; Mississauga; On-site; CAD 60,000 - 83,000; Full time

Job summary

Shoppers Drug Mart Specialty Health Network (SHN) is seeking a Bilingual Supervisor of Patient Care in Oncology to lead the PCS team in Mississauga. You will oversee daily operations, manage the case load, coach staff, and ensure performance against SLAs and KPIs while coordinating with Field Case Managers and other departments.

The role requires a university degree, 3–5 years in healthcare or pharma, and leadership experience in customer service or call centres.

Qualifications

• Requires a university degree and leadership experience in customer service, call centre, or healthcare.
• Experience working in oncology care and with health professionals.
• Bilingualism (French & English) is an asset.

Responsibilities

• Oversee day-to-day operations of the oncology PCS team and manage program caseload.
• Coach and mentor direct reports; monitor KPIs and SLAs to ensure client and patient satisfaction.
• Staffing planning to cover shifts; support new program implementation and cross‑department collaboration.

Skills

Leadership experience

Healthcare/pharma experience

Bilingual (French & English)

Education

University degree

Tools

Salesforce

Microsoft Office

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, 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?

Bilingual Supervisor, Patient Care (Oncology)

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®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

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!

Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.

Nature and Scope

The Supervisor Patient Care Specialty is responsible for overseeing the day-to-day operations for the oncology PCS team. The scope of these tasks can include but will not be limited to overseeing the program case load, escalations where needed, coaching, and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc., and managing the required scope of service for a variety of programs. Attention to and the ability to coach to customer Key Performance Indicators (KPIs) identified for the program is fundamental to this role.

What You Will Do

• Monitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlog
• Responsible for overseeing processes and workflows to ensure patient, scheduling and clinic location, and coordination of prescription to SDM stores are aligned with business objectives, client, and patient satisfaction
• Work with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achieved
• Ensure appropriate level of staffing to cover required shift schedules
• Assist with the implementation of new programs requiring PCS support
• Support the day-to-day needs of the PCS through collaboration with management teams, Field Case Managers/Case Managers, and other departments as necessary
• Liaise with the Field Case Management/Case Management teams to elevate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes
• Manage the PCS team daily by leading team meetings, managing performance, and completing the annual APDR process where required
• Identify training needs of the PCS team; provide or seek training as required for the team on a regular basis including the latest trends in oncology PSPs
• Support the PCS to be a patient advocate, exploring all options for funding of medications, determine coverage details, advise on initiating appeals, and managing reimbursement escalations to facilitate a successful outcome of the reimbursement process
• Ensure the team are equipped with the knowledge and skills to meet the needs of external stakeholders including Drug Access Navigators (DANs)
• Maintain knowledge of all company policies and procedures with high emphasis placed on ethical conduct and strict confidentiality of client information
• Understand the molecule(s) in full detail to support the PCS team
• Responsible to report and identify adverse events and product complaints
• Ability to work and train in the various IT platforms of SHN which include but are not limited to: Salesforce, Microsoft Office, and SHN Reporting
• 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

• University degree
• Proven experience in a leadership/supervisory role, preferably in a Customer Service, Call Centre, or pharmaceutical industry setting
• 3-5 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (e.g., physicians, nurses, pharmacists)
• 3-5 years’ experience in a Customer Service or Call Centre setting
• Experience working in oncology care
• Good understanding of Specialty Pharmacy business, structure of programs, delivery of program services, customer base and client-centered approach
• Must work well under pressure, with changing deadlines from external forces, changing priorities and projects with multiple individuals within the organization
• Incumbent must have superior relationship building skills as they deal with individuals at all levels of the organization
• Bilingualism (French & English) an asset

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 offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

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’re 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.

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’s 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

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

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’ll 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.

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’s 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.

Hiring Range / Échelle Salariale à L’embauche

$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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