Bilingual Supervisor, Patient Care in Mississauga

Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

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.

Why this role is important?

The Supervisor Patient Care Specialty is responsible for overseeing the day-to-day operations for the oncology PCS 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.

What You Will Do

• 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 workflows 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 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 elevate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes.
• Manage the PCS team daily by leading team meetings, managing performance, and completing the annual APDR process where required.
• Identify training needs of the PCS team; provide or seek training as required for the team on a regular basis including the latest trends in oncology PSPs.
• Support the PCS 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.
• Ensure the team are equipped with the knowledge and skills to meet the needs of external stakeholders including Drug Access Navigators (DANs).
• 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 to support the PCS 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, and 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.

What You Will Need

• 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 (e.g., physicians, nurses, pharmacists).
• 3-5 years’ experience in a Customer Service or Call Centre setting.
• Experience working in oncology care.
• 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.
• Bilingualism (French & English) an asset.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas.

Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

Please Note: Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.