Supervisor, Patient Care

Shoppers Drug Mart•Mississauga, ON

9d•CA$60,000 - CA$82,500•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. Nature and Scope The Patient Care Supervisor is responsible for overseeing the day-to-day operations for the PCS/PCC team. The scope of these tasks can include, but will not be limited to: overseeing the program case load, escalations where needed, coaching and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc, and managing the required scope of service for a variety of programs. Attention to and the ability to coach to customer Key Performance Indicators (KPIs) identified for the program is fundamental to this role.

Requirements

University degree
Proven experience in a leadership/supervisory role, preferably in a Customer Service, Call Centre, or pharmaceutical industry setting
3-5 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists)
3-5 years’ experience in a Customer Service or Call Centre setting
Good understanding of Specialty Pharmacy business, structure of programs, delivery of program services, customer base and client-centered approach
Must work well under pressure, with changing deadlines from external forces, changing priorities and projects with multiple individuals within the organization
Incumbent must have superior relationship building skills as they deal with individuals at all levels of the organization

Nice To Haves

Bilingualism (French & English) preferred

Responsibilities

Monitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlog
Responsible for overseeing processes and work flows to ensure patient, scheduling and clinic location, and coordination of prescription to SDM stores are aligned with business objectives, client, and patient satisfaction
Work with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achieved
Ensure appropriate level of staffing to cover required shift schedules
Assist with the implementation of new programs requiring PCS support
Support the day-to-day needs of the PCS/PCC through collaboration with management teams, Field Case Managers/Case Managers, and other departments as necessary
Liaise with the Field Case Management/Case Management teams to escalate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes
Manage the PCS/PCC team on a daily basis by leading team meetings, managing performance, and completing the annual performance review process where required
Identify training needs of the PCS/PCC team and provide or seek training as required for the team on a regular basis
Support the PCS/PCC to be a patient advocate, exploring all options for funding of medications, determine coverage details, advise on initiating appeals, and managing reimbursement escalations to facilitate a successful outcome of the reimbursement process
Maintain knowledge of all company policies and procedures with high emphasis placed on ethical conduct and strict confidentiality of client information
Understand the molecule(s) in full detail in order to support the PCS/PCC team
Responsible to report and identify adverse events and product complaints
Ability to work and train in the various IT platforms of SHN which include but are not limited to: Salesforce, Microsoft Office, SHN Reporting
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.