Bilingual Senior Coordinator, Programs

Location:

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?

Senior Coordinator, Clinical Programs – BILINGUAL

REMOTE LOCATION

Job Description

Basic Function

This position is responsible for coordinating and supporting all aspects of Clinical programs with a specific focus on the coordination of patient intake, nurse/pharmacist and patient availability, scheduling, and communication to support the program(s) in a designated region.

Nature and Scope

The Senior Coordinator, Clinical Programs will be responsible to provide superior customer service when coordinating scheduling of services with identified Shoppers Drug Mart (SDM) retail pharmacies, patients, and health care professionals (HCP). Attention to business objectives and customer Key Performance Indicators (KPI's) identified for the program(s) will be fundamental to the success of the incumbent in this role.

What you will do

· Develop effective working relationships with internal and external clients to facilitate communication to ensure patient satisfaction and KPIs

· Develop and maintain strong working relationships with SDM, regional nursing team, nursing sub-contract agencies, program and nursing management will be a priority

· Responsible to manage multiple computer systems for input and scheduling

· Responsible to ensure accuracy and completeness of all documentation received at time of patient enrollment and timely follow up for enrollments

· Responsible for review of Post Visit Nurse/Pharmacist Report completion and follow up, including the collection and filing of hard copies where applicable

· 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

· Responsible to coordinate ordering and deliveries and track all clinical supplies as required for the programs

· Responsible to report feedback from patients regarding services rendered as part of the program to ensure continuous quality improvement

· Ensure timely and effective resolutions for HCP and urgent clinic issues and support problem solving to resolution

· Ensure processes improvements are identified for multiple computer applications to ensure efficient day to day workflow is achieved

What you will need

· 2-3 years' experience coordinating health related services directly to patients and in collaboration with other health professionals (i.e., physicians, nurses, pharmacists)

· Good understanding of Specialty Pharmacy business, structure of patient support programs, delivery of program services, customer base and how to deliver client-centered services

· Excellent customer relations, problem-solving, organizational and communications skills

· High level of competency with computer systems

· Ability to work 8 hours shifts between 08:00AM – 08:00PM EST

· Bilingual French Canadian is required

Coordonnateur principal, Programmes cliniques - BILINGUE

LIEU DE TRAVAIL À DISTANCE

Description du poste

Fonction de base

Ce poste est responsable de la coordination et du soutien de tous les aspects des programmes cliniques, en particulier de la coordination de l'admission des patients, de la disponibilité des infirmières/pharmaciens et des patients, de la planification et de la communication pour soutenir le(s) programme(s) dans une région désignée.

Nature et portée

Le coordinateur principal des programmes cliniques est chargé de fournir un service à la clientèle de qualité supérieure lors de la coordination de la programmation des services avec les pharmacies de détail Shoppers Drug Mart (SDM) identifiées, les patients et les professionnels de la santé. L'attention portée aux objectifs commerciaux et aux indicateurs clés de performance (KPI) identifiés pour le(s) programme(s) sera fondamentale pour le succès du titulaire de ce poste.

Ce que vous ferez

- Développer des relations de travail efficaces avec les clients internes et externes afin de faciliter la communication pour assurer la satisfaction des patients et les KPI

- Développer et maintenir de solides relations de travail avec le SDM, l'équipe infirmière régionale, les agences de sous-traitance infirmière, la gestion du programme et des soins infirmiers sera une priorité

- Responsable de la gestion de plusieurs systèmes informatiques pour l'entrée et la programmation

- Responsable d'assurer l'exactitude et l'exhaustivité de toute la documentation reçue au moment de l'inscription des patients et le suivi en temps opportun des inscriptions

- Il est responsable de l'examen du rapport de l'infirmière/du pharmacien après la visite et du suivi, y compris de la collecte et du classement des copies papier le cas échéant, y compris la collecte et l'archivage des copies papier le cas échéant

- Signaler tous les événements indésirables (AE) et les plaintes techniques concernant les produits (PTC) immédiatement ou dès que possible après avoir pris connaissance de l'événement conformément aux politiques et procédures en vigueur

- Coordonner les commandes et les livraisons et assurer le suivi de toutes les fournitures cliniques requises pour les programmes

- Rapporter les commentaires des patients concernant les services fournis dans le cadre du programme afin d'assurer l'amélioration continue de la qualité. de rapporter les commentaires des patients concernant les services rendus dans le cadre du programme afin d'assurer une amélioration continue de la qualité

- Assurer une résolution rapide et efficace des problèmes du HCP et des problèmes cliniques urgents et soutenir la résolution des problèmes jusqu'à leur résolution

- Assurer l'identification des améliorations des processus pour de multiples applications informatiques afin d'assurer un flux de travail quotidien efficace

Ce que vous devez savoir

- 2 à 3 ans d'expérience dans la coordination de services de santé directement auprès des patients et en collaboration avec d'autres professionnels de la santé (médecins, infirmières, pharmaciens)

- Bonne compréhension des activités des pharmacies spécialisées, de la structure des programmes de soutien aux patients, de la prestation des services des programmes, de la clientèle et de la façon de fournir des services centrés sur le client

- Excellentes relations avec la clientèle, résolution de problèmes, compétences organisationnelles et de communication

- Haut niveau de compétence avec les systèmes informatiques

- Capacité à travailler par quarts de 8 heures entre 8 h et 20 h (heure de l'Est)

- Le bilinguisme français-canadien est exigé.

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. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

Employment Type:

Type of Role:

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 create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

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