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About the Role
As a Pharmacy Customer Support II Business Analyst, you will be the trusted point of contact for our pharmacy clients, helping them maximize the use of the Kroll Pharmacy Management System (PMS). You will be responsible for analyzing complex operational issues, providing high-quality solutions that meet service level agreements (SLAs), and developing strong relationships with our internal teams and pharmacy clients, all while delivering an exceptional support experience.
Responsibilities
- Analyze and resolve daily pharmacy operations issues from clients and internal contact center teams, delivering quality solutions that meet SLAs and minimize rework.
- Troubleshoot software, connectivity issues with provincial drug databases (DSQ), and e-prescription tools. Document technical incidents and escalate critical issues until resolution.
- Collaborate with key internal and external stakeholders to ensure efficient issue resolution and deliver an excellent customer experience through proactive communication and a problem-solving approach.
- Provide support in French and English for Kroll Pharmacy Management System configurations, add-on modules, and pricing to support pharmacy operations across Canada.
- Participate in client meetings as needed, address their questions and concerns, and build strong relationships with various organizational partners.
- Stay updated on product enhancements and legislative changes impacting pharmacies to effectively support change management and promote first-contact resolution.
- Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools, maintaining a high level of accuracy and professionalism.
Requirements
- 1-3 years of experience in a pharmacy environment or related field.
- Excellent command of French and English, both spoken and written, to provide support and handle requests from multiple Canadian provinces.
- Excellent command of using and navigating Pharmacy Management Systems (PMS), with hands-on experience troubleshooting software and basic hardware or network issues.
- Strong analytical, investigative, and problem-solving skills, with the ability to deliver high-quality work that meets SLAs and requires minimal rework.
- Good understanding of pharmacy practice standards, patient information privacy requirements (including Quebec's Law 25), and prescription fulfillment requirements.
- Excellent communication and relationship-building skills, with the ability to collaborate effectively with internal teams and pharmacy clients.
- Highly motivated, creative, and self-directed, with the ability to work effectively under pressure and with minimal supervision.
- Excellent time management and organizational skills, with a high capacity for adaptation, resilience, and flexibility in the face of change.
- Experience managing and documenting tasks using business tools such as Salesforce, Google Docs, or similar platforms.
- Advanced knowledge of English is required for national scope responsibilities, including frequent interaction in English with external parties (clients, vendors, candidates, external partners, etc.), communication in English with internal parties (colleagues, internal partners, stakeholders, etc.), and use of computer tools with English-only interfaces.
Skills
- Kroll Pharmacy Management System
- Salesforce
- Google Docs
- Pharmacy Management Systems (PMS)
- Software troubleshooting
- Network troubleshooting
- Hardware troubleshooting
- Problem-solving
- Analytical skills
- Communication skills
- Relationship building
- Time management
- Organizational skills
- Adaptability
- Resilience
- Flexibility
- Change management
- First-contact resolution
Location
- Canada
Work Type
- Full-time
Experience Level
- 1-3 years
About the Company
- Our TELUS Health Payers and Providers Solutions team is transforming pharmacy operations across Canada through innovative technology and exceptional customer service.