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 Patient Care Supervisor, the Patient 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 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 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.
What you will do
- 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
- 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) required
- A team player with the desire to provide superior customer care experiences.
- 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
- Able to work from a home-based office
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
Coordonnateur des soins aux patients
Fonction principale
Relevant du gestionnaire principal, le/la coordonnateur(trice) des soins aux patients a pour principales responsabilités de traiter les inscriptions et les appels des nouveaux patients, de répondre aux demandes entrantes, de diriger les appels vers les membres de l'équipe concernés, d'indexer les documents et de collaborer avec les autres membres de l'équipe. Orienté(e) vers l'action, diplomate et compréhensif(ve), le/la titulaire veille à ce que les patients vivent une expérience positive avec le Réseau de santé spécialisé pendant leur traitement.
Comme ce poste nécessite l'accès à des informations hautement sensibles, le/la titulaire doit agir avec diplomatie et professionnalisme, et préserver la confidentialité des renseignements sur les clients, conformément à la politique du Réseau de santé spécialisé Shoppers Drug Mart/Pharmaprix et aux exigences légales.
Nature et portée
Le/La coordonnateur(trice) des soins aux patients est le premier point de contact pour les patients, les soignants, les médecins, les cliniques, les consommateurs, les professionnels de la santé et les pharmacies. Ses principales responsabilités comprennent la réponse aux demandes de renseignements des clients concernant le programme de soins virtuels, l'obtention et la documentation des renseignements sur les patients, le transfert des appels vers les membres de l'équipe concernés et le soutien de l'équipe dans certaines tâches. Le soutien complet et de qualité supérieure offert par cette équipe améliorera l'expérience des patients au sein du programme et favorisera des résultats positifs. L'attention portée aux indicateurs de performance clés pour les clients ciblés par le programme est essentielle pour ce poste. Ce poste offre la possibilité de télétravail permanent. Les candidatures des télétravailleurs du Canada sont les bienvenues.
Principales responsabilités
- Répondre aux appels entrants des patients, des pharmacies et des cliniques concernant l'état des dossiers patients actifs conformément à l'entente de niveau de service.
- Trier les appels vers les membres de l'équipe concernés.
- Enregistrer les patients, indexer les documents patients reçus des cliniques, des cabinets médicaux, des patients et des laboratoires, et créer des dossiers au besoin.
- Collaborer avec les membres de l'équipe pour améliorer le parcours et l'expérience des patients.
- Soutenir les projets et initiatives spéciaux, au besoin, afin de soutenir les opérations du programme.
- Assurer une coordination efficace des services aux patients du programme pour un accès rapide et fluide aux traitements.
- Offrir un service client exceptionnel à toutes les parties prenantes des services de santé, en veillant à ce que les besoins uniques des patients et les exigences du programme soient satisfaits.
- Comprendre parfaitement le programme et les médicaments.
- Agir en tant que défenseur des patients et élaborer et tenir à jour la documentation complète et précise nécessaire à la réussite du processus.
- Orienté résultats – doit atteindre ou dépasser les objectifs de performance et de qualité établis.
- Assister le directeur principal dans la réalisation des projets, au besoin.
- Communiquer régulièrement avec les clients pour confirmer la conformité et coordonner les rendez-vous de suivi.
- Signaler immédiatement ou dès que possible tous les événements indésirables (EI) et les réclamations techniques relatives aux produits (RTP), conformément aux politiques et procédures en vigueur.
Compétences et qualifications
- Bilingue (anglais et français, à l'oral et à l'écrit) de préférence.
- Au moins deux ans d'expérience en centre d'appels, en soins de santé ou en assurance, un atout.
- Études postsecondaires, un atout.
- Esprit d'équipe et désir d'offrir une expérience client supérieure.
- Expérience avec les régimes publics (provinciaux et fédéraux) et privés de remboursement de médicaments.
- Excellentes compétences en communication, à l'oral comme à l'écrit.
- Solides compétences informatiques dans un environnement Windows avec MS Office (Excel, Word).
- Une expérience de travail avec Salesforce est un atout.
- Possibilité de travailler selon des horaires rotatifs, du lundi au vendredi, de 8 h à 20 h (heure de l'Est).
- Des heures supplémentaires occasionnelles peuvent être requises.
Job Type: Full-time
Pay: $48,000.00-$55,000.00 per year
Benefits:
- Dental care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
Application question(s):
- Do you have experience with public (provincial and federal) and private third-party drug reimbursement plans?
Experience:
- Call Center: 2 years (preferred)
Language:
Work Location: Remote
