Pharmacy Customer Relations Specialist

3 weeks ago

Edmonton, Canada CareRx Full time

**About CareRx Corporation**

CareRx is Canada’s leading provider of specialty pharmacy services to seniors. We serve more than 96,000 residents in over 1,600 seniors and other communities (long-term care homes, retirement homes, assisted living facilities, and group homes). We are a national organization with a large network of pharmacy fulfillment centres that allows us to deliver medications in a timely and cost-effective manner. We take an active role in working with our home operator partners to promote resident health, staff education, and medication system quality and efficiency.

Whether you do your best work in a dispensary, in a clinical setting, in an office, or on the road, we have a place for you.

**Job Summary**:
The **Customer Relations Specialist** is responsible for day to day customer relations maintenance and promoting pharmacy services.

**Your Day to Day**:

- Answer, in person or on the phone, inquiries from customers and investigate complaints regarding the Pharmacy goods, services and policies; arrange for refunds, exchange and credit for returned merchandise; receive account payments;
- Promote pharmacy billing services; respond to inquiries and emergencies; investigate complaints and update accounts.
- Explain the type and cost of pharmacy services offered; provide information about claims or accounts; update accounts; initiate billing and process claim payments; and receive payment for services
- Perform routine customer maintenance such as address changes; changing/adding direct deposits;
- Maintain knowledge of all pharmacy service rules and regulations
- Maintaining and preparing customer billing packages
- Provide quality assurance to pharmacy billing
- Consigning quoting process including monthly quotes and follow up with customers.
- Processes reconciliations as it relates to the divisions of CareRx and its customers
- Review customer balances as directed by supervisor to identify past due accounts

**What You Bring to The Team**:

- Completion of Post-Secondary education - ideally Pharmacy related
- Customer relations/service experience
- Billing experience - general accounts receivable (AR) preferred
- KROLL Pharmacy Software experience
- Experience using KROLL in a long term care setting would be a strong asset
- Pharmacy experience as a Pharmacy Assistant strongly preferred
- Pharmacy Service or Sales Experience is considered a strong asset
- Pharmacy experience for British Columbia, Alberta, Ontario, and Saskatchewan strongly preferred
- Ability to key 40 - 60 words per minute
- Strong mathematical abilities - ability to complete complex calculations
- Ability to work on spreadsheet and word processing programs
- Knowledge of Pharmacy Service
- Knowledge of major insurance policy for medication

**Qualities for Success**:

- Ability to manage changing priorities
- Ability to work independently, and as a member of a team
- Customer service oriented
- Excellent problem-solving and decision-making skills
- Strong attention to detail
- Strong organizational and time-management skills

**Behavioral Competencies**:

- Work as part of a team - must be able to build and maintain strong team relationships
- Excellent Verbal and Written Communication skills
- Ability to work in a fast paced environment
- Must be able to time manage priorities and be very organized.
- Works under pressure
- Ability to meet tight deadlines
- Strategic thinker with excellent decision making skills
- Adept at building solid relationships
- Strong business acumen
- Analytical and problem solving skills
- Ability to maintain a high level of accuracy in preparing and entering customer information
- Excellent Attention to Detail with a Quality Assurance (QA is critical) focus.
- High skill level in professionalism and energy
- Must have a positive “go-getter” attitude and be cooperative with the team and direct supervisor at all times.
- Effectively manages conflict between clients and organizational units

**Application Process**:

- All applicants must successfully pass satisfactory background screening (depending on the role - Criminal Record Check, Vulnerable Sector Check, Credit Check, Driver’s Abstract, Education Verification, Current Professional Registration) and referencing. Background screening will be completed after an offer of employment has been extended and accepted._

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