City : Mississauga, Ontario

Category : Full time

Industry : Business Support

Employer : Shoppers Drug Mart®

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

Location:

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?

SPN Account Manager, Retail Specialty Support

Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.

We are hiring a SPN Account Manager, Retail Specialty Support

Reporting to the Director, Specialty Retail Operations, you will be responsible for managing the team that provides national support for all Shoppers Drug Mart Specialty Pharmacy Network (SPN) retail locations as they care for specialty patients in their communities. You will be responsible for overseeing the day-to-day operations as well as operating as the lead point of contact for all matters specific to your accounts, building and maintaining strong, long-lasting customer relationships. You must be able to work effectively, with deadlines and changing customer demands.  As the position deals with highly sensitive information, you are expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per Shoppers Drug Mart policy and legal requirements.

What You’ll Do:

• Serve as the lead point of contact for all SPN Pharmacy Network relating to operational matters
• Oversee our Specialty Pharmacy support team (i.e. Refill Team)
• Build and maintain strong, long-lasting relationships
• Create and monitor operational reports/metrics to identify opportunities for program enhancements and/or operational efficiencies
• Present SPN insights to senior leadership team
• Assist with challenging client requests or issue escalations as needed
• Document all store support and cross-functional interactions within the Customer Relationship Management tool
• Manage escalations with internal staff members
• Provide retail support to all pharmacy staff for procurement, reimbursement and processing of claims related to specialty medications
• Work cross functionally with other SHN teams to continually improve process across patient journey

What You'll Need:

• University degree in a related field
• Experience in the pharmacy, healthcare or reimbursement industry (2 to 3 years minimum)
• A team player with the desire to provide superior store support
• Excellent communication skills, verbal and written
• Proven ability to use data to drive process efficiency and to improve patient experience
• Strong computer skills in a Windows environment using MS Office (Excel, Word, PowerPoint, Outlook)
• Pharmacy Assistant or Technician with AssystRx, HealthWATCH, New HealthWATCH, and/or Kroll experience is an asset
• Experience with a Customer Relationship Management tool, such as Patient Connect Platform and Salesforce is an asset
• Leadership experience considered an asset
• Strong interpersonal skills with demonstrated ability in leading and contributing to cross-functional teams; excellent skills in leading without authority and managing through influence
• Ability to manage difficult situations and resolve conflicts amongst stakeholders with varying opinions
• Ability to deliver results in a high-pressure environment with the ability to set priorities and meet program requirements
• High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-based, dynamic environment
• Ability to operate within the context of a business environment to track trends and recommend alternative direction where necessary
• Ability to produce basic reporting on productivity, referral trends etc. on a regular schedule and ad hoc

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:

Type of Role:

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.