Bilingual Patient Care Specialist

Location: 400 Sainte-Croix Ave, Saint-Laurent, Quebec, H4N 3L4

At Shoppers Drug Mart/Pharmaprix, we innovate in health and wellness across Canada. From prescriptions to no-appointment clinics, through to our much-loved loyalty program, we care for our customers and support them through new approaches every day.

With over 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart/Pharmaprix network is an amazing place to work and shop. We are committed to building a talented team that promotes collaboration, generosity, and inclusion. Join our team and contribute to creating a healthy future for your career and for all Canadians.

Why is this role important?

Recommended candidates should not apply directly for this position.

All candidate recommendations must first be submitted in Workday by a current Loblaw colleague.

Be accountable for the owners of our local stores and find different ways to support them as part of your work within the store services and central office of Shoppers Drug Mart/Pharmaprix. Provide excellent service, specialized expertise, and practical advice to support pharmacy owners and their staff to offer the best in health, beauty, and convenience to Canadians.

Why is this position important?

Bilingual Patient Care Specialist (Quebec)

Remote Position COVID-19 is a serious disease that has had devastating effects on Canadians and the global population. As a leader in health and wellness for millions of Canadians, our goal is to help them "live well, live fully."

To support this goal, we have adopted a COVID-19 vaccination policy to protect the health and wellness of our colleagues as we continue our progressive deployment of office reopening. Colleagues will need to be fully vaccinated or regularly test for COVID-19 antigen rapid tests to access the workplace.

The Specialized Health Network (or SHN, as we call it) is a growing division of Pharmaprix that demonstrates strong entrepreneurial spirit. We are proud of our amazing work culture and evolving in a very pleasant environment! We offer competitive pay, excellent benefits, Pharmaprix discounts, a GoodLife gym membership discount, retirement and REER plans, an employee share ownership plan, professional development, and many other benefits!

Loblaw, the largest employer in Canada, acquired Pharmaprix in 2014, making your career opportunities limitless within our entire organization!

Why work within the Specialized Health Network?

Within the Specialized Health Network of Pharmaprix, we are continuously looking to recruit amazing people to strengthen our culture. We believe that amazing people shape our values, are authentic, build trust, and create connections. If this description resonates with you and you are open-minded, have a good attitude towards change, and enjoy the challenges of a dynamic retail environment, apply today.

Core Function

The Patient Care Specialist (PCS) is the single point of contact for enrolled patients in the patient support program. It is the responsibility of the Patient Care Specialist to ensure that the services offered by the programs are managed and delivered effectively with the highest quality customer service. This colleague is action-oriented, demonstrates diplomacy and understanding, and ensures that patients have a positive experience with the Specialized Health Network during their treatment.

Nature and Scope

The Patient Care Specialist is the main point of contact for patients and, in some programs, the single point of contact for the group of clinics and offices in that territory. The Patient Care Specialist will collaborate with other Patient Care Specialists and a Case Manager or On-Site Case Manager for the designated territory, depending on the program. The end-to-end support provided by this team will enhance the patient and physician experience with the support program and promote positive outcomes for patients. Attention to key performance indicators for the targeted client group for the program is essential for this position.

Tasks

• Act as the single point of contact for enrolled patients in the support program and prescribing physicians, as applicable
• Make welcome calls to gather relevant information, present the patient support program, and obtain patient consent, as needed
• Inform patients about the entire program; for example, case management support, reimbursement support, self-injection training, prescription coordination, and continuous compliance
• Understand the medication very well
• Maintain a high level of knowledge of the public and private sector reimbursement mechanisms, specifically those in the assigned territory
• Advocate for patients, explore all medication financing options, determine coverage details, and develop and maintain complete and accurate documentation required to support the reimbursement process
• Administer financial trials and manage all aspects of the program's financial assistance, as applicable
• Ensure the effective coordination of patient services for the program for rapid and continuous access to treatment, including self-injection training
• Work collaboratively with program management, other Patient Care Specialists, and the In-Store Case Manager or Case Manager (depending on the program) to address patient concerns or needs and to handle hierarchical appeals that disrupt the patient's journey
• Communicate with clients periodically to confirm adherence and coordinate medication delivery (including date and time)
• Report immediately or as soon as possible all adverse events (AE) and product technical complaints (PTC), in accordance with existing policies and procedures

Qualifications

• College or university degree required
• 2 to 3 years of experience in the pharmaceutical or healthcare sectors, and preferably having worked directly with patients and other healthcare professionals (e.g., doctors, nurses, pharmacists)
• Experience with public (provincial and federal) and private third-party drug insurance programs
• 2 to 3 years of experience in customer support or call center
• Strong computer skills in a Windows environment with MS Office and experience with a Customer Relationship Management (CRM) database, an asset
• Bilingualism in English and French required
• Proven ability to work in a dynamic and team environment
• Excellent communication skills, both verbal and written, to effectively interact with patients and clients
• Proven ability to analyze and interpret information, data, and regulations
• Strong attention to detail and proven ability to make sound decisions
• Professional proficiency in English, both orally and in writing, is required to provide support to patients across Canada, as needed.
• Flexibility to work long hours and overtime, if needed
• Ability to work according to a flexible schedule between 8 am and 8 pm.
• Why work at Pharmaprix?

By working as an internal customer support consultant and pharmacy owner support, you will gain retail experience while working for a nationally recognized, award-winning brand. You will benefit from an employee purchasing program, competitive compensation, and online training offered in the *Academy*.

Assume the responsibilities of your work and find new ways to support your co