David Aplin Group has partnered up with a large Healthcare Organization seeking Pharmacy Assistants to work in a Call Centre Environment.
Must be able to work within the Pharmacy hours Monday Friday 7:30 am to 6:00 pm, occasional Saturdays and statutory holidays. This role may be required to work additional and/or alternate hours/days/shifts when required by management.
Accurately process prescriptions through Kroll including third party adjudication and rescheduling of next fill
Recording and maintaining member information in the CRM system
Answering questions from patients and/or resolve customer issues according to Ontario College of Pharmacists regulations.
Uphold quality and productivity standards on all transactions
Collecting information, processing RX orders and other types of service requests
Obtaining prescription transfers from retail pharmacies
Fax and call renewal requests to doctors and maintain member communications channels to ensure that the member does not run out of medications
Support auto- notifications and call members for upcoming refills and renewals
Ensure accurate and complete documentation is entered into the appropriate systems of all contacts (internal/external) to maintain high quality customer service
Manage team mailboxes/e-mails
Aid in management assigned tasks and projects
Work collaboratively with other Registered Technicians, Member Advisors and Supervisors to ensure that best practices are shared
Other responsibilities commonly performed by retail pharmacy assistants.
Pharmacy Assistant Diploma or Equivalent Experience
0-3 years retail pharmacy experience
Knowledge of healthcare/pharmacy, medical supplies & equipment and claims processing
Excellent written, verbal and oral communication skills, including knowledge about the correct use of grammar, punctuation and spelling
Experience in a Contact Centre would be an asset
Team player with the ability to work independently
Strong customer service focus
Computer literate, possessing intermediate skills in MS Office (Word, Excel, Outlook)
Strong interpersonal skills with ability to work independently with minimal supervision
Flexible to situations and adaptable to change
A thorough understanding of quality assurance and delivery of service excellence
Excellent organizational skills, effective time management, and the ability to shift priorities working within established timelines
Demonstrates initiative (learn processes and procedures, various benefits) and displays self-motivation to grasp new concepts quickly
Ability to analyze, problem-solve and mediate difficult situations.