Coordinator, Customer Support
1 week ago
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?
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.Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada.
Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.
Avec plus de 1 300 magasins détenus et exploités localement d'un océan à l'autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable.
Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.
Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs.
We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance.
We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.We are hiring a Health Services Coordinator
Reporting to the Supervisor of Patient Refill team, the Health Services Coordinator's primary objectives are to respond to inbound inquiries, schedule deliveries of medication with patients and couriers, indexing patient documents and triaging calls to the appropriate department/personnel.
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 Health Services Coordinator is directly responsible for coordinating and organizing deliveries of medication; indexing patient documents and general customer service items required during these processes.
Nature and Scope
The Health Services Coordinators are the first line of contact for patients, caregivers, clinics, consumers, medical professionals and pharmacies.
Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining to patient support programs, obtaining and documenting patient information, coordinating subsequent patient deliveries between patients and couriers, conducting refill pharmacy calls to patients, triaging to:
clinical services team for nurse training and counseling, reimbursement specialists for coverage assistance and inquiries, finance and other departments within the company.
The incumbent must be able to work effectively, with short lead times and changing customer demands.The Health Services Coordinator must carry out duties and responsibilities in accordance with internal policies and procedures, as well as maintaining timelines based on contractual obligations.
The Health Services Coordinator also needs to have excellent communication skills, detailed oriented and be able to adapt well to changing priorities while multitasking, prioritize work, and meet deadlines.
The expectation is that HSC's will be cross trained on all activities and tasks required to support the departments work volumes.
Principal Accountabilities
- Respond to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files or followup of scheduled deliveries.
- Perform outbound calls including but not limited to scheduling patient deliveries, conducting pharmacy refill calls for ongoing therapies.
- Provide exce
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