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 a much-loved loyalty program, we take care of 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.

Bilingual Patient Care Specialist (Remote Position)

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

Loblaw, Canada's largest employer, acquired Pharmaprix in 2014, making your career opportunities limitless across our entire organization!

Why work in the Specialty Health Network?

In Pharmaprix's Specialty Health Network, 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 program's service offerings are managed and delivered effectively with the highest quality customer service. This colleague is action-oriented, diplomatic, and understanding, and ensures that patients have a positive experience with the Specialty Health Network during their treatment.

Nature and Scope

The Patient Care Specialist is the primary point of contact for patients and, in some programs, the sole 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 an on-site Case Manager or Field 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 foster positive outcomes for patients. Attention to key performance indicators targeted 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
• Conduct 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
• Have a thorough understanding of the medication
• Maintain a high level of knowledge of 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 facilitate the reimbursement process
• Administer financial trials and manage all aspects of the program's financial assistance, as applicable
• Ensure the efficient coordination of the program's patient services 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 Field Case Manager (depending on the program) to address patient concerns or needs and to handle hierarchical appeals that disrupt patients' progress
• Communicate with clients periodically to confirm enrollment 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 plans
• 2 to 3 years of experience in customer support or call centers
• Strong computer skills in a Windows environment with MS Office and experience with a customer relationship management database, an asset
• Bilingualism in English and French required
• Proven ability to work in a dynamic and team environment
• Excellent verbal and written communication skills 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
• Flexibility to work long hours and overtime, if needed
• Ability to work according to a flexible schedule between 8 a.m. and 8 p.m.
• Why work at Shoppers Drug Mart?

As a consultant supporting internal clients and affiliated pharmacy owners, you will gain unique experience in the retail sector while working for a nationally recognized brand. You will benefit from the Employee Purchase Program, a competitive pay, and online learning opportunities through *Academy*.

Take charge of your job and find other ways to care about your work, your colleagues, your customers, and your community.

How to Succeed:

At Shoppers Drug Mart/Pharmaprix, we are always looking for amazing people to continuously strengthen our culture. We believe that amazing people shape our values, are authentic, build trust, and create connections.

If this 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.

Employment Type: Full-time

Role Type

• Regular Position

Shoppers Drug Mart/Pharmaprix recognizes that Canada's cultural diversity is a national source of pride and a symbol of strength. We have made it a priority to reflect the growing diversity of Canada in the products we sell, the people we hire, and our corporate culture. Accommodations are available upon request for applicants and colleagues with disabilities.

Furthermore, we believe that compliance with the law means doing the right thing. Compliance with the law is part of our Code of Conduct; it reinforces what our customers and stakeholders expect from us.

Note: If you have access to Employee Self-Service (ESS) in Workday, please apply to