Patient Care Specialist-1

Shoppers Drug Mart; Mississauga; On-site; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Purchase discount program

Online learning via Academy

Job summary

Shoppers Drug Mart is hiring a Patient Care Specialist in Mississauga to serve as the primary contact for patients in a specialty health program. You will explain program options, coordinate services, and support reimbursement processes while maintaining accurate documentation.

The role requires 2–3 years in healthcare/pharma, proficiency with MS Office and CRM, and bilingual French/English; hours are flexible between 8:00 AM and 8:00 PM, with opportunities for ongoing training.

Qualifications

• College diploma or university degree required.
• 2–3 years’ healthcare/pharma experience; patient-facing preferred.
• Experience with public and private drug reimbursement plans.
• 2–3 years in a Customer Service or Call Centre setting.
• Strong MS Office skills and CRM familiarity.
• Bilingual French & English an asset.
• Able to work flexible hours 8:00 AM–8:00 PM.

Responsibilities

• Be the single point of contact for patients in the program.
• Conduct welcome calls and obtain patient consent.
• Explain program offerings including reimbursement and training.
• Maintain detailed documentation for reimbursement.
• Coordinate program services to ensure access to therapy.
• Escalate patient concerns to management as needed.
• Report adverse events and product complaints promptly.

Skills

Healthcare experience

Pharmaceutical industry

Customer service

Bilingual (FR/EN)

Education

College Diploma or University degree

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?

The Patient Care Specialist (PCS) is the single 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 physician clinics/offices within that territory. The Patient
Care Specialist will work collaboratively with other Patient Care Specialists and a 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 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 enrolled in the support program and prescribing physician, if applicable
• 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 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 Field
  Case Manager/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
• 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
• Excellent communication skills, written and verbal, to interact effectively with patients and clients
• 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.

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.

Hiring Range / Échelle salariale à l’embauche :

$52,000.00 - $71,500.00 / 52.000,00$ - 71.500,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

#EN
#SS #ON