[Hiring] Patient Support Specialist @Shoppers Drug Mart

Role Description

The Patient Support Specialist is a senior individual contributor role within SHN's Central Program Operations team. This role serves as the primary point of contact for patients, caregivers, healthcare providers (HCPs), clinics, pharmacies, and enterprise partners across a portfolio of up to 70 Patient Support Programs.

Operating across all inbound omnichannel touchpoints — phone, email, and patient portal — the Patient Support Specialist manages complex reimbursement queries, program escalations, and patient access inquiries for both in-network and out-of-network interactions. This is a high-accountability role that requires deep knowledge of the Canadian payer landscape, PSP operations, and patient-centred service delivery.

This role supports one of the most complex PSP environments in Canada — 70 programs, 150,000+ patients, and a diverse stakeholder base spanning patients, caregivers, HCPs, pharmacies, clinics, and enterprise partners. The successful candidate brings both the technical expertise and the interpersonal depth to navigate that complexity with consistency and care.

Core Responsibilities

• Inbound Patient and Stakeholder Support
  • Serve as the first point of contact for inbound inquiries via phone, email, and patient portal across all assigned PSPs.
  • Provide accurate, timely, and empathetic support to patients, caregivers, HCPs, pharmacies, clinics, and enterprise partners.
  • Navigate complex multi-program environments, applying the correct program protocols and eligibility criteria for each interaction.
  • Manage high-volume inbound queues while maintaining service level standards and quality expectations.
  • Triage and prioritize interactions based on urgency, clinical sensitivity, and program-specific requirements.
• Reimbursement Support — In-Network and Out-of-Network
  • Manage inbound reimbursement queries from patients, HCPs, pharmacies.
  • Provide accurate guidance on coverage determinations, prior authorization (PA) status, co-pay and patient assistance program eligibility, and claims adjudication.
  • Liaise with payers, insurers, and benefit managers to resolve complex reimbursement issues on behalf of patients and providers.
  • Support patients navigating out-of-network access pathways including exceptional access, special authorization, and compassionate use programs.
  • Document all reimbursement interactions accurately and completely in the case management system.
  • Identify reimbursement trends and escalate systemic issues to the supervisor with supporting case data.
• Escalation Management
  • Receive, triage, and manage escalated inquiries from patients, clinics, physicians, pharmacies, and enterprise partners.
  • Apply sound judgment in determining escalation pathways — clinical, reimbursement, operational, or compliance — and route accordingly.
  • Own escalated cases from intake to resolution, maintaining proactive communication with all parties throughout.
  • Recognize and escalate potential adverse event disclosures immediately per program pharmacovigilance protocols.
  • Document escalation rationale, actions taken, and resolution outcomes in the case management system.
• Omnichannel Case Management
  • Manage interactions seamlessly across phone, email, and patient portal, maintaining consistent case continuity regardless of channel.
  • Ensure all patient and stakeholder interactions are documented in the CRM with accuracy, completeness, and timeliness.
  • Review prior interaction history before engaging with a returning patient or stakeholder to provide a connected, informed experience.
  • Identify and flag gaps in omnichannel continuity to the supervisor for process improvement.
• Program Knowledge and Compliance
  • Maintain deep working knowledge of all assigned PSP program protocols, eligibility criteria, and service delivery standards.
  • Stay current on changes to program design, payer policies, and regulatory requirements affecting PSP operations.
  • Adhere to all privacy, consent, and documentation obligations under PIPEDA, PHIPA, and program-specific requirements.
  • Recognize and report potential adverse events, privacy incidents, and compliance concerns immediately per established protocols.
  • Participate in program training, quality calibration sessions, and ongoing professional development.
• Quality and Continuous Improvement
  • Maintain individual quality scores at or above program benchmarks across all evaluation criteria.
  • Participate in QA coaching sessions and apply feedback to continuously improve interaction quality.
  • Identify recurring patient or stakeholder issues and contribute insights to process improvement initiatives.
  • Support onboarding and knowledge transfer for new team members as required.

Qualifications

• Minimum 5-7 years of experience in a Patient Support Program, specialty pharmacy, or healthcare contact centre environment.
• Deep knowledge of the Canadian payer landscape including private insurance, provincial drug benefit programs, special access, and out-of-network pathways.
• Demonstrated experience managing complex reimbursement inquiries for both in-network and out-of-network programs.
• Experience supporting multiple concurrent programs or therapeutic areas simultaneously.
• Proficiency with CRM and case management systems; experience with omnichannel contact centre platforms an asset.
• Strong written and verbal communication skills with the ability to navigate sensitive conversations with patients, HCPs, and enterprise partners.
• Proven ability to manage high-volume, high-complexity workloads with accuracy and composure.
• Bilingualism (French & English) - required.

Requirements

• Experience with specialty biologics, oncology, rare disease, or infusion programs.
• Familiarity with pharmacovigilance obligations and adverse event reporting in a PSP context.
• Bilingual English/French an asset.
• Experience in an omnichannel environment including patient portal and digital communication platforms.

Core Competencies

• Patient-centred service orientation — consistently prioritizes the patient experience in every interaction.
• Reimbursement expertise — navigates complex payer environments with accuracy and confidence.
• Escalation judgment — identifies risk, applies the right protocol, and owns the outcome.
• Omnichannel fluency — manages seamless case continuity across all channels.
• Compliance discipline — applies privacy, consent, and pharmacovigilance obligations without exception.
• Continuous improvement mindset — brings insights from the front line to improve processes and outcomes.

Working Conditions

• Fast-paced contact centre environment supporting a high-volume, multi-program portfolio.
• Regular exposure to sensitive patient health information requiring strict confidentiality.
• May be required to support extended hours during peak periods or program launches.
• Occasional training and program updates required outside of regular hours.