Supervisor, Patient Care

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

Benefits offered by this job

Purchase discount program

Online learning through Academy

Job summary

Shoppers Drug Mart Inc. is seeking a Supervisor, Patient Care to lead the PCS/PCC team in Mississauga. You will drive daily operations, manage workloads, monitor KPIs, and coach staff to deliver high-quality patient service.

You will also collaborate with Case Management and cross-functional partners to ensure accurate data, adherence to privacy and compliance, and smooth program implementation, while supporting peak periods as needed.

Qualifications

• University degree or equivalent relevant education and experience.
• Leadership or supervisory experience in healthcare, pharmaceuticals, customer service, or contact centre.
• 3–5 years of healthcare or pharmaceutical industry experience.
• 3–5 years of customer service or contact centre experience.
• Knowledge of specialty pharmacy and patient support programs including reimbursement.

Responsibilities

• Lead daily team operations including workload distribution, scheduling, and resource allocation.
• Monitor KPI, SLA, quality, and productivity; analyze results and implement corrective actions.
• Coach and develop team members through reviews, audits, and training.
• Oversee onboarding and development to ensure knowledge and skills are up to date.
• Act as first point of escalation for complex patient, reimbursement, and service issues.
• Collaborate with cross-functional partners to resolve concerns and support patient outcomes.
• Ensure data accuracy and integrity across systems.
• Support new programs and process improvements; ensure policy adherence.
• Identify opportunities to improve workflows and service quality.
• Provide direct PCS/PCC support during peak periods or staffing shortages.

Skills

Leadership

Healthcare experience

Customer service

Data analysis

Communication

Education

University degree

Tools

Salesforce

Microsoft 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?

Supervisor, Patient Care

Why work at Specialty Health Network?

Specialty Health Network (SHN), a division of Shoppers Drug Mart, is a growing organization focused on delivering exceptional patient support. As part of Loblaw Companies Limited, we offer competitive compensation and benefits, employee discounts, retirement and share ownership programs, professional development, and opportunities for career growth across the organization.

We’re looking for collaborative, adaptable people who build trust, embrace change, and are passionate about making a difference for patients.

Supervisor, Patient Care

Nature and Scope

The Supervisor, Patient Care provides day-to-day leadership and operational oversight to the Patient Care Specialist/Coordinator (PCS/PCC) team. This role is responsible for team performance, workflow and resource management, coaching and development, escalations, and achievement of established service level agreements (SLAs), key performance indicators (KPIs), and quality standards.

What You’ll Do

• Lead daily team operations, including workload distribution, queue management, scheduling, staffing, and resource allocation.
• Monitor KPI, SLA, quality, and productivity performance; analyze results, address gaps, and implement corrective actions.
• Coach and develop team members through regular one-on-ones, performance reviews, call audits, feedback, and training.
• Oversee onboarding and ongoing development to ensure colleagues have the knowledge and skills required to succeed.
• Serve as the first point of escalation for complex patient, reimbursement, customer service, and operational issues.
• Collaborate with Case Management, Field Case Management, and cross-functional partners to resolve concerns and support positive patient outcomes.
• Ensure operational data is accurate and complete, identifying and resolving data quality issues as required.
• Support the implementation of new programs and processes and ensure consistent adherence to policies, procedures, and client requirements.
• Identify and implement opportunities to improve workflows, service quality, and operational efficiency.
• Provide direct PCS/PCC support during peak periods or staffing shortages as required.
• Maintain compliance with privacy, confidentiality, adverse event (AE), and product technical complaint (PTC) reporting requirements.
• Additional duties or tasks may be assigned as operational needs evolve.

What You’ll Need

• University degree or equivalent relevant education and experience.
• Leadership or supervisory experience, preferably within healthcare, pharmaceuticals, customer service, or a contact centre environment.
• 3–5 years of healthcare or pharmaceutical industry experience, ideally supporting patients and healthcare professionals.
• 3–5 years of customer service or contact centre experience.
• Knowledge of specialty pharmacy and patient support programs, including reimbursement and program service delivery.
• Demonstrated ability to lead teams, manage performance, and deliver against KPIs and SLAs.
• Strong analytical, problem-solving, communication, and relationship-building skills.
• Ability to manage competing priorities and perform effectively in a fast-paced, changing environment.
• Strong attention to quality, compliance, confidentiality, and data integrity.
• Proficiency with technology and the ability to learn multiple systems, including Salesforce and Microsoft Office.
• Bilingualism in French and English is an asset.

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 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.