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.

Why this role is important?

Senior Manager, Central Program Operations

Nature and Scope:

The Senior Manager, Operational Integration will report to the Director, Operational Integration. They will be responsible for managing the Patient Contact Specialist/Care Coach team to ensure that patient cases are managed effectively and efficiently. The Senior Manager will oversee the entire process from enrolment to dispensing, manage high-value manufacturer accounts, analyze, and determine costs per call, maintain schedules, drive process efficiencies, and manage P&L cost allocation for their programs.

What you will do:

• Work with the team to ensure all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the client and department are achieved.

• Manage cross-functional teams.

• Support the team in being patient advocates, exploring all options for medication funding, determining coverage details, advising on initiating appeals, and managing reimbursement escalations to facilitate successful reimbursement outcomes. Manage complex reimbursement cases with the Reimbursement Manager and provide guidance for appeals and other escalations to ensure patients receive medication as quickly as possible.

• Manage relationships with manufacturing partners, clinics, MD offices, program managers, clinic nurses, and case managers where applicable.

• Liaise with manufacturer partners, program managers, and clinical managers to escalate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes. Review processes and efficiencies to drive business success.

• Oversee processes and workflows to ensure patient scheduling, clinic location coordination, and prescription coordination with Shoppers Drug Mart stores are aligned with business objectives, client, and patient satisfaction.

• Maintain knowledge of all company policies and procedures with a high emphasis on ethical conduct and strict confidentiality of client information.

• Collaborate with the Quality Assurance team to monitor, coach, and train staff. Review practices and provide insights to maximize the best approach for delivering on SDM Specialty Health's objectives.

• Support the network's commitment to excellent patient care and top-notch reimbursement services. Assist with the rollout of training as required.

• Address challenges in dealing with both public and private payers for reimbursement navigation, which may require innovative structured appeals, often escalated to senior members of Pharmacy review teams.

• 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.

• Develop a team of high-performing subject matter experts with strong problem-solving skills. Additionally, develop the team specialists to be knowledgeable and confident, focusing on first-call resolution and delivering personalized advice and solutions for patients and pharma partners. Have a clear understanding of the Patient Support Program (PSP) goals and strategy.

• Independently devise and implement tactical responses to specific performance issues within the team to correct any negative trends.

• Act as the first level escalation point for supervisors and leads, and determine when escalations should be directed to the Director and Senior Management.

• Act as a change agent, leading, motivating, and supporting the team through changes.

• Ensure that every patient experience is consistent with the Pharmacy Experience Program standards, providing value-added customer service through leading by example.

What you will need:

• 5-7 years of related work experience in the pharmaceutical industry or relevant experience.

• 7-10 years in a supervisory/management role.

• Experience with Key Performance Indicators (KPIs) and Service Levels.

• Excellent communication skills and the ability to prioritize competing deadlines, mentor, and coach the team daily.

• Ability to work effectively with short lead times and changing customer demands.

• Ability to meet deadlines.

• Experience managing a team of 16+ employees.

• Problem-solving skills through analysis and recommendations.

• Ability to work in a team environment and coordinate with external contacts.

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.

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, apply today. 

Employment Type:

Full time

Type of Role:

Regular

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.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.