Pharmacy Customer Care Team Lead - Edmonton, Canada - CareRx

CareRx

Verified Company

Edmonton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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:

Under the direction of the Customer Care Manager, the
Customer Care Team Lead is responsible for supporting CareRx customer service activities, ensuring efficient workflow within the department and that exceptional customer care is provided to all residents and their representatives.

Your Day to Day:

Provide day to day supervision of tasks to the Customer Care Team, escalating issues to the Customer Care Manager
Organize allocation of daily/weekly/monthly/quarterly tasks to team members and ensure accountability under the direction of the Customer Care Manager
Ensure workflow within the department is efficient and that management is informed if process/personal changes/adjustments are required
Consult with members of the pharmacy management team when there are unresolved issues surrounding day to day work functions within the team
Training and mentorship of new and existing team members to develop the overall efficiency of the department
Assist with identifying opportunities for improvement and developing programs and procedures to enhance productivity and performance within the department
Support the Customer Care Team as the first point of contact for escalations, resolving customer questions or complaints as required
Promote pharmacy billing services; respond to inquiries and emergencies; investigate complaints and update accounts.
Maintain strong internal and external relationships
Miscellaneous office and administrative support functions when required
Maintaining and preparing customer billing packages
Complete daily tasks in accordance with established work place policies and procedures
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
Provide quality assurance to pharmacy billing.
Processes reconciliations as it relates to the divisions of CareRx and its customers
Follow all provincial and federal laws, standards and regulations which govern the practise of pharmacy
Follow all corporate regulations, policies and procedures
Any additional tasks as required
Maintain a clean and safe work environment

What You Bring to The Team:

Completion of Post-Secondary education
ideally Pharmacy related
1 year or more Customer relations/service experience
1 year or more Leadership experience
Selfdirected requiring mínimal supervision and the ability to adapt to changes in job environment while work independently
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 preferred
Must be highly organized and possess excellent time management skills
Motivated to achieve results that reflect a high standard of quality
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
1 year or more 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 is considered an asset
Ability to key 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
Ability to lead others
Customer service oriented
Excellent problemsolving and decisionmaking skills
Strong attention to detail

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 me