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. Join our team, and help recognize a healthy future for your career and for all Canadians.

SKILLS AND QUALIFICATIONS

• Bilingual (English and French; verbal and written) mandatory.
• Minimum 2-year Call Center experience, Healthcare or Insurance Experience an asset.
• Post-secondary education an asset.
• A team player with the desire to provide superior customer care experiences.
• Experience with public (provincial and federal) and private third-party drug reimbursement plans
• Excellent communication skills, verbal and written.
• Strong computer skills in a Windows environment using MS Office (Excel, Word).
• Working experience with Salesforce is an asset.
• Flexible to work rotating shifts, Monday – Friday 8am – 8pm EST.
• Occasional overtime may be required.

PRINCIPAL ACCOUNTABILITIES

• Responds to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files within SLA’s
• Triages calls to appropriate team members
• Indexing patient documents received from but not limited to; clinics, MD offices, patients and insurance companies; and create files as needed
• Monitor files and reports for data integrity and action appropriately
• Collaborate effectively with Patient Support Program and with associated service team members to ensure seamless patient journey and experience
• Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy
• Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met
• Understands the molecule(s) in full detail
• Act as a patient advocate, assist with determining coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process
• Coordinates program services such as SA renewals, patient check-ins ensuring continued access to therapy and program offerings
• Completes and/or reviews Special Authorization (SA) forms prior to submission to payor
• Follow up with Payors to secure and maintain coverage
• Results driven - must meet or exceed establish performance and quality metrics
• Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)
• 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
• Other responsibilities as required

TYPE OF ROLE:

Regular
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.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.