Bilingual Supervisor, Patient Care

**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?**

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued - as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

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

Shoppers Drug Mart Specialty Health Network 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.

**Nature and Scope**

The Supervisor Patient Care Specialty is responsible for overseeing the day-to-day operations for the oncology PCS team. The scope of these tasks can include but will not be limited to overseeing the program case load, escalations where needed, coaching, and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc., and managing the required scope of service for a variety of programs. Attention to and the ability to coach to customer Key Performance Indicators (KPIs) identified for the program is fundamental to this role.

**What you will do**
- Monitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlog
- Responsible for overseeing processes and workflows to ensure patient, scheduling and clinic location, and coordination of prescription to SDM stores are aligned with business objectives, client, and patient satisfaction
- Work with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achieved
- Ensure appropriate level of staffing to cover required shift schedules
- Assist with the implementation of new programs requiring PCS support
- Support the day-to-day needs of the PCS through collaboration with management teams, Field Case Managers/Case Managers, and other departments as necessary
- Liaise with the Field Case Management/Case Management teams to escalate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes
- Manage the PCS team daily by leading team meetings, managing performance, and completing the annual APDR process where required
- Identify training needs of the PCS team; provide or seek training as required for the team on a regular basis including the latest trends in oncology PSPs
- Support the PCS to be a patient advocate, exploring all options for funding of medications, determine coverage details, advise on initiating appeals, and managing reimbursement escalations to facilitate a successful outcome of the reimbursement process
- Ensure the team are equipped with the knowledge and skills to meet the needs of external stakeholders including Drug Access Navigators (DANs)
- Maintain knowledge of all company policies and procedures with high emphasis placed on ethical conduct and str