Bilingual Patient Care Coordinator

**Lieu**:
400 av Sainte-Croix, Saint-Laurent, Québec, H4N 3L4

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 détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable. Nous sommes déterminés à bâtir une équipe 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.

**Pourquoi ce role est-il important?**

**Why**work**at** Specialty**Health**Network?**

**Basic**Function**

Reporting to the Program Manager, the Care Coordinator’s primary objectives are to respond to inbound inquiries, triaging calls to the appropriate team members, indexing documents, supporting data integrity practices and working collaboratively with the program team and associated services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.

As the position deals with 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 Coordinator are the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining 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 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.

**Principal**Accountabilities**
- Responds to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files within SLA’s
- Triages calls to appropriate team members
- Indexing patient documents received from but not limited to; clinics, MD offices, patients and insurance companies; and create files as needed
- Monitor files and reports for data integrity and action appropriately
- Collaborate effectively with Patient Support Program and with associated service team members to ensure seamless patient journey and experience

Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy
- Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met
- Understands the molecule(s) in full detail
- Act as a patient advocate, assist with determining coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process
- Coordinates program services such as SA renewals, patient check-ins ensuring continued access to therapy and program offerings
- Completes and/or reviews Special Authorization (SA) forms prior to submission to payor
- Follow up with Payors to secure and maintain coverage
- Results driven - must meet or exceed establish performance and quality metrics
- 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
- Other responsibilities as required

**Skills**and**Qualifications**
- Bilingual (English and French; verbal and written) preferred.
- 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 public (provincial and federal) and private third-party drug reimbursement plans
- Excellent communication skills, verbal and written.
- Strong computer skills in a Windows environment using MS Office (Excel, Word).
- Working experience with Salesforce is an asset.
- Flexible to work rotating shifts, Monday - Friday 8am - 8pm EST.
- Occasional overtime may be required.

**Pourquoi travailler chez Shoppers Drug Mart?**

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriéta