Patient Care Specialist - Bilingual-2

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?

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

 Conducts welcome calls to gather relevant information, introduces patients to the support

program, and obtains patient consent as required.

 Informs 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 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 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 encourage you to

apply anyway. 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.

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. 

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, apply today. 

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.

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

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.

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