Specialist, Retail Specialty Support

4 weeks ago

Mississauga, Ontario, Canada Loblaw Companies Ltd - Head Office Full time

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?

Specialist, Retail Specialty Support

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 Specialist, Retail Specialty Support

Reporting to the Supervisor, Retail Specialty Support, you will be responsible for ensuring support calls and emails through the Injection-Administration Programs are managed effectively and timely on a day-to-day basis. You must be able to work effectively, with deadlines and changing customer demands. As the position deals with highly sensitive information, you are expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per Shoppers Drug Mart policy and legal requirements.

What You'll Do:

  • Work closely with Pharmacy team members and manufacturer programs to provide Retail Pharmacy Support
  • Conduct outbound calls to pharmacies and receive inbound calls from pharmacy staff to support mutual patients
  • Document all store support and cross-functional interactions within the Customer Relationship Management tool
  • Manage escalations with internal staff members via email
  • Offer support to Shoppers Drug Mart/Pharmaprix relating to injection-administration at a Specialty Centre of Excellence location
  • Coordinate with external partners to effectively facilitate the dispensing of prescriptions at all retail pharmacies.
  • Provide retail support to all pharmacy staff for procurement, reimbursement and processing of claims related to specialty medications.
  • Flexibility to work rotating shifts between the hours of 8AM to 8PM (EST)

What You'll Need:

  • College or University degree in a related field
  • Experience in the pharmacy, healthcare or reimbursement industry (2 to 3 years minimum)
  • A team player with the desire to provide superior store support
  • Excellent communication skills, verbal and written
  • Strong computer skills in a Windows environment using MS Office (Excel, Word, Outlook)
  • Pharmacy Assistant or Technician with AssystRx, HealthWATCH, New HealthWATCH, and/or Kroll experience is an asset
  • Experience with a Customer Relationship Management tool, such as Patient Connect Platform and Salesforce is an asset
  • Fluency in French considered an asset

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You'll Succeed:

At Shoppers Drug Mart Inc., 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.

Employment Type:

Full time

Type of Role:

Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation's evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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