Pharmacy Client Engagement Representative

Rexall Pharmacy Group LTD•Mississauga, ON

3d•Hybrid

About The Position

Reporting to the Manager, Pharmacy Patient Contact Centre, the Pharmacy Client Engagement Representative is responsible for contacting and engaging Rexall pharmacy clients, their caregivers, Rexall stores, and operations team members. This role involves enrolling and following up with clients on corporate client engagement pharmacy programs and providing support to Rexall stores regarding these programs. The position is an existing role on the team and is a hybrid role.

Requirements

1-2 years previous Nexxsys or related system experience is required.
Pharmacy Assistant/Technician experience is required.
Proven customer service skills.
Excellent communication skills both written and verbal.
Intermediate digital literacy: Word, Excel, Outlook.
Strong attention to detail and excellent organizational skills.
Ability to work in a fast-paced environment and time-critical environment independently and within a team environment.
Discretion in handling confidential matters.
Ability to employ professionalism, patience and self-control in handling upset customers and working with internal and external partners.
Able to type 30WPM and sit at a computer keyboard, view a computer monitor, and use a telephone headset for extended periods of time.
Ability to be flexible and quickly adapt to changing business needs and processes.

Nice To Haves

Previous experience in a support or help desk work environment is an asset.
Previous experience using call center software is an asset.

Responsibilities

Effectively execute corporate client engagement programs centrally to eligible Rexall clients/caregivers in a professional & courteous manner.
Deliver on program targets as it relates to client engagement, enrollment, and key program critical metrics.
Professionally represent Rexall using excellent interpersonal and communication skills when interacting with clients, caregivers, and Rexall stores and operations team members.
Navigate and perform activities on the pharmacy system or other program tools to ensure effective and efficient execution of the client engagement program.
Update and maintain appropriate files in a timely manner to ensure accuracy of the program.
Log all client and caregiver interactions and accurately craft and maintain action notes in an interaction tracking database.
Accurately and expertly communicate engagement related outcomes with Rexall stores and operation teams in a timely manner.
Adhere to regulations of a health information custodian with respect to personal health information in connection with Rexall clients.
Achieve and maintain a performance standard, including but not limited to; call volume, call quality, customer satisfaction in accordance with departmental direction and Standard Operating Procedures (SOP).
Adhere to shift schedules and maintain acceptable attendance.
Perform other duties as assigned to support Rexall Pharmacy Group Ltd.