Field Case Manager-3

Shoppers Drug Mart; Mississauga; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading pharmacy retailer in Mississauga is seeking a Nurse Field Case Manager. The ideal candidate will support patients and physicians with reimbursement and access to therapy while delivering top-notch customer service. Applicants should be a registered nurse with extensive clinical experience and strong communication skills. This full-time role offers a competitive salary and benefits, including exclusive discounts and professional development opportunities.

Benefits

Competitive salary and benefits package

Employee discounts

Professional training and development

Qualifications

• Registered Nurse with a current, unrestricted license in Ontario.
• Proficiency in reimbursement landscape.
• Five or more years of direct clinical experience.

Responsibilities

• Assist healthcare providers with program enrolment forms.
• Provide reimbursement assistance to patients and physicians.
• Maintain patient files in the program database.

Skills

Customer/account focus

Communication skills

Critical thinking

Telephony skills

Clinical experience

Leadership

Education

Registered Nurse with current license

BScN preferred

Tools

Microsoft 365

Job description

Location

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Company Overview

At Shoppers Drug Mart, we innovate health and wellness in Canada. From prescriptions to walk‑in clinics and a beloved loyalty program, we care for and support our customers in new ways every day. With more than 1,300 locally owned and operated stores across the country, the Shoppers Drug Mart network is a great place to shop and a great place to work.

Job Description

Nurse Field Case Manager (FCM) - Ontario

The Nurse Field Case Manager is responsible for a collaborative process of ongoing assessment, planning, facilitation, service coordination, evaluation, and advocacy to meet the needs of patients, physicians, and clients through flawless customer service. The FCM delivers quality, cost‑effective treatment outcomes, works with the reimbursement team to secure drug coverage, and supports physicians in managing all aspects of patient access to therapy. Service is provided in person or remotely, according to customer preference.

Key Responsibilities

• Assist HCPs with program enrolment forms and educate them on enrolment requirements.
• Gather patient information required for enrolment (physician signature, patient contact information, product information).
• Provide reimbursement assistance to patients and physicians as needed.
• Supply physicians with payer documentation support.
• Investigate case‑by‑case reimbursement options, prepare supporting documentation, and determine patient eligibility.
• Review patient status and aid physicians in completing Special Authorization (SA) forms, ensuring adherence to public or private coverage requirements.
• Coordinate and follow‑up SA submissions withers.
• Support physicians with letter development when required.
• Act as a resource for physicians, providing guidance on payer reimbursement criteria.
• Assist patients and physicians with annual prescription renewal and SA renewal processes.
• Identify obstacles and delays in coverage, take appropriate action, and identify alternative coverage channels.
• Maintain patient files in the program database.
• Educate HCPs and patients on program services and product information per SOPs and approved materials.
• Discuss comprehensive program components, services, and value‑add offerings.
• Provide feedback to manufacturers on service quality, training, and other relevant areas.
• Collaborate with sales reps and associates as guidelines allow.
• Attend scheduled educational events as required.
• Report adverse events / severe adverse events (AE/SAE) in accordance with agreements.
• Maintain high standards of professional practice, adhering to ethics and staying abreast of professional advancements.
• Take responsibility for personal and professional learning and development.
• Complete additional responsibilities as required by SDMSHN.

Required Qualifications

• Registered Nurse with a current, unrestricted license in the province of employment.
• BScN preferred; combination of experience and education will be considered.
• Proficiency in reimbursement landscape, including Authorization and Appeal Letters.
• Recent experience with Patient Support Programs (PSP) is an asset.
• Strong customer/account focus and ability to deliver on the PSP value proposition.
• Fluent bilingual ability (French & English) is an asset.
• Five or more years of direct clinical experience.
• Excellent communication and telephony skills.
• Demonstrated leadership experience and ability to work under pressure.
• Excellent assessment, communication, critical thinking, and decision‑making skills.
• Understanding of SDM Specialty Health Network policies, legal considerations, and professional ethics.
• Proficiency with computers, including Microsoft 365.
• Adaptability to a changing environment.
• Commitment to quality client‑centered service delivery.
• Valid driver’s license with reliable vehicle.

Benefits and Perks

• Competitive salary and comprehensive benefits package.
• Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans.
• Employee share ownership plan, professional training and development.
• Opportunity to work within a nationally recognized brand and dynamic organization.

Employment Type

Full time - Regular position

EEO & Diversity Statement

Shoppers Drug Mart recognizes Canada's diversity as a source of national pride and strength. We strive to reflect the evolving diversity of our nation in our products, people, and culture. Accommodations are available upon request for applicants with disabilities during all stages of the recruitment and hiring process. We uphold the law and our Code of Conduct, ensuring compliance with applicable legislation.

Application Note

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