Patient Care Supervisor

Lieu:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1 300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable. Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Pourquoi ce role est-il important?

Why work at Shoppers Specialty Health Network?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU. Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

Shoppers Specialty Health Network 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.

At Shoppers Specialty Health Network, we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Nature and Scope

The Supervisor, Patient Care is responsible for overseeing the day-to-day operations of the 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 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 PCC/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 PCC/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 PCC/PCS team and provide or seek training as required for the team on a regular basis

• Support the PCC/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 PCC/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: PCP, 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.

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 (i.e. physicians, nurses, pharmacists)

• 3-5 years’ experience in a Customer Service or Call Centre setting

• 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

Pourquoi travailler chez Shoppers Drug Mart?

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriétaires affiliés, vous acquerrez une expérience unique au secteur du commerce du détail tout en travaillant pour une marque nationale primée. Vous bénéficierez du Programme d’achat des employés, d’une rémunération concurrentielle et de possibilités d’apprentissage en ligne par l’intermédiaire de Académie.

Prenez en main votre emploi et trouvez d’autres façons de vous soucier de votre travail, de vos collègues, des clients et des membres de la collectivité.

Comment Réussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture. Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens.

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Shoppers Drug Mart/Pharmaprix considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

Hiring Range / Échelle salariale à l’embauche :$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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