Bilingual Patient Care Specialist - Remote
Shoppers Drug Mart
- Mississauga, ON
- Permanent
- Full-time
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?Bilingual Patient Care SpecialistWhy 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 FunctionReporting to the Program Manager of Specialty Programs, 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 with Specialty Health Network through their treatment journey.Nature and ScopeThe Patient Care Specialist is the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Program Manager. 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 doSingle point of contact for patients enrolled in the support program and prescribing physician, if applicableConducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as requiredInforms the patient about all program offerings – for example case management support, reimbursement support, prescription coordination and ongoing complianceUnderstands the molecule(s) in full detailMaintains an expert level of knowledge of reimbursement mechanisms in the public and private arenasActs 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 processAdministers financial means tests and manages all aspects of financial assistance within the program as applicableEnsures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapyWorks collaboratively with Program Management, other Patient Care Specialists, and Nurse Case Manager to address patients concerns or needs and escalations interrupting the patient journeyReport 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 proceduresWhat you will needBilingual (English and French; verbal and written) requiredMinimum 2-year call center experience, healthcare or insurance experience an assetPost-secondary education an assetA team player with the desire to provide superior customer care experiencesExperience with private and public drug reimbursement planExcellent communication skills, verbal and writtenStrong computer skills in a Windows environment using MS Office (Excel, Word)Working experience with Pure Connect - Genesys is an assetWorking experience with Salesforce is an assetFlexible to work rotating shifts, Monday – Friday 8am – 8pm ESTOccasional overtime may be requiredThis position can either be remote or based out of Toronto, Canada.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 timeType of Role: RegularShoppers 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.