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

The Patient Care Specialist (PCS) is the single point of contact for patients enrolled in a patient support program. The PCS is responsible for ensuring program service offerings are managed and delivered effectively with the highest quality customer service. This colleague is action oriented, tactful and empathetic, ensuring the patient has a positive experience working with Specialty Health Network through their treatment journey.

Responsibilities

Single point of contact for patients enrolled in the support program and prescribing physician, if applicable

Conduct welcome calls to gather relevant information, introduce patients to the support program, and obtain patient consent as required.

Inform the patient about all program offerings – for example case management support, reimbursement support, self‑injection training, prescription coordination and ongoing compliance

Understand the molecule(s) in full detail

Maintain an expert level of knowledge of reimbursement mechanisms in the public and private arenas, specifically within assigned territory

Act as a patient advocate, exploring all options for funding of medications, determine coverage details and develop/maintain complete and accurate documentation required to facilitate a successful outcome of the reimbursement process

Administer financial means tests and manage all aspects of financial assistance within the program as applicable

Ensure coordination of program services to patients in an effective manner resulting in prompt and continued access to therapy; including self‑injection training

Work collaboratively with Program Management, other Patient Care Specialists, and Field Case Manager/Case Manager (program dependent)



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)

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

Qualifications

2–3 years’ experience in a Customer Service or Call Centre setting

Robust computer skills in a Windows environment using MS Office and experience using a customer relationship database is an asset

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

Able to work flexible hours between 8:00 AM to 8:00 PM

Employment Type
Full time

Salary Range
$52,000.00 – $71,500.00 per year

Diversity & Inclusion
Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We prioritize reflecting our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. We believe that compliance with laws is part of our Code of Conduct and reinforces what our customers and stakeholders expect of us.

This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing, and/or selecting applicants for this position.

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📌 Patient Care Specialist-6 (Ontario)
🏢 Shoppers Drug Mart Specialty Health Network
📍 Ontario