Specialty Health Network

Coordinator, Patient Care (BB-A445B)

Found in: Neuvoo Bulk CA



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?

Patient Care Coordinator

Location: Mississauga, ON

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks!

Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless!

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. 

Basic Function

The Patient Care Coordinator (PCC) is the single point of contact for patients enrolled in a Prior Authorization and/or Preferred Pharmacy Network Program. This colleague is detail oriented, tactful and empathetic, ensuring the process as followed strictly and patients have a positive experience working with Specialty Health Network through their treatment initiation. 

Nature and Scope

The Patient Care Coordinator (PCC) is responsible for assisting patients navigate through the plan requirements of their private insurance plan. This includes but not limited to review of their Prior authorization and private insurance coverage details for specialty medications, enrollment into the Preferred Pharmacy Program and selection of dispensing pharmacy within network to optimize services provided by PPN. The superior end to end support provided by this team will enhance the patient experience and drive positive patient outcomes.

What you will do:

  • Review and provide outcome of prior authorization requests to Insurance Partner

  • Communicate prior authorization outcome to the patient/plan member

  • Enroll patient in the Preferred Pharmacy Network Program. Conduct welcome call to gather relevant information, introduce patients to the Preferred Pharmacy Network Program, and obtain patient consent as required

  • Inform the patient about all program offerings –reimbursement support, prescription coordination and pharmacy/clinical support

  • Act as a patient advocate, explore all options for funding of medications, determine coverage details and develop/maintain complete and accurate documentation required to facilitate a successful outcome of the reimbursement process

  • Maintain an expert level of knowledge of reimbursement mechanisms in the public and private arenas

  • Work collaboratively with all external stake holders to provide exceptional service to the patient as required (Insurance companies, Provincial Payers, Physician and Patient Support Programs)

  • Ensure coordination of program services to patients in an effective manner resulting in prompt access to therapy

  • Ensure the plan member is participating in any available support program that is offered by the drug manufacturer (i.e. Patient Assistance Programs)

  • Assist pharmacies with billing inquiries and understanding Program Service offerings

  • Able to work flexible hours between 8:00AM to 8:00PM. I want this to be a standard clause in our offer letters. 

  • What you will need:

  • College Diploma or University degree is required

  • 2-3 years’ experience in the healthcare or pharmaceutical industry, preferably working with directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists)

  • Experience with public (provincial and federal) and private third party drug reimbursement plans

  • 2-3 years’ experience in a Customer Service Reimbursement and/ or Call Centre setting

  • Strong Computer skills in a Windows environment using MS Office and experience using a customer relationship database 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.

  • 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.

    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:


    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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