Job Description
Bilingual Nurse Field Case Manager (FCM)

Lieu
400 av Sainte-Croix, Saint-Laurent, Québec, H4N 3L4

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien‑être au Canada. Des ordonnances aux cliniques sans rendez‑vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable. Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez‑vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Location
Quebec City

Why work at Specialty Health Network?
Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks!

Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless!

Why is this position key?
The Nurse Field Case Manager (FCM) is responsible for a collaborative process of ongoing assessment, planning, facilitation, service coordination, evaluation, and advocacy to meet the needs of the patient/physician/client through flawless customer service. The Nurse Field Case Manager will deliver, through expert communication skills and available resources, quality and cost‑effective treatment outcomes for the patient. The Nurse Field Case Manager will work directly with the reimbursement team to help secure drug coverage. They will support physicians in managing all aspects related to facilitating patient access to therapy and will provide service in person or remotely according to customer preference. The Nurse Field Case Manager will be required to support patients in the field with medication training and delivery management.

The Nurse Field Case Manager will help support a busy caseload in their respective territory, building strong working relationships, collaboration, effective communication and attention to detail both internally and externally to meet specific team and business objectives. In addition, the Nurse Field Case Manager will attend training sessions, complete self‑learning assignments and independent studies while adhering to SDM Specialty Health Network Standard Operating Procedures, Policies, and the College of Nurses Standards of Practice.

What You Will Do

Assist the health care practitioner (HCP) in completing the Program enrolment form, as applicable

Educate the HCP on the Program enrolment requirements





Gather patient Program enrolment required information (physician signature, patient contact information, and product information)

Provide reimbursement assistance to patients and physicians according to need

Provide physicians with payer documentation support

Investigate case‑by‑case reimbursement options, channels, procedures, and prepares documentation in support of reimbursement requests

Determine patients’ channels and eligibility for reimbursement and provides assistance at all levels

Review patient status and assists the prescribing physician to populate Special Authorization forms (SA) for public or private coverage by reviewing patient charts, assessing previous therapies and test results in order to complete the SA. The above may be done on site, or remotely, as required

Ensure the coordination and follow up of SA submissions with payers

Support treating physician in the development of appeal letters, as required

Act as a resource for treating physicians and provides guidance regarding payer reimbursement criteria

Assist patients and physicians with the annual prescription renewal process

Assist patients and physicians with the SA renewal process (most commonly annually), as applicable

Identify obstacles and delays to obtaining coverage, take appropriate action and identify alternative channels for patient coverage

Management of patient files in the program database

Educate the HCP and patients regarding Program services by providing general Program and Product information based on SOPs, Product Monograph, approved verbatim and other approved materials

Review and discuss comprehensive program components, services and value‑add program offerings

Act as a liaison and provide ongoing feedback to manufacturers based on observations in the field and feedback from customers as it pertains to quality of services, training, and other areas of importance. Feedback and observations are channeled to the manufacturer as appropriate.

Collaborate with sales reps and associates according to guidance and guidelines

Attend scheduled educational events as required

Report Adverse Events /Severe Adverse Events (AE/SAEs) in accordance with established agreements

Maintain high standards of professional practice by adhering to the ethics of the profession and keeping abreast of the latest skilled advancements

Assume responsibility for personal and professional learning and development

Other responsibilities as required by SDMSHN

What You Will Need

Registered Nurse with a current, unrestricted license in the province of employment

BScN preferred, however, a combination of experience and education will be considered





Proficient in reimbursement landscape and completion of Special Authorization and Appeal Letters

Recent experience with Patient Support Programs (PSP) an asset

Demonstrated customer/account focus and consistently deliver on the PSP value proposition

Fluently bilingual in both written and spoken languages is an asset (French & English)

Five or more years direct clinical experience

Strong communication and telephony skills

Demonstrated leadership experience and ability to work under pressure

Ability to provide an organized, efficient approach to case management

Possession of excellent skills in assessment, communication, critical thinking and decision making

Ability to demonstrate understanding of SDM Specialty Health Network policies, legal considerations and professional ethics

Proficiency of computer skills including, Microsoft 365

Ability to adapt to a changing environment

Commitment to the principle of quality client‑centered service delivery

Travel required up to 60% in territory (some overnight may be required)

Valid driver’s license and with reliable vehicle

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 SDMU.

Take ownership of your work and find more ways to care about your work, co‑workers, customers and community.

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.

If that sounds like you, and you are open‑minded, responsive to change and up to the challenges provided in a fast‑paced retail environment,

Employment Type
Full time

Type Of Role
Regular

Shoppers Drug Mart views diversity in Canada as a national pride and strength. Our priority is to reflect the growing diversity of our country through the people hired, our corporate culture and our products. Accommodations are available upon request for people living with disabilities during the recruitment, assessment, and post‑employment process.

In addition, we believe in the importance of complying with the law. Compliance with laws is part of our Code of Conduct, which outlines the expectations of our customers and stakeholders of us.

Infirmière gestionnaire de cas sur le terrain (FCM)
Pourquoi travailler au Specialty Health Network?
Specialty Health Network (ou SSPSM, comme nous nous appelons nous-mêmes) est une division en pleine croissance de Shoppers Drug Mart, avec un fort esprit d’entreprise. Nous sommes fiers d’avoir une culture de travail géniale et un environnement amusant! Nous offrons des salaires compétitifs, un excellent ensemble d’avantages sociaux, un rabais Shoppers Drug Mart, un rabais goodlife gym, des REER / régimes de retraite, un régime d’actionn

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📌 Infirmière gestionnaire de cas sur le terrain - Bilingual Nurse Field Case Manager, Quebec (Quebec City)
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