Pharmacy Client Engagement Representative

Job Purpose:

This new role reporting to Manager, Pharmacy Patient Contact Centre, the Pharmacy Client Engagement Representative will be responsible for contacting and engaging Rexall pharmacy clients, client's caregivers, Rexall stores and operations team members. They will enroll and follow-up with clients on corporate client engagement pharmacy programs. As part of the role, the Pharmacy Client Engagement Representative will also provide support to Rexall stores on client engagement programs.

Job Dimensions:

DIRECT REPORTS: N/A

FINANCIAL: N/A

OTHER: Client/Store interactions

Client/Store program enrollments

Available 7-days a week (including outside regular RSC office hours)

Available for rotational on-call (including outside regular RSC office hours)

Principal Responsibilities:

• Effectively execute corporate client engagement programs centrally to eligible Rexall clients/caregivers in 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 to 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.

Knowledge, skills and experience:

• 1-2 years previous Nexxsys or related system experience is required
• Pharmacy Assistant/Technician experience is required
• Previous experience in a support or help desk work environment is an asset
• Previous experience using call center software is an asset
• 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

Context and Environment:

Customer focused environment that requires the jobholder to build a relationship with the clientele while maintaining the call duration within the set standards. Must be capable of multi-tasking and able to converse and update tracker simultaneously. 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.

Internal Communications:

• Manager, Pharmacy Patient Contact Centre
• Pharmacy Client Engagement Representatives
• Store and operations team members

External Communications:

• Rexall Pharmacy clients and client's caregivers
• Third party providers and consultants

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Our hiring process uses AI-enabled tools to assist with the assessment of applications based on job-related criteria. All decisions are made by the hiring team.

Rexall Pharmacy Group is committed to providing an accessible environment for all of our customers, employees, and job applicants. Rexall Pharmacy Group will make available to any selected applicants' accommodations and/or accessible formats should they require. Candidates are encouraged to discuss any accommodation they may need in order to allow for the most effective selection process.