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Pharmacy Patient Experience Specialist

4 weeks ago

Brampton, Ontario, Canada Pillway Full time

Overview

Pillway Pharmacy is seeking a dedicated and innovative individual to join our team as a Pharmacy Patient Experience Specialist. This role focuses on redefining and elevating the patient experience within the pharmacy sector. The ideal candidate will play a key role in facilitating a welcoming onboarding process, guiding patients through prescription transfers, and ensuring all interactions are informative, empathetic, and aligned with our commitment to exceptional service.

Key Responsibilities

  • Enhanced Patient Onboarding: Conduct engaging and informative onboarding sessions for new patients, clearly outlining our services and the benefits of transferring their prescriptions to Pillway Pharmacy.
  • Verification and Support Calls: Ensure the accuracy of patient information and prescription details through meticulous verification calls, providing reassurance and support throughout the process.
  • Dynamic Communication: Serve as the primary point of contact for patient inquiries across digital platforms, delivering timely and empathetic solutions to foster a high level of patient satisfaction.
  • Benefits Communication: Articulate the unique advantages of choosing Pillway Pharmacy, helping patients understand how our services can effectively cater to their healthcare needs.
  • Seamless Prescription Transfer Assistance: Offer comprehensive support during the prescription transfer process, addressing any concerns to ensure a smooth and hassle-free experience for the patient.
  • Feedback and Continuous Improvement: Actively seek and utilize patient feedback to drive continuous improvements in our service delivery.

Qualifications:

  • Proven customer service experience, preferably within a healthcare or pharmacy environment.
  • Exceptional communication skills, capable of explaining complex information in a clear and empathetic manner.
  • A patient-first approach, characterized by a deep understanding of and empathy for patient needs.
  • Adaptability in learning and using new technologies, with the majority of patient interactions occurring online.
  • Familiarity with Kroll Pharmacy Management System (PMS) is desirable, not required.
  • Proficiency in using customer service platforms and technologies.
  • Strong commitment to patient privacy and adherence to PHIPA guidelines.