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?

The Senior Manager, Operational Integration will be reporting to the Director, Operational Integration.  He/she will be responsible for managing Patient Contact Specialist/Care Coach team to ensure that patient cases are managed effectively and efficiently daily.  The Senior Manager will be responsible for enrolment to dispense, manage multimillion dollar manufacturer accounts, understanding and determining costs per call, maintain schedules and creating process efficiencies and understand the P&L cost allocation for her programs. 

What you will do 

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

Ability to manage cross functional teams.   

Support the Team 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 process. Manage complex reimbursement cases with Reimbursement manager and provide guidance for Appeals and other such escalations of Reimbursement, 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 manufacturers partners, program manager, clinical manager 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. 

Responsible 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 satisfaction.      

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

Work with Quality Assurance team to monitor, coach and provide training to staff. Review practices, provide insight with an aim to maximize best approach to deliver on SDM Specialty Heath. 

Network's commitment to providing excellent patient care with top notch Reimbursement services. Assist with the roll out of training as required. 

The incumbent will face challenges in dealing with both public and private payers for Reimbursement navigations which may require innovative structured appeals, often these are 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. 

Developing a team of high-performing, subject matter experts with sound problem resolution skills. In addition, develop the Specialists to be knowledgeable and confident, with focus on first call resolution and deliver on personalized advice and solutions for 

Have a clear understanding of the PSP  goals and the strategy. 

Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends. 

Act as the first level escalation point for Supervisors, Leads and determine when escalations should be escalated to the Director and Senior Management. 

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

Ensure that every Patient experience is consistent with the Pharmacy Experience Program standards and providing value-add customer service through leading by example. 

 

What you will need: 

5-7 years related work experience in Pharmaceutical industry or relevant experience. 

7-10 years in a Supervisory/Management role. 

Experience with KPI's and Service levels. 

Excellent communication skills and able to multitask, prioritize work, mentor and coach the team daily. 

Able to work effectively, with short lead times and changing customer demands.  

Ability to meet deadlines. 

Experience with managing a team of 16+ employees. 

Able to problem solve through analysis and recommendations. 

Able to work in a team environment and coordinator 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.