Specialist, Patient Care

Shoppers Drug Mart Inc.; Mississauga; Hybrid; CAD 52,000 - 72,000; Full time

Benefits offered by this job

Shoppers Drug Mart discount

RRSP/Pension plans

Employee share ownership plan

Goodlife gym discount

Professional training and development

Job summary

Shoppers Drug Mart Inc. is seeking a Patient Care Specialist in a hybrid Calgary-based role.

You will serve as the primary contact for patients enrolled in the patient support program and collaborate with physician clinics and case managers to ensure high-quality service and timely access to therapies. The role requires 2–3 years in healthcare or pharma, strong communication, and a patient-centric approach.

Qualifications

• 2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working with patients and health professionals
• 2-3 years’ experience in a Customer Service or Call Centre setting
• Excellent communication skills, written and verbal, to interact effectively with patients and clients
• Demonstrated ability to analyze information, data, and regulations
• Flexible to work longer hours, overtime as required

Responsibilities

• Single point of contact for patients in the Patient Support Program and prescribing physician
• Conduct welcome calls and introduce patients to the support program
• Explain program offerings including case management and reimbursement support
• Maintain expert knowledge of reimbursement mechanisms in public and private sectors
• Coordinate program services to ensure prompt access to therapy and adherence
• Escalate patient concerns to appropriate team members as needed

Skills

Healthcare experience

Customer service

Communication

Teamwork

Detail oriented

Tools

MS Office

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?

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 positivelyimpactthe lives of all Canadians,providesour 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, professionaltrainingand development and many moreperks! Shoppers Drug Mart wasacquiredby 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.

Patient Care Specialist

Basic Function

The Patient Care Specialist (PCS) is the single point of contact for patients enrolled in a patient support program. The PCSis responsible forensuring program service offerings are managed and delivered effectively with the highest quality customer service. This colleague is action oriented,tactfuland 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 indicatorsidentifiedfor 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
• Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent asrequired.
• Informs the patient about all program offerings including case management support, reimbursement support, self-injection training, prescriptioncoordinationand 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,determinescoverage details and develops/maintainscomplete andaccuratedocumentationrequiredtofacilitatea successful outcome of the reimbursement process
• Administers financial means tests and manages all aspects of financialassistancewithin 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 periodic to confirm adherence and coordinate delivery of medications (including date, time)
• Report all adverse Events (AE) and Product Technical complaints (PTC)immediatelyor as soon as possible upon becoming aware of the event as per current policies and procedures

What you will need:

• 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) 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 basedenvironment
• 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 asrequired
• Able to work flexible hours between 8:00AM to 8:00PM
• Must reside in Calgary
• Be able to work out of Calgary office
• Hybrid in office model

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 todemonstrateleadership in theseimportant 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.

• Additional Job Description

Additional Job Description

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.

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 a newly created position. 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 nouvellement créé. 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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