Coordinator, Patient Care

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?

Reporting to the Manager, of Patient Care Operations, the Patient Care Coordinator’s primary objectives are to handle new patient 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.

Job Description

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.

Principal Accountabilities

• Responds to incoming customer related calls from patients, 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; clinics, MD offices, patients 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

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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