Field Case Manager

**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?**

Eastern Ontario / Ottawa - remote role

**Basic Function**
The Nurse Field Case Manager (FCM) is responsible for a collaborative process of ongoing assessment, planning, facilitation, service coordination, evaluation, and advocacy to meet the patient /physician/client needs through flawless customer service. The Nurse Field Case Manager will deliver through expert communication skills and available resources, quality and cost-effective treatment outcomes for the patient. The Nurse Field Case Manager will work directly with the reimbursement team to help secure drug coverage.

**Nature and Scope**
The Nurse Field Case Manager will help support a busy case load in Western Canada providing disease state, molecule education and training to patients and care-givers, service coordination, in-clinic and telephone support, monitoring of adherence, and side effect management. Building strong working relationships, collaboration, effective communication and attention to detail both internally and externally are key responsibilities to meet specific team and business objectives. In addition, the Nurse Field Case Manager will attend pre-booked training sessions, complete self-learning assignments and independent studies while adhering to SDM Specialty Health Network Standard Operating Procedures, Policies, and the College of Nurses Standards of Practice.

**What you will do**:

- Responsible for a patient and physician/clinic case load
- Act as the primary resource & contact for patients, physicians, Health Care Professionals and vendors.
- Coordinates & facilitates the client progress from enrollment and throughout therapy
- Ensure thorough documentation in patient file to ensure continuity of care is maintained and that any changes in patient care are clearly identified and transitioned accordingly
- Provide status updates related to reimbursement; patient training requirements; pharmacy dispensing/ delivery/refill requests
- Report all Adverse Event (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures.
- Promotes communication and coordination between the MDs/pharma/patients/clinic staff and other departments within SDM Specialty Health Network
- Provide in-clinic training & build relationships on behalf of the program
- Work collaboratively with the Pharma company representatives
- Respect confidentiality, advocate for patients/families to facilitate positive outcomes, and ensure that ethical issues are identified and resolved according to the Canadian Nurses Association Code of Ethics
- Demonstrate commitment to Continuous Quality Improvement
- Maintain high standards of professional practice by adhering to the ethics of the profession and keeping abreast of the latest professional advances
- Assume responsibility for personal and professional development
- Other responsibilities as required by SDM Specialty Health Network

**What you will need**:

- Registered Nurse with a current, unrestricted license in the province of employment. BScN preferred, however, a combination of experience and education will be considered
- Disease state experience in Gastroenterology, Rheumatology, Dermatology, Neurology (MS) an asset; specialty biologic strongly preferred
- Proficient in reimbursement landscape and completion of Special Authorization and Appeal Letters
- Recent experience with Patient Support Programs (PSP)
- Demonstrated customer/account focus and consistently deliver on the PSP value proposition
- Fluently bilingual in both written and spoken languages is an asset (French & English)
- Five or more years direct clinical experience
- Strong telephony skills
- Demonstrated leadership experience and ability to work under pressure
- Ability to provide an organized, efficient approach to case management
- Possession of excellent skills in assessment, communication, critical thinking and decision making
- Ability to demonstrate understanding of SDM Specialty Health Network policies, legal considerations and professional ethics
- Ability to adapt to a changing environment
- Commitment to the principle of quality client-centered service delivery
- Knowledge of case management processes
- Valid driver’s license and with reliable vehicle

**Why work at Shoppers Drug Mart