Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague. 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? 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 Reporting to the Program Manager, the Care Coordinator’s primary objectives are to respond to inbound inquiries, triaging calls to the appropriate team members, indexing documents, supporting data integrity practices and working collaboratively with the program team and associated services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey. As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements. Nature and Scope The Patient Care Coordinator are the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining to the patient support program, obtaining and documenting patient information, triaging calls to appropriate team members and ensuring data integrity to support the overall delivery of the Patient Support 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. Principal Accountabilities · Responds to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files within SLA’s · Triages calls to appropriate team members · Indexing patient documents received from but not limited to; clinics, MD offices, patients and insurance companies; and create files as needed · Monitor files and reports for data integrity and action appropriately · Collaborate effectively with Patient Support Program and with associated service team members to ensure seamless patient journey and experience · Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy · Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met · Understands the molecule(s) in full detail · Act as a patient advocate, assist with determining coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process · Coordinates program services such as SA renewals, patient check-ins ensuring continued access to therapy and program offerings · Completes and/or reviews Special Authorization (SA) forms prior to submission to payor · Follow up with Payors to secure and maintain coverage · Results driven - must meet or exceed establish performance and quality metrics · 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 · Other responsibilities as required Skills and Qualifications · Bilingual (English and French; verbal and written) preferred. · Minimum 2-year Call Center experience, Healthcare or Insurance Experience an asset. · Post-secondary education an asset. · A team player with the desire to provide superior customer care experiences. · Experience with public (provincial and federal) and private third-party drug reimbursement plans · Excellent communication skills, verbal and written. · Strong computer skills in a Windows environment using MS Office (Excel, Word). · Working experience with Salesforce is an asset. · Flexible to work rotating shifts, Monday – Friday 8am – 8pm EST. · Occasional overtime may be required. Description sommaire du poste Coordonnateur(rice) des soins aux patients Fonction de base Relevant du gestionnaire principal, le (la) coordonnateur(rice) des soins aux patients a pour objectifs principaux de traiter les inscriptions de nouveaux patients, les appels aux patients, de répondre aux demandes entrantes, de diriger le triage des appels aux membres de l’équipe appropriés, d’indexer les documents et de travailler en collaboration avec les autres membres de l’équipe. Le (la) titulaire du poste est axé(e) sur l’action, fait preuve de diplomatie et de compréhension, et s’assure que les patients tirent une expérience positive du Réseau de santé spécialisé durant leur traitement. Comme le poste nécessite l’accès à des renseignements de nature très délicate, le (la) titulaire du poste doit agir de façon diplomatique et professionnelle en plus de préserver la confidentialité de l’information sur la clientèle, conformément à la politique et aux exigences légales du Réseau de santé spécialisé Shoppers Drug Mart. Description du poste Nature et portée Le (la) coordonnateur(rice) des soins aux patients est le premier contact pour les patients, les personnes aidantes, les médecins, les cliniques, les consommateurs, les professionnels de la santé et les pharmacies. Les principales responsabilités comprennent notamment la réponse aux demandes de renseignements du service à la clientèle concernant le programme de soins virtuels, l’obtention et la documentation des renseignements sur les patients, le triage des appels aux membres de l’équipe appropriés et le soutien à l’équipe pour des tâches précises. Le soutien supérieur offert de bout en bout par cette équipe améliorera l’expérience du patient avec le programme et favorisera des résultats positifs pour les patients. L’attention portée aux indicateurs de rendement clés des clients ciblés pour le programme est indispensable pour ce poste. Ce poste offre une option de travail à domicile permanent. Les travailleurs à distance au Canada sont invités à soumettre leur candidature. Principales responsabilités • Répondre aux appels entrants des clients provenant de patients, de pharmacies et de cliniques concernant l’état des dossiers actifs des patients dans le cadre de l’entente de niveau de service. • Trier les appels aux membres de l’équipe concernés. • Inscrire les patients, indexer les documents des patients reçus notamment des cliniques, des cabinets de médecins, des patients et des laboratoires, et créer des dossiers au besoin. • Collaborer avec les membres de l’équipe pour améliorer le parcours et l’expérience du patient. • Soutenir des projets spéciaux et des initiatives, au besoin, pour soutenir l’exploitation du programme. • Assurer la coordination des services aux patients du programme de manière efficace pour un accès rapide et continu au traitement. • Fournir un service à la clientèle exceptionnel à toutes les parties impliquées dans les services de santé, en veillant à ce que les besoins uniques des patients et les exigences du programme soient satisfaits. • Comprend très bien le programme et le médicament. • Agit comme défenseur du patient et élabore et tient à jour la documentation, complète et exacte, requise pour favoriser la réussite des processus. • Axé(e) sur les résultats – doit atteindre ou dépasser les objectifs établis en matière de rendement et de qualité. • Aider le gestionnaire principal à réaliser des projets, au besoin. • Communiquer régulièrement avec les clients pour confirmer l’observance et coordonner les rendez-vous de suivi. • Signaler immédiatement ou dès que possible tous les événements indésirables (EI) et plaintes techniques sur le produit (PTC), conformément aux politiques et procédures en vigueur. 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. At Shoppers Drug Mart®/Pharmaprix®, 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®/Pharmaprix® 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.
