[Hiring] Patient Care Coordinator @Shoppers Drug Mart

Role Description

The Patient Care Coordinator (PCC) is responsible 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.

The Patient Care Coordinator (PCC) 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 inquiries pertaining to the patient support program.
• Obtaining and documenting patient information.
• Triaging calls to appropriate team members.
• Ensuring data integrity to support the overall delivery of the Patient Support Program.
• Enhancing the patient and physician experience of the Support Program.
• Driving positive patient outcomes.

Qualifications

• Mandatory Bilingualism in both French & English is required.
• Professional proficiency in English, both written and spoken, is required.
• Minimum 2-year Call Center experience; Healthcare or Insurance Experience is an asset.
• Post-secondary education is an asset.
• Experience with public 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.

Requirements

• 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.
• Indexes patient documents received from clinics, MD offices, patients and insurance companies; creates files as needed.
• Monitors files and reports for data integrity and acts appropriately.
• Collaborates effectively with Patient Support Program and associated service team members.
• Ensures coordination of program services to patients effectively.
• Provides exceptional customer service to all parties involved in Health Services.
• Acts as a patient advocate and assists with determining coverage details.
• Results driven - must meet or exceed established performance and quality metrics.
• Contacts clients periodically to confirm adherence and coordinate delivery of medications.
• Reports all Adverse Events (AE) and Product Technical Complaints (PTC) immediately.
• Other responsibilities as required.

Benefits

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