Patient Care Specialist (Oncology)

Shoppers Drug Mart; Mississauga; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a leading company as a Patient Care Specialist in Mississauga, where you will be the main contact for patients in oncology support programs. You will ensure high-quality service and assist patients through their treatment journey, advocating for their needs and coordinating care effectively. This role requires strong communication and analytical skills, along with a commitment to patient advocacy in a fast-paced environment.

Benefits

Purchase Discount Program

Competitive Pay

Online Learning through Academy

Qualifications

• 2-3 years’ experience in healthcare or pharmaceutical industry.
• Experience with drug reimbursement plans.

Responsibilities

• Single point of contact for patients and healthcare professionals.
• Conduct welcome calls and manage patient information.
• Coordinate delivery of medications and ensure adherence.

Skills

Communication

Empathy

Interpersonal Skills

Analytical Skills

Attention to Detail

Education

College Diploma or University Degree

Tools

MS Office

Customer Relationship 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, 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?

Patient Care Specialist (Oncology)

(Mississauga Office)

Basic Function

The Patient Care Specialist (PCS) is the main 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 oncologists/hematologist/cancer centers /Drug Access Navigators (DAN) within that territory. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Nurse Case Manager/Field Case Manager for a designated territory, dependent on the program. The superior end to end support provided by this team will enhance the patient, DAN and physician experience of the Support Program and drive positive patient outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role.

What you will do:

• Single point of contact for patients, DANs and prescribing physician enrolled in oncology programs
• 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 – for example case management support, reimbursement support, self-injection training, prescription coordination and ongoing compliance
• Understands the molecule(s) in full detail
• Maintains an expert level of knowledge of reimbursement mechanisms for oncology medications 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
• Administers financial means tests and manages all aspects of financial assistance within the program as applicable
• 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 Nurse Case Manager/Field 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’ 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’ experience in a Customer Service or Call Centre setting
• 2 years oncology or hematology reimbursement work experience
• Strong Computer skills in a Windows environment using MS Office and experience using a customer relationship database is an asset
• Bilingualism (French & English) is an asset
• Demonstrated ability to work successfully within a fast paced, team-based environment with a sense of urgency
• Excellent interpersonal communication skills, written and verbal, to interact effectively with patients and clients
• Ability to act with compassion and empathy when speaking with patients and caregivers
• A good balance of emotional resilience and self-awareness to manage one’s own mental health
• 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

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.

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

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