Patient Care Specialist

**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?** **Why work at **Specialty **Health **Network?** COVID-19 is a serious condition and has had a devastating impact on Canadians and others across the globe. As a leading Health and Wellness provider for millions of Canadians, our goal is to help all Canadians "Live Life Well". In support of this goal, we have adopted a COVID-19 Vaccination Policy to protect the health and well-being of our employees as we continue our phased approach of office reopening. Employees will be required either to be fully vaccinated or undergo regular COVID-19 Rapid Antigen Screening in order to access the workplace. **Basic **Function**: 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 working with Specialty Health Network through their treatment journey. **Nature **and **Scope**: The Patient Care Specialist is the main point of contact for the patient and their healthcare providers. The Patient Care Specialist will work collaboratively with other Patient Care Specialists and the Patient Care Coordinators within a designated territory. 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 - 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, self-injection training, 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, specifically within assigned territory - 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; including self-injection training - Works collaboratively with Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent) to address patients concerns or needs and escalations interrupting the patient journey - 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 possbiel upon becoming aware of the event as per current policies and procedures **What **you **will **need**: - Bilingualism (French & English) required - College Diploma or University degree is required - 2- 3 years’ experience in the healthcare or pharmaceutical industry, preferably working with directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists) - Experience with private and public drug reimbursement plan - Excellent communication skills, verbal and written - A team player with the desire to provide superior customer care experiences. - Demonstrated ability to analyze and interpret information, data, and regulations. - Demonstrated ability to pay attention to details and make decisions using sound judgement. - Strong computer skills in a Windows environment using MS Office (Excel, Word) - Working experience with Five9 telephony system an asset - Working experience with Salesforce Patient Connect is an asset - Flexible to work rotating shifts, 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. Benef