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 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.

Why this role is important?

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.

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.

Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.

We are hiring a Health Services Coordinator

Reporting to the Supervisor of Patient Refill team, the Health Services Coordinator’s primary objectives are to respond to inbound inquiries, schedule deliveries of medication with patients and couriers, indexing patient documents and triaging calls to the appropriate department/personnel. As well as any other duties as assigned.

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. 

The Health Services Coordinator is directly responsible for coordinating and organizing deliveries of medication; indexing patient documents and general customer service items required during these processes.

Nature and Scope

The Health Services Coordinators are the first line of contact for patients, caregivers, 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, coordinating subsequent patient deliveries between patients and couriers, conducting refill pharmacy calls to patients, triaging to: clinical services team for nurse training and counseling, reimbursement specialists for coverage assistance and inquiries, finance and other departments within the company.

The incumbent must be able to work effectively, with short lead times and changing customer demands.  The Health Services Coordinator must carry out duties and responsibilities in accordance with internal policies and procedures, as well as maintaining timelines based on contractual obligations.

The Health Services Coordinator also needs to have excellent communication skills, detailed oriented and be able to adapt well to changing priorities while multitasking, prioritize work, and meet deadlines.  The expectation is that HSC’s will be cross trained on all activities and tasks required to support the departments work volumes.

Principal Accountabilities

• Respond to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files or follow-up of scheduled deliveries.
• Perform outbound calls including but not limited to scheduling patient deliveries, conducting pharmacy refill calls for on-going therapies.
• Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met.
• Results driven - must meet or exceed establish performance metrics.
• Assisting Supervisor, Patient Refill with projects as requested.
• 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.

Skills and Qualifications

• Bilingual (English and French; verbal and written) preferred.      
• Minimum 1-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.
• Excellent communication skills, verbal and written.
• Strong computer skills in a Windows environment using MS Office (Excel, Word).
• Working experience with Omni Channel and Salesforce is an asset.
• Flexible to work rotating shifts, call center is open Monday – Friday 8am – 8pm EST.

Work Location

• This position is Hybrid

Why 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 SDMU. Take ownership of your work and find more ways to care about your work, co-workers, customers, and community.

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.

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 SDMU. 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.

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.

Number of Openings:

1

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 and colleagues with disabilities.

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.

Why 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 time

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.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.