[Hiring] Bilingual Senior Coordinator, Clinical Programs @Shoppers Drug Mart

Role Description

This position is responsible for coordinating and supporting all aspects of Clinical programs with a specific focus on the coordination of patient intake, nurse/pharmacist and patient availability, scheduling, and communication to support the program(s) in a designated region.

The Senior Coordinator, Clinical Programs will be responsible to provide superior customer service when coordinating scheduling of services with identified Shoppers Drug Mart (SDM) retail pharmacies, patients, and health care professionals (HCP). Attention to business objectives and customer Key Performance Indicators (KPI’s) identified for the program(s) will be fundamental to the success of the incumbent in this role.

• Develop effective working relationships with internal and external clients to facilitate communication to ensure patient satisfaction and KPIs
• Develop and maintain strong working relationships with SDM, regional nursing team, nursing sub-contract agencies, program and nursing management
• Manage multiple computer systems for input and scheduling
• Ensure accuracy and completeness of all documentation received at time of patient enrollment and timely follow up for enrollments
• Review Post Visit Nurse/Pharmacist Report completion and follow up, including the collection and filing of hard copies where applicable
• 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
• Coordinate ordering and deliveries and track all clinical supplies as required for the programs
• Report feedback from patients regarding services rendered as part of the program to ensure continuous quality improvement
• Ensure timely and effective resolutions for HCP and urgent clinic issues and support problem solving to resolution
• Identify process improvements for multiple computer applications to ensure efficient day to day workflow

Qualifications

• 2-3 years’ experience coordinating health related services directly to patients and in collaboration with other health professionals (i.e., physicians, nurses, pharmacists)
• Good understanding of Specialty Pharmacy business, structure of patient support programs, delivery of program services, customer base and how to deliver client-centered services
• Excellent customer relations, problem-solving, organizational and communications skills
• High level of competency with computer systems
• Ability to work 8 hours shifts between 08:00AM – 08:00PM EST
• Bilingual French Canadian is required

Benefits

• Benefit from a purchase discount program
• Competitive pay
• Online learning through Academy

Company Description

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.