Virtual Card Services 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?**

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.

We are hiring a Manager, Virtual Card Services, Retail Specialty Support

**Basic Function**:
Principal Accountabilities
- Serve as the lead point of contact for all matters relating to the SHN Virtual Card
- Oversee all SHN Virtual Card caseloads, escalations where needed, training, coaching, and mentoring direct reports
- Focus on continuous improvements and best practices to drive operational excellence, and deliver related recommendations
- Effectively lead and develop a high performing team while consistently modeling success-oriented teamwork and leadership through guidance, coaching, collaboration, and courageous conversations
- Responsible for supporting the continued operations relating to the SHN Virtual Card including a core team member for all patient support program launches
- Work cross-functionally with various departments across the organization to implement programs to be supported for pharmacies servicing specialty patients in a retail environment
- Perform ongoing audits of claims made to virtual cards and escalate to internal teams or virtual card vendor for rebill or validations when required
- Present to program management and senior leaders total dollar recouped from conducting regular audits
- Provide training on virtual card to colleagues
- Create and maintain job aids relating to the virtual card
- Build and maintain strong relationships internally and externally
- Key point of contact with SHN virtual card vendor
- Work with various business units to document needs for future upgrades, training issues and refresher sessions
- Responsible for developing and maintaining the data structures required to monitor product attributes and performance to proactively identify issues
- Provide exceptional customer service to all parties requesting assistance, ensuring that the unique needs of the individual’s requirements are met
- Carry out duties and responsibilities in accordance with internal policies and procedures, as well as maintaining timelines based on contractual obligations
- Create, review and audit reports for Financial Assistance across the SHN programs
- Data management and secure file transfer
- Run, validate, and review reports, analyze trends, opportunities, and weaknesses, and summarize for report end users which includes internal employees and clients
- Maintain business requirements, functional requirements, and technical specification documentation for all reports
- Liaise with internal staff who provide and support program services
- 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

Qualifications and Skills:

- A minimum of 2-5 years of relevant work experience
- Strong computer skills in a Windows environment using MS Visio, PowerPoint and Word
- Intermediate or Expert level Excel
- Well-developed analytical and problem-solving skills
- Familiarity with CRM platforms (SalesForce, PatientConnect, etc.)
- A team player with the desire to provide superior customer care
- Able to multitask, prioritize work, and meet deadlines
- Excellent communication skills, verbal and written
- Work effectively, with short lead times and