Patient Care Coordinator

Lieu:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1 300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable.  Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Pourquoi ce role est-il important?

Patient Care Coordinator

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well?. At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Why work at Specialty Health Network?
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! At Shoppers Specialty Health Network, 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.
 

Basic Function

Reporting to the Program Manager, the Patient Care Coordinator’s primary objectives are to handle new plan member  enrollments, respond to inbound inquiries, triaging calls to the appropriate team members, indexing documents and work collaboratively with the Patient Care Specialists. 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 Coordinators are the first line of contact for plan members, Nurse Case Managers, Retail Specialty Support and PSPs.. 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  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.

 

What you will do

• Responds to incoming customer related calls from plan members, PSPS, pharmacies and clinics regarding status of active patient files within SLA’s

• Triage calls to appropriate team members

• Indexing patient documents received from but not limited to; PSPs, clinics, MD offices, plan members and insurance companies; and create files as needed

• Works collaboratively with Patient Care Specialists to enhance the patient journey and experience

• Support special projects and initiatives as required to support PCS Operations

• 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, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process

• Results driven - must meet or exceed establish performance and quality metrics

• Assisting Manager, Patient Care Operations with projects as required

• Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)

• Monitor files and reports for data integrity and action appropriately

• Other responsibilities as required

 

Skills and Qualifications
• Bilingualism (French & English) preferred

• A team player with the desire to provide superior customer care experiences.

• Excellent communication skills, written and verbal, to interact effectively with patients and clients

• Strong Computer skills in a Windows environment using MS Office and experience using a customer relationship database is an asset

• Working experience with Salesforce is an asset

• Demonstrated ability to work successfully within a fast paced, team based environment
• Flexible to work longer hours, overtime as required

• Flexible to work rotating shifts, Monday-Friday 8am-8pm EST

Pourquoi travailler chez Shoppers Drug Mart?

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriétaires affiliés, vous acquerrez une expérience unique au secteur du commerce du détail tout en travaillant pour une marque nationale primée. Vous bénéficierez du Programme d’achat des employés, d’une rémunération concurrentielle et de possibilités d’apprentissage en ligne par l’intermédiaire de Académie.

Prenez en main votre emploi et trouvez d’autres façons de vous soucier de votre travail, de vos collègues, des clients et des membres de la collectivité.

Comment Réussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture.  Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens. 

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Shoppers Drug Mart/Pharmaprix considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

Hiring Range / Échelle salariale à l’embauche :

$44,000.00 - $60,500.00 / 44.000,00$ - 60.500,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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