Manager, Patient Care Operations

Shoppers Drug Mart - Mississauga, ON (8 months ago)

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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?

Manager, Patient Care Operations

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.

Nature and Scope

The Manager, Patient Care Operations is responsible for managing Patient Care specialist team to ensure that patient cases are managed effectively and efficiently daily. The scope of these tasks can include but will not be limited to: overseeing the day-to-day operations for the PCS team, coaching and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc., and managing the required scope of service for a variety of programs.

What you will do:
Work with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achieved
Responsible for overseeing processes and work flows to ensure patient, scheduling and clinic location, and coordination of prescription to SDM stores are aligned with business objectives, client, and patient satisfaction
Support the Team to be a patient advocate, exploring all options for funding of medications, determine coverage details, advise on initiating appeals, and managing reimbursement escalations to facilitate a successful outcome of the reimbursement process. Manage complex reimbursement cases with Reimbursement manager and provide guidance for Appeals and other such escalations of Reimbursement, to insure patients receive medication as quickly as possible
Liaise with program managers, clinical managers and other departmental teams to escalate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes
Review processes and efficiencies to drive business success
Maintain knowledge of all company policies and procedures with high emphasis placed on ethical conduct and strict confidentiality of client information
Work with Quality Assurance team to monitor, coach and provide training to staff. Review practices, provide insight with an aim to maximize best approach to deliver on SDM Specialty Heath
Network's commitment to providing excellent patient care with top notch Reimbursement services. Assist with the roll out of training as required
The incumbent will face challenges in dealing with both public and private payers for Reimbursement navigations which may require innovative structured appeals, often these are escalated to senior members of Pharmacy review teams
Assist with the implementation of new programs requiring PCS support
Understand the molecule(s) in full detail in order to support the PCS team
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.

What you will need:
5-7 years related work experience in Pharmaceutical industry or relevant experience
7-10 years in a Supervisory/Management role
Experience with KPI's and Service levels
Excellent communication skills and able to multitask, prioritize work, mentor and coach the team daily
Able to work effectively, with short lead times and changing customer demands
Ability to meet deadlines
Experience with managing a team of 16+ employees
Able to problem solve through analysis and recommendations
Able to work in a team environment and coordinator with external contacts

Why work at Shoppers Specialty health Network?

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.

Employment Type:
Full time

Type of Role:
Regular

Shoppers Specialty Health Network 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.

#LI-KM1

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:
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.