Patient Care Coordinator

Shoppers Drug Mart; Mississauga; On-site; CAD 45,000 - 60,000; Full time

Job summary

Shoppers Drug Mart is seeking a Patient Care Coordinator to enhance patient and physician experiences within our Specialty Health Network. This full-time role involves responding to inquiries, ensuring data integrity, and advocating for patients. Join us to innovate health and wellness in Canada while enjoying a collaborative work culture filled with growth opportunities.

Benefits

Shoppers Drug Mart discounts

Goodlife gym discounts

RRSP/Pension plans

Employee share ownership plan

Professional training and development

Qualifications

• Minimum 2 years call center experience; healthcare or insurance experience is an asset.
• Strong customer care orientation and excellent verbal/written communication skills.
• Flexible to work rotating shifts, Monday – Friday, 8am – 8pm EST.

Responsibilities

• Respond to customer inquiries and triage calls.
• Collaborate with the Patient Support Program team.
• Ensure data integrity and monitor performance metrics.

Skills

Bilingual (English and French)

Customer care orientation

Communication skills

Call center experience

Experience with drug reimbursement plans

Proficiency in MS Office

Education

Post-secondary education

Tools

Salesforce

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?

Why work at Specialty Health Network?

Specialty Health Network (or SHN) is a growing division of Shoppers Drug Mart with a strong entrepreneurial spirit. We pride ourselves on having an excellent work culture and a fun environment! We offer competitive salaries, comprehensive benefits, Shoppers Drug Mart discounts, Goodlife gym discounts, RRSP/Pension plans, Employee share ownership plan, professional training and development, and many other perks. Since Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada, career opportunities within our larger organization are endless. We seek great people to strengthen our culture, who are authentic, build trust, and make connections. If you are open-minded, adaptable, and thrive 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, triage calls, index documents, support data integrity, and collaborate with the program team and related services. The incumbent should be action-oriented, tactful, empathetic, and maintain patient confidentiality according to SDM policies and legal requirements.

Nature and Scope

The Patient Care Coordinator is the first contact for patients, caregivers, physicians, clinics, and pharmacies. Key responsibilities include responding to customer inquiries, obtaining and documenting patient information, triaging calls, and ensuring data integrity to support the Patient Support Program. Providing excellent support enhances patient and physician experience and drives positive outcomes. Attention to KPIs is essential.

Principal Accountabilities

• Respond to incoming calls regarding patient files within SLAs.
• Triaging calls to appropriate team members.
• Indexing patient documents and creating files.
• Monitoring data integrity and acting accordingly.
• Collaborating with the Patient Support Program team.
• Ensuring prompt access to therapy for patients.
• Providing exceptional customer service to all stakeholders.
• Understanding the molecules in detail.
• Acting as a patient advocate, assisting with coverage details, and maintaining documentation for reimbursement.
• Coordinating services like SA renewals and patient check-ins.
• Completing/reviewing SA forms and following up with payors.
• Meeting performance and quality metrics.
• Contacting clients to confirm adherence and coordinate medication delivery.
• Reporting adverse events and product complaints promptly.
• Performing other duties as required.

Skills and Qualifications

• Bilingual (English and French) preferred.
• Minimum 2 years call center experience; healthcare or insurance experience is an asset.
• Post-secondary education is an asset.
• Strong customer care orientation.
• Experience with drug reimbursement plans.
• Excellent verbal and written communication skills.
• Proficiency in MS Office; Salesforce experience is a plus.
• Flexible to work rotating shifts, Monday – Friday, 8am – 8pm EST; occasional overtime may be required.

Why work at Shoppers Drug Mart?

Gain retail industry experience supporting internal customers and owners, with benefits like discounts, competitive pay, and online training. Take ownership of your work, care for your community, and grow your career.

How You’ll Succeed:

We value authenticity, trust, and connection. If you are open-minded, adaptable, and thrive in a dynamic environment, apply now.

Employment Type: Full-time

Role Type: Regular

We embrace diversity and are committed to accessibility. Accommodation is available upon request for applicants with disabilities. If you have Employee Self Service (ESS) on Workday, please apply via Workday.