Bilingual Patient Care Specialist

6 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?**

Bilingual Patient Care Specialist

**Why work at Specialty Health Network?**

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks

Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada - making your career opportunities within our larger organization - endless

**Basic Function**

Reporting to the Program Manager of Specialty Programs, 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 with Specialty Health Network through their treatment journey.

**Nature and Scope**

The Patient Care Specialist is the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Program Manager. 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, 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
- 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
- Works collaboratively with Program Management, other Patient Care Specialists, and Nurse Case Manager to address patients concerns or needs and escalations interrupting the patient journey
- 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**
- Bilingual (English and French; verbal and written) required
- Minimum 2-year call center experience, healthcare or insurance experience an asset
- Post-secondary education an asset
- A team player with the desire to provide superior customer care experiences
- Experience with private and public drug reimbursement plan
- Excellent communication skills, verbal and written
- Strong computer skills in a Windows environment using MS Office (Excel, Word)
- Working experience with Pure Connect - Genesys is an asset
- Working experience with Salesforce is an asset
- Flexible to work rotating shifts, Monday - Friday 8am - 8pm EST
- Occasional overtime may be required

**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 Shoppe

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