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?**

**Nature and Scope**:
The Patient Care Coordinators 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 patient support programs, obtaining and documenting patient information, triaging calls to appropriate team members and supporting the Patient Care Specialists with specific tasks. 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. This position has a permanent work from home option - remote workers within Canada are welcomed to apply.

**Primary Responsibilities**:

- **Complies with all appropriate policies, procedures, safety rules and regulations.**:

- **Performs related duties as assigned.**:

- **Respond to incoming customer-related calls from patients, pharmacies and clinics, and perform outbound call as required.**:

- **Create patient records for new enrolments**:

- **Index patient documents coming in from clinics, MD offices, pharmacies, and insurance companies to the appropriate files.**:

- **Provide exceptional customer service to all parties, ensuring that the unique needs of patients, clinics and program requirements are met.**:

- **Results driven; must meet or exceed establish performance metrics.**:

- **Audits and maintains various reports specific to his/her business location by checking for errors, inconsistencies or discrepancies; makes corrections and notifies appropriate personnel of any modifications.**:

- **Ensure that department schedules and calendars are kept updated.**:

- **Drafts and type correspondence and/or presentations to be sent to internal and external contacts.**:

- **Assist with projects as requested.**:

- **Support Patient Care Specialists in administrative tasks by obtaining drug coverage for patients.**:

- **Coordinate renewal cases with insurance companies, physicians’ offices and healthcare professionals in order to maximize reimbursement solutions.**:

- **Coordinator will also be assigned other duties and tasks as required from time to time.**:
**Behavioral Competencies**:

- **Excellent communication skills**:

- **Ability to create and maintain trust in working relationships**:

- **Ability to face challenges and drive for results**:

- **A team player with the desire to provide superior customer care.**:
**Additional Qualifications**:

- Must be Bilingual (English and French; verbal and written)
- **Strong interpersonal skills**:

- **Strong analytical and mathematical skills**:

- **Strong organizational skills; attention to detail**:

- **Ability to resolve issues quickly and efficiently**:

- **Ability to represent a positive and professional image**:

- **Strong knowledge of Microsoft Word, Excel, Power Point and Outlook**:

- **Ability to implement processes resulting in satisfactory audit practices**:

- **Ability to consistently meet deadlines**:

- **Excellent problem solving skills; ability to resolve issues effectively and efficiently**:

- **Minimum 1-year Call Center experience, Healthcare or Insurance Experience an asset.**:

- **Post-secondary Education an asset.**

**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 _Academy_.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

**How You’ll Succeed**:
At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

**Employment Type**:
Full time

**Type of Role**:
Regular

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we cre