[Hiring] Patient Care Coordinator @Shoppers Drug Mart

Role Description

The Patient Care Coordinator’s primary objectives are to handle new plan member enrollments, respond to inbound inquiries, triaging calls to the appropriate team members, indexing documents, and working collaboratively with the Patient Care Specialists. 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.

Qualifications

• Experience in customer service or healthcare support roles.
• Strong communication and interpersonal skills.
• Ability to handle sensitive information with confidentiality.
• Detail-oriented with strong organizational skills.

Requirements

• Responds to incoming customer-related calls from plan members, PSPs, pharmacies, and clinics regarding the status of active patient files within SLAs.
• Triage calls to appropriate team members.
• Indexing patient documents received from various sources and create files as needed.
• Works collaboratively with Patient Care Specialists to enhance the patient journey and experience.
• Support special projects and initiatives as required to support PCS Operations.
• 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.
• Act as a patient advocate, determines coverage details, and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process.
• Results-driven - must meet or exceed established performance and quality metrics.
• Assisting Manager, Patient Care Operations with projects as required.
• Contact clients periodically to confirm adherence and coordinate delivery of medications.

Benefits

• Purchase discount program.
• Competitive pay.
• Online learning through Academy.