Health Services Coordinator

Shoppers Drug Mart•Mississauga, ON

4d•CA$44,000 - CA$60,500•Onsite

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. Reporting to the Manager of Customer Care, the Health Services Coordinator’s primary objectives are to respond to inbound inquiries, schedule deliveries of medication with patients and couriers, indexing patient documents and triaging calls to the appropriate department/personnel. As well as any other duties as assigned. 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. The Health Services Coordinator is directly responsible for coordinating and organizing deliveries of medication; indexing patient documents and general customer service items required during these processes. Nature and Scope The Health Services Coordinators are the first line of contact for patients, caregivers, 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, coordinating subsequent patient deliveries between patients and couriers, conducting refill pharmacy calls to patients, triaging to: clinical services team for nurse training and counseling, reimbursement specialists for coverage assistance and inquiries, finance and other departments within the company. The incumbent must be able to work effectively, with short lead times and changing customer demands. The Health Services Coordinator must carry out duties and responsibilities in accordance with internal polices and procedures, as well as maintaining timelines based on contractual obligations. The Health Services Coordinator also needs to have excellent communication skills, detailed oriented and be able to adapt well to changing priorities while multitasking, prioritize work, and meet deadlines. The expectation is that HSC’s will be cross trained on all activities and tasks required to support the departments work volumes.

Requirements

Minimum 1-year Call Center experience, Healthcare or Insurance Experience an asset.
A team player with the desire to provide superior customer care.
Excellent communication skills, verbal and written.
Strong computer skills in a Windows environment using MS Office (Excel, Word).

Nice To Haves

Bilingual (English and French; verbal and written) preferred.
Working with PMS Systems such as HealthWatch and Kroll is an asset.
Post Secondary Education an asset.
Working experience with Pure Connect- Genesys is an asset.

Responsibilities

Respond to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files or follow-up of scheduled deliveries.
Perform outbound calls including but not limited to scheduling patient deliveries, conducting pharmacy refill calls for on-going therapies.
Indexing patient documents coming in from clinics, MD offices, pharmacies, and insurance companies to the appropriate files. Or creating files as needed.
Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met.
Results driven - must meet or exceed establish performance metrics.
Assisting Manager, Customer care with projects as requested.
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.