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 excellent 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.

Why this role is important?

Position Summary

The Patient Support Specialist is a senior individual contributor role within SHN's Central Program Operations team. This role serves as the primary point of contact for patients, caregivers, healthcare providers (HCPs), clinics, pharmacies, and enterprise partners across a portfolio of up to 70 Patient Support Programs.

Operating across all inbound omnichannel touchpoints — phone, email, and patient portal — the Patient Support Specialist manages complex reimbursement queries, program escalations, and patient access inquiries for both in-network and out-of-network interactions. This is a high-accountability role that requires deep knowledge of the Canadian payer landscape, PSP operations, and patient-centred service delivery.

This role supports one of the most complex PSP environments in Canada — 70 programs, 150,000+ patients, and a diverse stakeholder base spanning patients, caregivers, HCPs, pharmacies, clinics, and enterprise partners.



The successful candidate brings both the technical expertise and the interpersonal depth to navigate that complexity with consistency and care.

Core Responsibilities

Inbound Patient and Stakeholder Support

- Serve as the first point of contact for inbound inquiries via phone, email, and patient portal across all assigned PSPs

- Provide accurate, timely, and empathetic support to patients, caregivers, HCPs, pharmacies, clinics, and enterprise partners

- Navigate complex multi-program environments, applying the correct program protocols and eligibility criteria for each interaction

- Manage high-volume inbound queues while maintaining service level standards and quality expectations

- Triage and prioritize interactions based on urgency, clinical sensitivity, and program-specific requirements

Reimbursement Support — In‑Network and Out‑of‑Network

- Manage inbound reimbursement queries from patients, HCPs, pharmacies

- Provide accurate guidance on coverage determinations, prior authorization (PA) status, co‑pay and patient assistance program eligibility, and claims adjudication

- Liaise with payers, insurers, and benefit managers to resolve complex reimbursement issues on behalf of patients and providers

- Support patients navigating out‑of‑network access pathways including exceptional access,



special authorization, and compassionate use programs

- Document all reimbursement interactions accurately and completely in the case management system

- Identify reimbursement trends and elevate systemic issues to the supervisor with supporting case data

Escalation Management

- Receive, triage, and manage escalated inquiries from patients, clinics, physicians, pharmacies, and enterprise partners

- Apply sound judgment in determining escalation pathways — clinical, reimbursement, operational, or compliance — and route accordingly

- Own escalated cases from intake to resolution, maintaining proactive communication with all parties throughout

- Recognize and elevate potential adverse event disclosures immediately per program pharmacovigilance protocols

- Document escalation rationale, actions taken, and resolution outcomes in the case management system

Omnichannel Case Management

- Manage interactions seamlessly across phone, email, and patient portal, maintaining consistent case continuity regardless of channel

- Ensure all patient and stakeholder interactions are documented in the CRM with accuracy, completeness, and timeliness

- Review prior interaction history before engaging with a returning patient or stakeholder to provide a connected, informed experience

- Identify and flag gaps in omnichannel continuity to the supervisor for process improvement

Program Knowledge and Compliance

- Maintain deep working knowledge of all assigned PSP program protocols, eligibility criteria, and service delivery standards

- Stay current on changes to

📌 Spécialiste du soutien aux patients (Mississauga)
🏢 Shoppers Drug Mart
📍 Mississauga