Why this role is important? Basic Function
The Patient Care Specialist (PCS) is the single point of contact for patients enrolled in a patient support program. This colleague is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey. Nature and Scope
The Patient Care Specialist will work collaboratively with other Patient Care Specialists and a Case Manager/Field Case Manager for a designated territory. While the Patient Care Specialist is the main point of contact for the patient, the Field Case Manager/Case Manager is the Single point of contact for the group of physician clinics/offices within that territory. The Patient Care Specialist(s) will liaise with the Case Manager as required, escalating patient concerns and clinical issues. The superior end to end support provided by this team will enhance the patient and physician experience of the Support Program and drive positive patient outcomes. Attention to customer key performance indicators identified for the program is fundamental to this role.
Single point of contact for patients enrolled in the support program
Conducts welcome calls to gather relevant information, introduces patients to the support program, and obtains patient consent as required.
Informs the patient about all program offerings – case management support, reimbursement support, self-injection training, prescription coordination and ongoing compliance.
Understands the molecule(s) in full detail.
Maintains an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory
Acts as a patient advocate, exploring all options for funding of medications, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process.
Administers financial means tests and manages all aspects of financial assistance within the program as applicable
Ensures coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy; including self-injection training
Works collaboratively with the Field Case Manager/Case Manager to address patients concerns or needs and escalations interrupting the patient journey.
Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)
Responsible to report and identify adverse events and product complaints.
Qualifications and Skills
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 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.
Flexible to work longer hours, overtime as required
Shoppers Drug Mart Corporation, a wholly owned subsidiary of Loblaw Companies Limited, is the licensor of full-service retail drug stores operating under the name Shoppers Drug Mart® (Pharmaprix® in Québec). Founded in 1962 by Toronto pharmacist Murray Koffler, the Company has grown to a network of more than 1,307 Shoppers Drug Mart/Pharmaprix stores across Canada. These conveniently located stores are owned and operated by the Company’s licensed Associate-owners who have helped build a brand that is synonymous with exceptional service, value and trust. The Company also licenses or owns more than 49 medical clinic pharmacies operating under the name Shoppers Simply Pharmacy® (Pharmaprix Simplement Santé® in Québec) and five luxury beauty destinations operating as Murale™. Shoppers Drug Mart has successfully leveraged its leadership position in pharmacy and its convenient store locations to capture a significant share of the market in front store merchandise, including over-the-counter medications, health and beauty aids, cosmetics and fragrances, seasonal products and everyday household essentials.