Supervisor, Retail Specialty Support

Shoppers Drug Mart; Mississauga; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Supervisor for Retail Specialty Support to manage a dedicated team that provides essential support for specialty patients across their network. This role involves overseeing daily operations, managing referrals, and ensuring excellent service delivery while maintaining patient confidentiality. The ideal candidate will possess strong communication skills, relevant experience in pharmacy or healthcare, and a commitment to operational excellence. Join this dynamic team and contribute to the health and wellness of communities across Canada in a role that offers growth and development opportunities.

Qualifications

• 2-3 years in specialty pharmacy or healthcare experience required.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Oversee day-to-day specialty support for pharmacies nationally.
• Manage caseloads, escalations, and training for team members.

Skills

Communication Skills

Bilingual (French & English)

Computer Skills (MS Office)

Customer Relationship Management

Education

Post-Secondary education in pharmacy

Tools

Assyst Rx

HealthWATCH

Kroll

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?

As a Supervisor, Retail Specialty Support, you will manage the team that provides national support for all Shoppers Drug Mart retail locations as they care for specialty patients in their communities. You will coordinate referrals for specialty medications to in-network pharmacies and support pharmacies through the Retail Specialty Support Program call line. You must work effectively with short lead times and changing customer demands while maintaining patient confidentiality as per Shoppers Drug Mart policy and legal requirements.

Duties:

• Oversee the day-to-day specialty support related to SDM specialty programs executed at SDM pharmacies nationally.
• Manage all retail specialty program caseloads, escalations, training, coaching, and mentoring for direct reports.
• Monitor the queue and assign referrals to team members, ensuring timely completion.
• Manage incidents and incident reporting for each program.
• Handle escalations related to specialty referrals and adjudication support.
• Monitor program performance using available reports and dashboards.
• Assist with challenging client requests or issue escalations as needed.
• Ensure that support calls and emails through the Retail Specialty Support Programs are managed effectively and in a timely manner.
• Focus on continuous improvements and best practices to drive operational excellence.
• Lead and develop a high-performance and diverse team while modeling success-oriented teamwork and leadership.

What You'll Need:

• Post-Secondary education in a field related to pharmacy considered an asset.
• Bilingual (French & English) is an asset.
• 2 to 3 years of experience in the specialty pharmacy, healthcare, or reimbursement industry.
• Excellent communication skills, verbal and written.
• Strong computer skills in a Windows environment using MS Office (Excel, Word, Outlook).
• Pharmacy Assistant or Technician with Assyst Rx, HealthWATCH, New HealthWATCH, and/or Kroll experience is an asset.
• Experience with a Customer Relationship Management system.
• Mandatory 4 days a week, In-Office.

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.

If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.