Bilingual Patient Care Specialist

Bilingual Patient Care Specialist (1 year contract)
Join to apply for the Bilingual Patient Care Specialist (1 year contract) role at Shoppers Drug Mart Specialty Health Network.

Location:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

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.

Why this role is important?
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®.

Patient Care Specialist
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.

What You Will Do

Single point of contact for patients enrolled in the support program and prescribing physician, if applicable

Conduct welcome calls to gather relevant information, introduce patients to the support program, and obtain patient consent as required.

Inform the patient about all program offerings – for example case management support, reimbursement support, self‑injection training, prescription coordination and ongoing compliance

Understand the molecule(s) in full detail

Maintain an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory

Act as a patient advocate, exploring all options for funding of medications, determine coverage details and develop/maintain complete and accurate documentation required to facilitate a successful outcome of the reimbursement process

Administer financial means tests and manage all aspects of financial assistance within the program as applicable

Ensure coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy, including self‑injection training

Work 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

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

Bilingualism (French & English) preferred

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…