Coordinator, Health Services

**All referred applicants must first be submitted through Workday by a current Loblaw Colleague.**:
**Location**:
1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.

**Why this role is important?**

**Basic Function**:
Reporting to the Senior Program Manager, the Health Services Coordinator’s primary objectives are to respond to inbound inquiries, schedule deliveries of medication with patients and couriers, indexing patient documents and triaging calls to the appropriate department/personnel. As well as any other duties as assigned.

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. 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.

The Health Services Coordinator is directly responsible for coordinating and organizing deliveries of medication; indexing patient documents and general customer service items required during these processes.

**Nature and Scope**:
The Health Services Coordinators are the first line of contact for patients, caregivers, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining to patient support programs, obtaining and documenting patient information, coordinating subsequent patient deliveries between patients and couriers, conducting refill pharmacy calls to patients, triaging to: clinical services team for nurse training and counseling, reimbursement specialists for coverage assistance and inquiries, finance and other departments within the company.

The incumbent must be able to work effectively, with short lead times and changing customer demands. The Health Services Coordinator must carry out duties and responsibilities in accordance with internal polices and procedures, as well as maintaining timelines based on contractual obligations.

The Health Services Coordinator also needs to have excellent communication skills, and be able to multitask, prioritize work, and meet deadlines.

**Principal Accountabilities**:

- Respond to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files or follow-up of scheduled deliveries.
- Perform outbound calls including but not limited to scheduling patient deliveries, conducting pharmacy refill calls for on-going therapies.
- Indexing patient documents coming in from clinics, MD offices, pharmacies, and insurance companies to the appropriate files. Or creating files as needed.
- Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met.
- Results driven - must meet or exceed establish performance metrics.
- Assisting Manager, Customer care with projects as requested.

**Skills and Qualifications**
- **Bilingual (English and French; verbal and written) preferred.**:

- **Minimum 1 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.
- Excellent communication skills, verbal and written.
- Strong computer skills in a Windows environment using MS Office (Excel, Word).
- **Flexible to work rotating shifts, call center is open Monday - Friday 8am - 8pm EST.**

**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 Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

**Employment Type**:
Full time

**Type of Role**:
Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

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