Patient Care Supervisor

Shoppers Drug Mart Inc.; Mississauga; On-site; CAD 60,000 - 83,000; Full time

Job summary

Shoppers Drug Mart Inc. is seeking a Supervisor, Patient Care to oversee the PCC/PCS team and ensure top-tier patient experiences across programs. This role focuses on coaching staff, coordinating reimbursements, and maintaining strong stakeholder relationships.

You will manage workloads, monitor KPIs, and drive continuous improvement in service delivery, while upholding policies and confidentiality across patient data.

Qualifications

• Proven leadership or supervisory experience in healthcare or customer service.
• Experience working with patients and health professionals is preferred.
• Ability to handle high-pressure situations and changing priorities.

Responsibilities

• Oversee day-to-day operations of the PCC/PCS team.
• Coach and mentor direct reports on customer service and reimbursements.
• Manage scheduling, training coordination, and escalation handling.
• Ensure SLAs and KPIs for programs are met and maintained.

Skills

Leadership

Customer service

Healthcare knowledge

Coaching

Education

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?

Why work at Shoppers Specialty Health Network?

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 SDMU. Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

Shoppers Specialty Health Network 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.

Nature and Scope

The Supervisor, Patient Care is responsible for overseeing the day-to-day operations of the team. The scope of these tasks can include but will not be limited to: overseeing the program case load, escalations where needed, coaching and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc., and managing the required scope of service for a variety of programs. Attention to and the ability to coach to customer Key Performance Indicators (KPIs) identified for the program is fundamental to this role.

What you will do

• Monitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlog
• Responsible for overseeing processes and work flows to ensure patient, scheduling and clinic location, and coordination of prescription to SDM stores are aligned with business objectives, client, and patient satisfaction
• Work with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achieved
• Ensure appropriate level of staffing to cover required shift schedules
• Assist with the implementation of new programs requiring PCS support
• Support the day-to-day needs of the PCC/PCS through collaboration with management teams, Field Case Managers/Case Managers, and other departments as necessary
• Liaise with the Field Case Management/Case Management teams to elevate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes
• Manage the PCC/PCS team on a daily basis by leading team meetings, managing performance, and completing the annual APDR process where required
• Identify training needs of the PCC/PCS team and provide or seek training as required for the team on a regular basis
• Support the PCC/PCS to be a patient advocate, exploring all options for funding of medications, determine coverage details, advise on initiating appeals, and managing reimbursement escalations to facilitate a successful outcome of the reimbursement process
• Maintain knowledge of all company policies and procedures with high emphasis placed on ethical conduct and strict confidentiality of client information
• Understand the molecule(s) in full detail in order to support the PCC/PCS team
• Responsible to report and identify adverse events and product complaints
• Ability to work and train in the various IT platforms of SHN which include but are not limited to: PCP, Chronos, SDM Google Calendar, and SHN Reporting
• 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

• University degree
• Proven experience in a leadership/supervisory role, preferably in a Customer Service, Call Centre, or pharmaceutical industry setting
• 3-5 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists)
• 3-5 years’ experience in a Customer Service or Call Centre setting
• Good understanding of Specialty Pharmacy business, structure of programs, delivery of program services, customer base and client-centered approach
• Must work well under pressure, with changing deadlines from external forces, changing priorities and projects with multiple individuals within the organization
• Incumbent must have superior relationship building skills as they deal with individuals at all levels of the organization

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 :$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (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.

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