Patient Care Specialist - 16 Month Contract

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

Benefits offered by this job

Shoppers Drug Mart discount

RRSP/Pension plan

Employee share ownership plan

Professional training & development

Competitive benefits

Job summary

Shoppers Drug Mart in Mississauga is hiring a Patient Care Specialist to serve as the single point of contact for patients in a support program. You will manage enrollment, coordinate services, and assist with reimbursement and case management, ensuring compassionate care and accurate documentation.

The role requires bilingual French and English, 2–3 years in healthcare or pharma, and experience with public and private drug reimbursement plans.

Qualifications

• Bilingualism (French & English) is required.
• 2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists) is an asset.
• Experience with public (provincial and federal) and private third-party drug reimbursement plans is an asset.
• 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.
• 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 analyze and interpret information, data, and regulations.

Responsibilities

• Single point of contact for patients enrolled in the Patient Support Program and prescribing physician, if applicable.
• Conduct welcome calls to gather relevant information, introduce patients to the support program, and obtain patient consent as required.
• Inform the patient about all program offerings including 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

Skills

Bilingual French & English

Customer service

Call centre experience

Strong communication

Detail oriented

MS Office & CRM

Tools

MS Office

CRM database

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?

Patient Care Specialist

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®. At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Why work at Specialty Health Network?

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! Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless! 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.

Basic Function

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, 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 Patient 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 Patient Support Program and prescribing physician, if applicable

• Conduct welcome calls to gather relevant information, introduce patients to the support program, and obtain patient consent as required.

• Inform the patient about all program offerings including 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

• Bilingualism (French & English) is required

• 2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists) is an asset

• Experience with public (provincial and federal) and private third-party drug reimbursement plans is an asset

• 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

• 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 analyze and interpret information, data, and regulations.

• 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

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we are looking for varied perspectives which include diverse experiences that we can add to our team. We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities. Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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:

Temporary with Benefits (Fixed Term)

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

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.