Bilingual Patient Care Specialist

2 months ago

Mississauga, Canada Specialty Health Network Inc. 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?**

**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?**

Bilingual Patient Care Specialist

**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, also 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 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 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 - for example 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**
- Mandatory Bilingualism in both French & English is required.
- College Diploma or University Degree 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)
- Experience with public (provincial and federal) and private third-party drug reimbursement plans.
- 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 (CRM) database, such as Salesforce, is an asset.
- Demonstrated ability to work successfully within a fast paced, team-based environment.
- Excellent communication skills, written and ve

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