Senior Specialist, Patient Support Operations

Job title:

Senior Specialist, Patient Support Operations

Company

Shoppers Drug Mart

Job description

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.Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7At 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.Why this role is important?Basic FunctionThe Senior Patient Support Operations is responsible for ensuring program service offerings are managed and delivered effectively with the highest quality customer service for all programs. Incumbent will be required to support different program and molecules.The Senior Patient Support Operations will also be engaged for special projects and program launches as Subject Matter Experts. This colleague is action oriented, tactful, adaptable, and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.Nature and ScopeThe Senior Patient Support Operations will work collaboratively with programs as assigned to support Patient Care Specialists and a Case Manager/Field Case Manager in the execution of theprogram. The superior end to end support provided by this team will enhance the patient and physician experience with the Support Program and drive positive patient outcomes. It is critical that the Senior Operations Specialist understands Key Performance Indicators (KPIs) and the factors that impact success within a program to successfully impact program performance and provide suggestions for how operations can be improved. The Senior Operations Specialist will be expected to work collaboratively with other stakeholders to improve program performance and positively impact operational efficiency.What you will do

· Work collaboratively with the Operational Effectiveness team and other stakeholders to identify opportunities for operational efficiency and necessary next steps for improvement· Support with the implementation and execution of changes related to Operational Effectiveness and other projects as required· Maintain understanding of day-to-day requirements of program operations in to identify opportunities for efficiency and operational improvement· Identify training needs of the program teams and provide or seek training as required for the team on a regular basis· Support with special projects and new program launches· Expert in appeals to payors· Act as Subject Matter experts in Reimbursement landscape within all Provinces. Maintains an expert level of knowledge of reimbursement mechanisms in the public and private arenas for all Provinces· Be the single point of contact for patients enrolled in the support program and prescribing physician, if applicable· Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as required.· Informs the patient about all program offerings – for example case management support, reimbursement support, self-injection training, prescription coordination and ongoing compliance· Understands the molecule(s) in full detail· Acts as a patient advocate, exploring all options for funding of medications, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process· Administers financial means tests and manages all aspects of financial assistance within the program as applicable· Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy; including self-injection training· Works collaboratively with Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent) to address patients concerns or needs and escalations interrupting the patient journey to promote the patient and physician experience and drive positive patient outcome· Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)· Work with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achieved· 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 proceduresWhat you will need· College Diploma or University degree is required· 5-10 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists).· Have worked in 3 or more disease states and therapeutic areas· Experience with public (provincial and federal) and private third party drug reimbursement plans· 5-10 years’ experience in a Customer Service or Call Centre setting· Strong Computer skills in a Windows environment using MS Office and experience with Salesforce Customer Relationship Management (CRM) system is an asset· Bilingualism (French & English) preferred· Demonstrated ability to work successfully within a fast paced, team based environment· Excellent communication skills, written and verbal, to interact effectively with patients and clients· Demonstrated ability to analyze and interpret information, data, and regulations.· Demonstrated ability to pay attention to details and make decisions using sound judgement.· Flexible to work longer hours, overtime as required· Able to work flexible hours between 8:00AM to 8:00PMWhy work at Shoppers Drug Mart?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 Academy.Take ownership of your work and find more ways to care about your work, co-workers, customers and community.How You’ll Succeed:At Shoppers Drug Mart Inc., 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.Employment Type: Full timeType of Role: RegularShoppers 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.Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Expected salary

Location

Mississauga, ON

Job date

Fri, 24 Jan 2025 05:21:32 GMT

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