About this Health Service Coordinator role at Loblaw
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.
Basic Function
Reporting to the Supervisor, Patient Refill, the Health Services Coordinator’s primary objectives are to respond to inbound inquiries, schedule deliveries of medication with patients and couriers, indexing patient documents and triaging calls to the appropriate department/personnel. As well as any other duties as assigned.
As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements.
The Health Services Coordinator is directly responsible for coordinating and organizing deliveries of medication; indexing patient documents and general customer service items required during these processes.
Nature and Scope
The Health Services Coordinators are the first line of contact for patients, caregivers, clinics, consumers, medical professionals and pharmacies. Primary responsibilities include, but are not limited to, responding to customer service inquires pertaining to patient support programs, obtaining and documenting patient information, coordinating subsequent patient deliveries between patients and couriers, conducting refill pharmacy calls to patients, triaging to: clinical services team for nurse training and counseling, reimbursement specialists for coverage assistance and inquiries, finance and other departments within the company.
The incumbent must be able to work effectively, with short lead times and changing customer demands. The Health Services Coordinator must carry out duties and responsibilities in accordance with internal polices and procedures, as well as maintaining timelines based on contractual obligations.
The Health Services Coordinator also needs to have excellent communication skills, detailed oriented and be able to adapt well to changing priorities while multitasking, prioritize work, and meet deadlines. The expectation is that HSC’s will be cross trained on all activities and tasks required to support the departments work volumes.
Principal Accountabilities
- Respond to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files or follow-up of scheduled deliveries.
- Perform outbound calls including but not limited to scheduling patient deliveries, conducting pharmacy refill calls for on-going therapies.
- Indexing patient documents coming in from clinics, MD offices, pharmacies, and insurance companies to the appropriate files. Or creating files as needed.
- Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met.
- Results driven - must meet or exceed establish performance metrics.
- Assisting Manager, Customer care with projects as requested.
- 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.
Skills and Qualifications
- Bilingual (English and French; verbal and written) preferred.
- Minimum 1-year Call Center experience, Healthcare or Insurance Experience an asset.
- Post Secondary Education an asset.
- A team player with the desire to provide superior customer care.
- Excellent communication skills, verbal and written.
- Strong computer skills in a Windows environment using MS Office (Excel, Word).
- Working experience with Pure Connect- Genesys is an asset.
- Flexible to work rotating shifts, call center is open Monday – Friday 8am – 8pm EST.
Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.
Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.
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