Bilingual Patient Care Coordinator ( 12 Month Contract )

Bilingual Patient Care Coordinator (12 Month Contract)

Join to apply for the Bilingual Patient Care Coordinator (12 Month Contract) role at Shoppers Drug Mart Specialty Health Network.

Location

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Job Summary

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 across the country, the Shoppers Drug Mart network is a great place to work. We’re committed to building a talented team that champions 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

The Care Coordinator reports to the Program Manager and plays a key role in responding to inbound inquiries, triaging calls, indexing documents, supporting data integrity practices and collaborating with the program team and associated services. The incumbent is action‑oriented, tactful and empathetic, ensuring patients have a positive experience throughout their treatment journey.

Principal Accountabilities

• Respond 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
• Index patient documents received from clinics, MD offices, patients and insurance companies; create files as needed
• Monitor files and reports for data integrity and act appropriately
• Collaborate effectively with the Patient Support Program and with associated service team members to ensure seamless patient journey
• Ensure coordination of program services to patients in an effective manner for 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
• Understand the molecule(s) in full detail
• Act as a patient advocate, assist with determining coverage details and develop/maintain complete and accurate documentation required to facilitate a successful outcome of the reimbursement process
• Coordinate program services such as SA renewals, patient check‑ins ensuring continued access to therapy and program offerings
• Complete and/or review Special Authorization (SA) forms prior to submission to payor
• Follow up with payors to secure and maintain coverage
• Meet or exceed established performance and quality metrics
• 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 as per current policies and procedures
• Other responsibilities as required

Skills and Qualifications

• Bilingual (English and French; verbal and written) preferred.
• Minimum 2‑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 experiences.
• Experience with public (provincial and federal) and private third‑party drug reimbursement plans.
• Excellent communication skills, verbal and written.
• Strong computer skills in a Windows environment using MS Office (Excel, Word).
• Working experience with Salesforce is an asset.
• Flexible to work rotating shifts, Monday – Friday 8 am – 8 pm EST.
• Occasional overtime may be required.

Benefits and Working Conditions

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.

Employment Type

Full‑time

Type of Role

Temporary with Benefits (Fixed Term)

Hiring Range

$44,000.00 – $60,500.00 per year

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