Coordinator, Patient Care

Overview Join to apply for the Coordinator, Patient Care 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 loyalty program, we’re caring for our customers in new ways every day. With over 1,300 locally owned stores across Canada, we’re committed to building a talented team that champions collaboration, kindness and inclusivity. Why this role is important? You’ll contribute to communities across Canada by helping shape the future of Canadian retail. Our scale as one of the country’s largest employers, combined with our commitment to positively impacting lives, provides opportunities to grow your career and make a difference. Why work at Specialty Health Network? Specialty Health Network (SHN) is a growing division of Shoppers Drug Mart with an entrepreneurial spirit. We offer a competitive salary, a strong benefits package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development, and more perks. At Shoppers Specialty Health Network we seek great people who model our values and build trust. Basic Function Reporting to the Patient Care Supervisor, the Patient Care Coordinator’s primary objectives are to respond to inbound inquiries, triage calls to the appropriate team members, index documents, support data integrity practices, and work collaboratively with the program team and related services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience with Specialty Health Network throughout their treatment journey. Because this role handles 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. Nature and Scope The Patient Care Coordinators are the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include responding to customer inquiries related to the patient support program, obtaining and documenting patient information, triaging calls to appropriate team members, and ensuring data integrity to support the overall delivery of the Patient Support Program. The team’s end-to-end support enhances the patient and physician experience and drives positive outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role. What You Will Do Respond to incoming customer-related calls from patients, pharmacies and clinics regarding the status of active patient files within SLA. Triages calls to appropriate team members. Index patient documents from clinics, MD offices, patients, and insurance companies; create files as needed. Monitor files and reports for data integrity and take appropriate action. Collaborate with the Patient Support Program and related service teams to ensure a seamless patient journey. Coordinate program services to patients to ensure prompt and continued access to therapy. Provide exceptional customer service to all parties involved in Health Services, addressing the needs of patients, clinics and program requirements. Understand the molecule(s) in full detail. Act as a patient advocate, assist with coverage details, and maintain complete and accurate documentation to facilitate reimbursement outcomes. Meet or exceed established performance and quality metrics. Contact clients periodically to confirm adherence and coordinate medication delivery (date and time). Report all Adverse Events (AE) and Product Technical Complaints (PTC) promptly per policies and procedures. Other responsibilities as required. Skills And Qualifications Bilingual (English and French; verbal and written) is an asset. A team player with a focus on delivering superior customer care experiences. Excellent verbal and written communication skills. Strong computer skills in Windows environment using MS Office (Excel, Word). Experience with Salesforce is an asset. Flexible to work rotating shifts, Monday – Friday 8am – 8pm EST. Occasional overtime may be required. Ability to work from a home-based office. Our commitment to sustainability and social impact is an essential part of our business. We focus on Environment, Sourcing and Community and offer progressive careers, comprehensive training, flexibility, and competitive benefits. We are one of Canada’s Top Employers and Top Employers for Young People. If you are unsure whether your experience matches every requirement, we encourage you to apply anyway to contribute diverse perspectives. We are committed to diversity, equity and inclusion. We strive to create accessible environments for colleagues, candidates and customers. Requests for accommodations due to disability can be made at any stage of application and employment. Please note: candidates 18 years or older are required to complete a criminal background check. Details will be provided through the application process. Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application. Shoppers Drug Mart Inc. recognizes Canada’s diversity and is committed to providing equitable opportunities. Accommodation is available upon request for applicants with disabilities in recruitment and assessment and when hired. #J-18808-Ljbffr