Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.
Why work at Specialty Health Network?
Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks! Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless! At Shoppers Specialty Health Network, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Basic Function
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.
Nature and Scope
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
What you will need
- Bilingualism (French & English) is required
- 2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working with 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
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. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
Job Type: Full-time
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Dental care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
Ability to commute/relocate:
- Mississauga, ON L4W 0A7: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer Service or Call center setting?: 2 years (required)
- public and private third-party drug reimbursement plans: 1 year (preferred)
- healthcare or pharmaceutical industry: 2 years (preferred)
Language:
Work Location: In person
