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Team Lead (Full time) - Reitmans
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Coach and develop the team through ongoing training and constructive feedback to strengthen skills, confidence, and overall performance.
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Added 1 day ago
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Closed listing

Shoppers Drug Mart

Patient Care Supervisor

Mississauga, ON, Canada

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

Pay: Hiring Range / Échelle salariale à l’embauche :$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position.
Job type: Full-time
Closing date: Oct 15, 2026
Experience: 3-5 years’ experience in a Customer Service or Call Centre setting
Posting language: English
Posted: Oct 2, 2026

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Original job description

Archived listing. The details below describe a past opening.

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?

Nature and Scope

The Patient Care Supervisor is responsible for overseeing the day-to-day operations for the PCS/PCC team. The scope of these tasks can include, but will not be limited to: overseeing the program case load, escalations where needed, coaching and mentoring of any direct reports with regards to customer service, reimbursement, training/services coordination, etc, and managing the required scope of service for a variety of programs. Attention to and the ability to coach to customer Key Performance Indicators (KPIs) identified for the program is fundamental to this role.

What you will do

Monitor the “queue”, assign patients to team members, move resources as required, and action activities to ensure completion and successfully resolve any backlog

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

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

Ensure appropriate level of staffing to cover required shift schedules

Assist with the implementation of new programs requiring PCS support

Support the day-to-day needs of the PCS/PCC through collaboration with management teams, Field Case Managers/Case Managers, and other departments as necessary

Liaise with the Field Case Management/Case Management teams to escalate patient concerns and clinical issues to promote the patient and physician experience and drive positive patient outcomes

Manage the PCS/PCC team on a daily basis by leading team meetings, managing performance, and completing the annual performance review process where required

Identify training needs of the PCS/PCC team and provide or seek training as required for the team on a regular basis

Support the PCS/PCC 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

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

Understand the molecule(s) in full detail in order to support the PCS/PCC team

Responsible to report and identify adverse events and product complaints

Ability to work and train in the various IT platforms of SHN which include but are not limited to: Salesforce, Microsoft Office, SHN Reporting

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.

Responsible for completing deviation investigations, including identifying Root Cause Analyses (RCA) and Corrective and Preventive Actions (CAPAs).

What you will need

University degree

Proven experience in a leadership/supervisory role, preferably in a Customer Service, Call Centre, or pharmaceutical industry setting

3-5 years’ experience in the healthcare or pharmaceutical industry, preferably working directly with patients and with other health professionals (i.e. physicians, nurses, pharmacists)

3-5 years’ experience in a Customer Service or Call Centre setting

Good understanding of Specialty Pharmacy business, structure of programs, delivery of program services, customer base and client-centered approach

Must work well under pressure, with changing deadlines from external forces, changing priorities and projects with multiple individuals within the organization

Incumbent must have superior relationship building skills as they deal with individuals at all levels of the organization

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.

Hiring Range / Échelle salariale à l’embauche :$60,000.00 - $82,500.00 / 60.000,00$ - 82.500,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

#EN

#SS #ON

About employer

More about this job

Responsibilities

The Patient Care Supervisor oversees daily operations for the PCS/PCC team, including managing caseloads, coaching staff on KPIs, and ensuring service level agreements are met. They also collaborate with management to implement new programs, handle escalations, and maintain compliance with company policies and ethical standards.

Requirements

Candidates must possess a university degree and 3-5 years of experience in a leadership role within the healthcare, pharmaceutical, or call centre industry. Strong relationship-building skills and proficiency in IT platforms like Salesforce and Microsoft Office are required.

Skills

Leadership
Supervisory
Customer service
Call centre management
Pharmaceutical industry knowledge
Patient advocacy
Reimbursement process
Performance management
KPI tracking
Staff scheduling
Relationship building
Salesforce
Microsoft Office
Root cause analysis
Adverse event reporting

Benefits

Purchase discount program
Competitive pay
Online learning through Academy

Visa sponsorship

Not detected in the job text

Keywords

Patient Care Supervisor
Shoppers Drug Mart
Healthcare
Pharmaceutical
Call Centre
Leadership
KPIs
SLAs
Reimbursement
Patient Advocacy
Salesforce
Microsoft Office
Root Cause Analysis
CAPA
Adverse Events
Performance Review
Staffing
Case Management
Specialty Pharmacy
Customer Service

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