Customer Care Representative

6 months ago

Oakville, Canada CareRx Full time

**About CareRx**

CareRx is Canada's leading provider of pharmacy services to seniors communities. We serve over 96,000 residents in over 1,600 seniors and other congregate care 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 strategically located across the country. This allows us to deliver medications in a timely and cost-effective manner and quickly respond to routine changes in medication management. We use best-in-class technology that automates the preparation and verification of multi-dose compliance packaging of medication, providing the highest levels of safety and adherence for individuals with complex medication regimes. 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 an opportunity for you.

**Position Summary**

Under the direction of the Customer Care Manager, the Customer Care Representative is responsible for ensuring that exceptional customer care is provided to all residents and their representatives.

**Your Day to Day**
- Update and maintain resident profiles and associated accounts within the pharmacy software program
- Answering the telephone and answering all client account inquiries in a timely and professional manner
- Contact clients, communicate information about CareRx Pharmacy services and documenting all applicable prescription and statement payment information
- Contact residents and/or their representatives for product payment authorization and communicate with other members of the pharmacy team as applicable
- Miscellaneous office and administrative support functions when required
- Complete daily tasks in accordance with established work place policies and procedures
- Consult with members of the pharmacy management team when there are unresolved issues surrounding day to day work functions
- Provide exceptional customer care to LTC homes and retirement communities serviced by CareRx Pharmacy providing support to ensure the highest standard of customer care, optimal resident care and quality of pharmacy service
- Follow all provincial and federal laws, standards and regulations which govern the practice of pharmacy
- Follow all corporate regulations, policies and procedures
- Assist in maintaining and monitoring pharmacy inventory
- Perform duties and accountabilities of the Pharmacy Assistant, when applicable
- Maintain a clean and safe work environment
- Ability to effectively train/mentor pharmacy team members as required

**What You Bring to The Team**
- Excellent customer service and interpersonal skills. Fluent in English and French is an asset.
- Self-directed, requiring mínimal supervision
- Working knowledge of Smart-Link software an asset. Prior experience and knowledge of third party billing
- Proven ability to foster strong partnerships with other members of the health care team
- Effective organization, planning, and time management skills
- An understanding of provincial regulations governing LTC homes and Retirement Communities
- Must be highly organized and possess excellent time management skills
- Motivated to achieve results that reflect a high standard of quality

**Application Process**
- All applicants must successfully pass satisfactory background screening (depending on the role - Criminal Record 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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