Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

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 from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Basic Function
The Patient Care Coordinator (PCC) is responsible for responding to inbound inquiries, triaging calls to the appropriate team members, indexing documents, supporting data integrity practices and working collaboratively with the program team and associated services. The incumbent is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey. As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic qualified manner and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements.

Nature and Scope
The Patient Care Coordinator (PCC) is the first line of contact for patients, caregivers, physicians, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquiries pertaining to the patient support program, obtaining and documenting patient information, triaging calls to appropriate team members and ensuring data integrity to support the overall delivery of the Patient Support Program. 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.

What you will do

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; and create files as needed

Monitor files and reports for data integrity and act appropriately

Collaborate effectively with Patient Support Program and with associated service team members to ensure seamless patient journey and experience

Ensure coordination of program services to patients in an effective manner resulting in 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

Results driven – must 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 or as soon as possible upon becoming aware of the event as per current policies and procedures

Other responsibilities as required

What you will need

Mandatory bilingualism in both French & English





Able to work from a home‑based office

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

Robust 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 8am – 8pm EST

Occasional overtime may be required

Flexible to work longer hours, overtime as required

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 Academy.

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.

Employment Type
Full time

Type of Role
Regular

EEO Statement
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.

Salary
Hiring Range: $44,000.00 – $60,500.00 per year.

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📌 Bilingual Patient Care Coordinator (Ontario)
🏢 Pharmaprix
📍 Ontario