Bilingual Supervisor, Patient Care

at  Specialty Health Network Inc

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

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 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 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 team on a daily basis by leading team meetings, managing performance, and completing the annual APDR process where required
• Identify training needs of the PCS team and provide or seek training as required for the team on a regular basis
• 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
• 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 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: Siebel, Chronos, SDM Google Calendar, 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.

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.