Bilingual Patient Care Coordinator

Shoppers Drug Mart•Mississauga, ON

1d•CA$44,000 - CA$60,500•Remote

About The Position

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. Basic Function: The Patient Care Coordinator (PCC) is responsible 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 Coordinator (PCC) 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.

Requirements

Mandatory Bilingualism in both French & English is required.
Able to work from a home-based office.
Minimum 2-year Call Center experience, Healthcare or Insurance Experience an asset.
Post-secondary education an asset.
A team player with the desire to provide superior customer care experiences.
Experience with public (provincial and federal) and private third-party drug reimbursement plans
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.
Flexible to work longer hours, overtime as required.

Nice To Haves

Healthcare or Insurance Experience an asset.
Post-secondary education an asset.
Working experience with Salesforce is an asset.

Responsibilities

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