Summer 2025 Work Term

Term Length: 4 months

Term Start: May 5, 2025

Term End: August 22, 2025

As of October 15, 2024 Loblaw has adopted the following Hybrid working model (a combination of working between the office and remotely). Colleagues will continue working remotely up to 1 day a week, while spending the other 4 days in the office (to be determined by each business unit).

Basic Function 
Reporting to the Supervisor, of Patient Care Operations, the Patient Care Specialist’s primary objectives are to handle new patient enrollments, respond to inbound inquiries, triaging as to the appropriate team members, indexing documents and work collaboratively with the Patient Care Specialists. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.  
 
As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements. 

Job Description 

Nature and Scope 

The Patient Care Specialists are the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining to patient support programs, obtaining and documenting patient information, triaging calls to appropriate team members and supporting the Patient Care Specialists with specific tasks. The superior end to end support provided by this team will enhance the patient and physician experience of the Support Program and drive positive patient outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role. This position has a permanent work from home option - remote workers within Canada are welcomed to apply. 

Principal Accountabilities 

• Responds to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files within SLA’s 

• Triage 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 

• Works collaboratively with Patient care Team to enhance the patient journey and experience 

• Support special projects and initiatives as required to support PCS Operations 

• 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, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process 

• Results driven - must meet or exceed establish performance and quality metrics 

• Assisting Supervisor, Patient Care Operations with projects as required 

• 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