Supervisor, Retail Specialty Support

2 weeks ago

Mississauga, Canada Shoppers Drug Mart Pharmaprix 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?**

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 d é tenus et exploit é s localement d ’ un oc é an à l ’ autre, le r é seau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable. Nous sommes d é termin é s à b â tir une é quipe 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.

**Why this role is important?**

Shoppers Drug Mart Specialty Health Network (SDMSHN) 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 Supervisor, Retail Specialty Support

Reporting to the Sr. Manager, Retail Specialty Support, you will be responsible for managing the team that provides national specialty support for all Shoppers Drug Mart and Pharmaprix retail locations as they care for specialty patients in their communities. You will be responsible for managing the coordination of referrals for specialty medications to pharmacies for patient’s receiving injection training by a pharmacist, dispensing through preferred pharmacy networks as well as supporting pharmacies through the Retail Specialty Support Program call line. You will also be responsible for triaging store escalations, as required.

**Duties:
- Responsible for overseeing the day-to-day specialty support related to SDM specialty programs executed at SDM pharmacies nationally
- Oversee all retail specialty program caseloads, escalations where needed, training, coaching and mentoring direct reports
- Monitor the queue and assign activities to team members, as required, putting activities in action to ensure completion
- Manage incidents and incident reporting for each program
- Manage escalations related to specialty referrals and adjudication support
- Monitor individual and program performance using reports and dashboards available
- Focus on continuous improvements and best practices to drive operational excellence, and deliver related recommendations
- Effectively lead and develop a high performance and diverse team while consistently modeling success-oriented teamwork and leadership through guidance, coaching, collaboration and courageous conversations
- 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

**Skills**:

- Bilingual (French fluency considered a valuable asset)
- Adaptable to set and prioritize work with varying exceptions and able to work with diverse personalities and styles
- Ability to deliver results in a high-pressure environment with the ability to set priorities and meet program requirements
- High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-based, dynamic environment
- Ability to operate within the context of a business environment to execute strategic and tactical plans, track trends and recommend alternative direction where necessary
- Ability to

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