Patient Care Coordinator

Shoppers Drug Mart Specialty Health Network; Mississauga; On-site; CAD 40,000 - 80,000; Full time

Job summary

An innovative health and wellness network seeks a dedicated Care Coordinator to enhance patient experiences. In this role, you'll be the first point of contact for patients and healthcare professionals, ensuring seamless communication and support throughout the treatment journey. Your responsibilities will include managing inquiries, coordinating services, and advocating for patients, all while working within a collaborative and inclusive team environment. This is a fantastic opportunity to contribute to a meaningful mission in healthcare while enjoying a vibrant workplace culture and numerous perks, including professional development and discounts. Join a forward-thinking organization committed to making a positive impact on the lives of Canadians.

Benefits

Competitive salaries

Great benefit package

Employee share ownership plan

Professional training and development

Goodlife gym discount

Shoppers Drug Mart discount

RRSP/Pension plans

Qualifications

• Minimum 2 years of Call Center experience preferred.
• Bilingual in English and French is a strong asset.

Responsibilities

• Respond to customer inquiries regarding patient support programs.
• Triage calls and ensure data integrity for patient files.
• Provide exceptional customer service and act as a patient advocate.

Skills

Bilingual (English and French)

Call Center Experience

Healthcare or Insurance Experience

Customer Care

Communication Skills

MS Office (Excel, Word)

Salesforce

Education

Post-secondary education

Tools

Salesforce

MS Office

Job description

time left to apply End Date: January 19, 2025 (24 days left to apply)

job requisition id R2000528354

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?

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! At Shoppers Specialty Health Network, 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.

Basic Function

Reporting to the Program Manager, the Care Coordinator’s primary objectives are to respond to inbound inquiries, triaging calls to the appropriate team members, indexing documents, supporting data integrity practices and working collaboratively with the program team and associated services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.

The Patient Care Coordinator are the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquiries pertaining to the patient support program, obtaining and documenting patient information, triaging calls to appropriate team members and ensuring data integrity to support the overall delivery of the Patient Support Program. Attention to customer key performance indicators identified for the program is fundamental to this role.

Principal Accountabilities

1. Responds to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files within SLA’s.
2. Triages calls to appropriate team members.
3. Indexes patient documents received from but not limited to; clinics, MD offices, patients and insurance companies; and create files as needed.
4. Monitors files and reports for data integrity and acts appropriately.
5. Collaborates effectively with Patient Support Program and with associated service team members to ensure seamless patient journey and experience.
6. Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy.
7. Provides exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met.
8. Understands the molecule(s) in full detail.
9. Acts as a patient advocate, assists with determining coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process.
10. Coordinates program services such as SA renewals, patient check-ins ensuring continued access to therapy and program offerings.
11. Completes and/or reviews Special Authorization (SA) forms prior to submission to payor.
12. Follows up with Payors to secure and maintain coverage.
13. Results driven - must meet or exceed established performance and quality metrics.
14. Contacts clients periodically to confirm adherence and coordinate delivery of medications (including date, time).
15. Reports 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.
16. Other responsibilities as required.

Skills and Qualifications

1. Bilingual (English and French; verbal and written) preferred.
2. Minimum 2-year Call Center experience, Healthcare or Insurance Experience an asset.
3. Post-secondary education an asset.
4. A team player with the desire to provide superior customer care experiences.
5. Experience with public (provincial and federal) and private third-party drug reimbursement plans.
6. Excellent communication skills, verbal and written.
7. Strong computer skills in a Windows environment using MS Office (Excel, Word).
8. Working experience with Salesforce is an asset.
9. Flexible to work rotating shifts, Monday – Friday 8am – 8pm EST.
10. Occasional overtime may be required.

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.

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