Bilingual Patient Care Specialist/Spécialiste bilingue des soins aux patients

Shoppers Drug Mart•Montreal, QC

1d•CA$52,000 - CA$71,500•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. In the Shoppers Drug Mart Specialty Health Network (SHN), we are continuously looking to recruit great people to 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. The Patient Care Specialist (PCS) is the single point of contact for patients enrolled in the patient support program. The PCS is responsible for ensuring that program offerings are managed and delivered effectively with the highest quality customer service. This colleague is action-oriented, demonstrates diplomacy and understanding, and ensures patients have a positive experience with the Specialty Health Network during their treatment. The PCS is the primary point of contact for patients and, in some programs, the single point of contact for the clinic and office group in that territory. The PCS will collaborate with other PCSs and a Case Manager or Field Case Manager for the designated territory, depending on the program. The superior end-to-end support offered by this team will enhance the patient and physician experience with the support program and promote positive patient outcomes. Attention to the client KPIs for the targeted program is essential for this role.

Requirements

College or University diploma required
2 to 3 years of experience in the pharmaceutical or healthcare sectors, and preferably have worked directly with patients and other healthcare professionals (e.g., physicians, nurses, pharmacists)
Experience with public (provincial and federal) and private third-party drug insurance plans
2 to 3 years of customer support or call center experience
Strong computer skills in a Windows environment with MS Office and experience with a customer relationship database, an asset
Bilingualism in English and French required
Proven ability to work in a dynamic, team-oriented environment
Excellent communication skills, both verbal and written, to interact effectively with patients and clients
Proven ability to analyze and interpret information, data, and regulations
Strong attention to detail and proven ability to make informed decisions
Flexibility to work extended hours and overtime, as needed
Ability to work a flexible schedule between 8 a.m. and 8 p.m.

Nice To Haves

experience with a customer relationship database, an asset

Responsibilities

Act as the single point of contact for patients enrolled in the support program and for prescribing physicians, where applicable
Perform welcome calls to gather relevant information, introduce the patient support program, and obtain patient consent, as needed
Inform patients about the full program; for example, case management support, reimbursement support, injection training, prescription coordination, and ongoing compliance
Understand the drug product very well
Maintain a high level of knowledge of public and private sector reimbursement mechanisms, specifically those in the assigned territory
Advocate for patients, explore all drug funding options, determine coverage details, and develop and maintain complete and accurate documentation required to support the reimbursement process
Administer financial assessments and manage all aspects of the program’s financial assistance, where applicable
Ensure efficient coordination of program patient services for timely and continuous access to treatment, including injection training
Work collaboratively with program management, other PCSs, and the in-store Case Manager or Case Manager (depending on the program) to address patient concerns or needs and to escalate appeals that interrupt patient pathways
Communicate with clients periodically to confirm adherence and coordinate drug delivery (including date and time)
Report all Adverse Events (AEs) and Product Technical Complaints (PTCs) immediately or as soon as possible, in accordance with current policies and procedures