[Hiring] Patient Care Specialist @Shoppers Drug Mart

Role Description

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 working with Specialty Health Network through their treatment journey.

The Patient Care Specialist is the main point of contact for the patient, and in some programs, the single point of contact for the group of physician clinics/offices within that territory. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Case Manager/Field Case Manager for a designated territory, dependent on the program. The superior end-to-end support provided by this team will enhance the patient and physician experience of the Patient 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 do

• Single point of contact for patients enrolled in the Patient Support Program and prescribing physician, if applicable.
• Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as required.
• Informs the patient about all program offerings including case management support, reimbursement support, self-injection training, prescription coordination, and ongoing compliance.
• Understands the molecule(s) in full detail.
• Maintains an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory.
• Acts 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 process.
• Administers financial means tests and manages all aspects of financial assistance within the program as applicable.
• Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy, including self-injection training.
• Works collaboratively with Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent) to address patients concerns or needs and escalations interrupting the patient journey.
• Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time).
• 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.

Qualifications

• Bilingualism (French & English) is required.
• 2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists) is an asset.
• Experience with public (provincial and federal) and private third-party drug reimbursement plans is an asset.
• 2-3 years’ experience in a Customer Service or Call Centre setting.
• Strong Computer skills in a Windows environment using MS Office and experience using a customer relationship database is an asset.
• Demonstrated ability to work successfully within a fast-paced, team-based environment.
• Excellent communication skills, written and verbal, to interact effectively with patients and clients.
• Demonstrated ability to analyze and interpret information, data, and regulations.
• Demonstrated ability to pay attention to details and make decisions using sound judgement.
• Flexible to work longer hours, overtime as required.
• Able to work flexible hours between 8:00AM to 8:00PM.

Benefits

• Competitive salaries.
• Great benefit package.
• Shoppers Drug Mart discount.
• Goodlife gym discount.
• RRSP/Pension plans.
• Employee share ownership plan.
• Professional training and development.
• Many more perks!

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.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing, and Community – and we are constantly looking for ways to demonstrate leadership in these important areas.