Location:
1685 Tech Ave, Mississauga, Ontario, L4W 0A7
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Basic Function
Reporting to the Supervisor of Patient Care Operations, 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. 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.
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 polices and procedures, as well as maintaining timelines based on contractual obligations.
The Health Services Coordinator also needs to have excellent communication skills, and be able to multitask, prioritize work, and meet deadlines.
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.
Indexing patient documents coming in from clinics, MD offices, pharmacies, and insurance companies to the appropriate files. Or creating files as needed.
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/Manager, Patient Care Operations 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)
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).
Flexible to work rotating shifts, call center is open Monday – Friday 8am – 8pm EST.
Description du poste
Coordonnateur bilingue des services de santé
Emplacement : Mississauga (Ontario)
Fonction de base
Relevant du superviseur des activités de soins aux patients, le coordonnateur des services de santé a pour principal objectif de répondre aux demandes entrantes, de planifier les livraisons de médicaments avec les patients et les services de messagerie, d’indexer les documents des patients et de trier les appels au service ou au personnel approprié. En plus de toute autre tâche assignée.
Comme le poste nécessite l’accès à des renseignements de nature très délicate, notre spécialiste en remboursement doit agir de façon diplomatique et professionnelle en plus de préserver la confidentialité de l’information sur la clientèle, conformément à la politique et aux exigences légales du Réseau de santé spécialisé Shoppers Drug Mart. Signaler immédiatement ou dès que possible tous les événements indésirables (EI) et plaintes techniques sur le produit (PTC), conformément aux politiques et procédures en vigueur.
Le coordonnateur des services de santé est directement responsable de la coordination et de l’organisation des livraisons de médicaments, de l’indexation des documents des patients et des articles généraux de service à la clientèle nécessaires durant ces processus.
Nature du poste et champ d’exercice
Les coordonnateurs des services de santé sont le premier contact pour les patients, les personnes aidantes, les cliniques, les consommateurs, les professionnels de la santé et les pharmacies. Les principales responsabilités comprennent notamment la réponse aux demandes du service à la clientèle concernant les programmes de soutien aux patients, l’obtention et la documentation des renseignements sur les patients, la coordination des livraisons subséquentes entre les patients et les services de messagerie, l’exécution d’appels de renouvellement de pharmacie aux patients; le triage de l’équipe des services cliniques pour la formation et la consultation des infirmières, des spécialistes du remboursement pour l’aide et les demandes sur la couverture, les finances et les autres services au sein de l’entreprise.
La personne titulaire du poste doit être en mesure de travailler efficacement dans des délais serrés et de s’adapter aux besoins changeants de la clientèle. Le coordonnateur des services de santé doit effectuer les tâches et les responsabilités conformément aux politiques et aux procédures internes, ainsi que respecter les échéanciers établis en fonction des obligations contractuelles.
Le coordonnateur des services de santé doit également posséder d’excellentes aptitudes en communication et être en mesure d’effectuer plusieurs tâches à la fois, d’établir les priorités du travail et de respecter les échéances.
Ce que vous ferez :
Répondre aux appels entrants des clients provenant de patients, de pharmacies et de cliniques concernant l’état des dossiers actifs des patients, ou effectuer le suivi des livraisons prévues.
Effectuer des appels sortants, notamment pour la planification des livraisons aux patients et pour le renouvellement de pharmacie pour les traitements continus.
Indexer les documents des patients provenant des cliniques, des cabinets de médecins, des pharmacies et des compagnies d’assurance aux dossiers appropriés. Ou créer des fichiers au besoin.
Fournir un service à la clientèle exceptionnel à toutes les parties impliquées dans les services de santé, en veillant à ce que les besoins uniques des patients, des cliniques et des exigences du programme soient satisfaits.
Axé sur les résultats – doit atteindre ou dépasser les objectifs établis en matière de rendement.
Aider le superviseur/gérant des activités de soins aux patients dans le cadre de projets, au besoin.
Signaler immédiatement ou dès que possible tous les événements indésirables (EI) et plaintes techniques sur le produit (PTC), conformément aux politiques et procédures en vigueur.
Ce dont vous aurez besoin :
Bilinguisme (anglais et français; oral et écrit).
Au moins un an d’expérience dans un centre d’assistance téléphonique, dans le domaine des soins de santé ou de l’assurance, un atout.
Études postsecondaires, un atout.
Esprit d’équipe et désir d’offrir une expérience supérieure en matière de service à la clientèle.
Excellentes aptitudes pour la communication, tant à l’oral qu’à l’écrit.
Solides compétences informatiques dans un environnement Windows avec Microsoft Office (Word, Excel).
Flexibilité à travailler des quarts rotatifs; le centre d’assistance téléphonique est ouvert du lundi au vendredi, de 8 h à 20 h HNE.
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.
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.
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