Patient Care Coordinator (Bilingual)

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

Job summary

A national retail pharmacy chain is looking for a Care Coordinator in Mississauga. You will be the first point of contact for patients, providing exceptional customer service and supporting their journey through treatment. A successful candidate should possess strong communication skills and be bilingual in English and French. This full-time role offers competitive pay and the opportunity to grow within a respected organization.

Benefits

Competitive pay

Employee discount program

Professional training and development

Qualifications

• Minimum 2-year call center experience; healthcare or insurance experience an asset.
• Flexible to work rotating shifts, Monday – Friday 8am – 8pm EST.
• Occasional overtime may be required.

Responsibilities

• Respond to incoming customer-related calls from patients, pharmacies, and clinics.
• Triage calls to appropriate team members.
• Coordinate program services to patients to ensure prompt access to therapy.

Skills

Bilingual (English and French)

Call center experience

Customer care

Communication skills

Strong computer skills

Education

Post-secondary education

Tools

Salesforce

MS Office

Job description

Overview

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 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 (SHN) is a growing division of Shoppers Drug Mart with an entrepreneurial spirit. We offer competitive salaries, a strong benefits package, Shoppers Drug Mart discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many other perks. SHN seeks great people to strengthen our culture and welcomes open-minded, responsive candidates for a fast-paced retail environment.

Basic Function

Reporting to the Program Manager, the Care Coordinator’s primary objectives are to respond to inbound inquiries, triage calls to appropriate team members, index documents, support data integrity practices and collaborate with the program team and associated services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience through their treatment journey. Given the sensitivity of information, confidentiality must be maintained in accordance with policy and legal requirements.

Nature and Scope

The Patient Care Coordinator is the first point of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include responding to customer service inquiries related to the patient support program, obtaining and documenting patient information, triaging calls, and ensuring data integrity to support the program. The team’s end-to-end support enhances patient and physician experience and drives positive outcomes. Attention to customer key performance indicators identified for the program is fundamental.

Principal Accountabilities

• Respond to incoming customer-related calls from patients, pharmacies and clinics regarding the status of active patient files within SLAs
• Triage calls to appropriate team members
• Index patient documents from clinics, MD offices, patients and insurance companies; create files as needed
• Monitor files and reports for data integrity and take appropriate action
• Collaborate with the Patient Support Program and service teams to ensure a seamless patient journey
• Coordinate program services to patients to ensure prompt and continued access to therapy
• Provide exceptional customer service to all parties in Health Services, meeting patient, clinic and program needs
• Understand the molecule(s) in full detail
• Act as a patient advocate, assist with determining coverage details and maintain documentation to facilitate reimbursement
• Coordinate program services such as SA renewals and patient check-ins to ensure continued access to therapy
• Complete and/or review Special Authorization (SA) forms prior to submission to the payor
• Follow up with payors to secure and maintain coverage
• Results driven — meet or exceed performance and quality metrics
• Contact clients periodically to confirm adherence and coordinate medication delivery (date, time)
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) as per policy
• Other responsibilities as required

Skills and Qualifications

• Bilingual (English and French; verbal and written) preferred
• Minimum 2-year call center experience; healthcare or insurance experience an asset
• Post-secondary education an asset
• A team player focused on superior customer care
• Experience with public and private third-party drug reimbursement plans
• Excellent verbal and written communication skills
• Strong computer skills in Windows (MS Office)
• Experience with Salesforce is an asset
• Flexible to work rotating shifts, Monday – Friday 8am – 8pm EST
• Occasional overtime may be required

Why work at Shoppers Drug Mart?

Acting as consultants and supporting internal customers, you will gain retail industry experience within a respected national brand. Benefits include a purchase discount program, competitive pay and online learning through Academy. Take ownership of your work and find more ways to care for your work, co-workers, customers and community.

How You’ll Succeed

We seek great people who strengthen our culture, are authentic, build trust and make connections. If you are open-minded, responsive to change and ready for a fast-paced retail environment, apply today.

Employment Type: Full time

Type of Role: Regular

Shoppers Drug Mart Inc. values diversity and inclusion. Accommodation is available on request for applicants with disabilities in recruitment and assessment and when hired. Compliance with laws is part of our Code of Conduct.

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