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.
Advantages 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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📌 Bilingual Patient Care Coordinator ( 12 Month Contract ) (Ontario)
🏢 Shoppers Drug Mart Specialty Health Network
📍 Ontario