Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7ResponsibilitiesMonitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlogResponsible for overseeing processes and work flows to ensure patient, scheduling and clinic location, and coordination of prescription to SDM stores are aligned with business objectives, client, and patient satisfactionWork with the team to ensure all the Service Level Agreements (SLAs) and KPIs for the client and department are achievedEnsure appropriate level of staffing to cover required shift schedulesAssist with the implementation of current programs requiring PCS supportSupport the day‑to‑day needs of the PCS/PCC through collaboration with management teams, Field Case Managers/Case Managers, and other departments as necessaryLiaise with the Field Case Management/Case Management teams to elevate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomesManage the PCS/PCC team on a daily basis by leading team meetings, managing performance, and completing the annual performance review process where requiredIdentify training needs of the PCS/PCC team and provide or seek training as required for the team on a regular basisSupport the PCS/PCC to be a patient advocate, exploring all options for funding of medications, determine coverage details, advise on initiating appeals, and managing reimbursement escalations to facilitate a successful outcome of the reimbursement processMaintain knowledge of all company policies and procedures with high emphasis placed on ethical conduct and strict confidentiality of client informationUnderstand the molecule(s) in full detail in order to support the PCS/PCC teamResponsible to report and identify adverse events and product complaintsAbility to work and train in the various IT platforms of SHN which include but are not limited to: Salesforce, Microsoft Office, SHN ReportingReport 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 proceduresQualificationsUniversity degreeProven experience in a leadership/supervisory role, preferably in a Customer Service, Call Centre, or pharmaceutical industry setting3‑5 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.E., physicians, nurses, pharmacists)3‑5 years’ experience in a Customer Service or Call Centre settingGood understanding of Specialty Pharmacy business, structure of programs, delivery of program services, customer base and client‑centered approachMust work well under pressure, with changing deadlines from external forces, changing priorities and projects with multiple individuals within the organizationIncumbent must have superior relationship‑building skills as they deal with individuals at all levels of the organizationBilingualism (French & English) preferredBenefitsBenefit from a purchase discount program, competitive pay, and online learning through Academy. Gain experience unique to the retail industry while supporting internal customers and Associate‑Owners.Employment DetailsEmployment Type: Full timeType Of Role: RegularSalary Range: $60,000.00 – $82,500.00 per yearThe company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position.EEO StatementShoppers 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.#J-18808-Ljbffr

📌 Supervisor, Patient Care - C$60,000 - C$82,500 A Year (Winnipeg)
🏢 Shoppers Drug Mart
📍 Winnipeg