Bilingual Patient Care Coordinator

**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?**

**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) mandatory.
- 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.

**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 _Ac