Location:
Toronto, ON, CA, M5J 2V5 Calgary, AB, CA Vancouver, BC, CA Ottawa, ON, CA Québec City, QC, CA Halifax, NS, CA Moncton, NB, CA Edmonton, AB, CA Winnipeg, MB, CA Montréal, QC, CA
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Req ID: 55222
Jobs by Category: Health
Job Function: Health Solutions
Status: Full Time
Schedule: Regular
Description
Our team and what we'll accomplish together
Our Payor and Provider Solutions team at TELUS Health is transforming pharmacy operations across Canada through innovative technology and exceptional customer support. As a Business Analyst II on our Pharmacy Customer Support team, you'll be the trusted expert helping pharmacy clients maximize the value of their Kroll Pharmacy Management System (PMS). You'll investigate complex operational challenges, deliver high-quality solutions that meet strict SLAs, and build lasting partnerships with both internal teams and pharmacy clients, all while ensuring they receive the best-in-class support experience.
What you'll do
Investigate and resolve day-to-day pharmacy operational inquiries from customers and internal Contact Center teams, delivering high-quality solutions that meet SLAs with minimal rework
Troubleshoot software glitches, connectivity issues with provincial drug databases (DSQ), and e-prescribing tools, documenting technical incidents and escalating critical issues through to resolution
Collaborate with key internal and external stakeholders to ensure seamless issue resolution and deliver exceptional customer experiences through problem-solving and responsive communication
Provide bilingual (French/English) support for Kroll Pharmacy Management System configurations, add-on modules, and pricing to support pharmacy business operations across all provinces
Participate in client meetings as required, remaining responsive to customer questions and concerns while building strong relationships across the organization
Stay current on product enhancements and legislative updates impacting pharmacies to support effective change management and first-call resolution
Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools while maintaining accuracy and professionalism
Qualifications
What you bring
1-3 years of experience working in a pharmacy environment and/or related field
Fully bilingual proficiency in French and English (both oral and written) to handle support requests across multiple provinces
Strong proficiency in using and navigating Pharmacy Management Systems, with hands-on experience troubleshooting software issues and basic hardware/network troubleshooting
Demonstrated investigative and problem-solving skills with the ability to deliver high-quality work that meets SLAs with minimal rework
Solid understanding of pharmacy standards of practice, patient confidentiality regulations (including Quebec's Bill 25), and prescription dispensing requirements
Excellent communication and relationship-building skills with the ability to collaborate effectively with internal teams and external pharmacy clients
Highly motivated, creative, and self-sufficient with the ability to work successfully under pressure and with minimal direction
Exceptional time management and organization skills with resilience, agility, and flexibility to adapt to change
Experience managing and documenting tasks in business tools (Salesforce, Google Docs, or similar platforms)
Great-to-haves
Deep familiarity with at least one major Canadian PMS (e.g., Kroll, Assyst-Rx, Ubik)
Prior experience linking a PMS with automated dispensing robots (like BD Pyxis or Synmed) or electronic inventory reordering platforms
Knowledge of TELUS Health products and solutions or experience in the healthcare technology sector
Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.
Salary Range: $57,000-$105,000
Performance Bonus or Sales Incentive Plan: 10%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …
Job Type: This is for a current vacancy
A bit about us
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.
TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.
