Patient Care Specialist

Location:

At Shoppers Drug Mart were innovating health and wellness in Canada. From prescriptions to walk-in clinics and a beloved loyalty program were caring and supporting our customers in new ways every day.
With more than 1300 locally owned and operated stores from coast to coast the Shoppers Drug Mart network is more than a great place to shop its a great place to work. Were 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

Patient Care Specialist

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 professional training and development and many more perks! Shoppers Drug Mart was acquired by 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. 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.

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 also 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 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 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 for example 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

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

Bilingualism (French & English) preferred

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

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 Youll 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:

Type of Role:

Shoppers Drug Mart Inc. recognizes Canadas diversity as a source of national pride and strength. We have made it a priority to reflect our nations 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.

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