Company Overview
Macdonald’s Prescriptions is an independent, family-run pharmacy proudly serving the community for over 100 years. We specialize in chronic disease management, medication management, and compounding, offering personalized care that goes beyond a typical retail pharmacy.
Job Summary
The Lab Coordinator plays a pivotal role in the compounding lab, managing the intake and processing of compounded prescription orders in collaboration with pharmacists and compounding staff. This role receives orders via phone, fax, and email, troubleshoots and sets up orders accurately, and coordinates with the sterile and non-sterile compounding teams to ensure timely, accurate fulfillment. The role supports both individual patient prescriptions and business-to-business orders from hospitals, dental offices, and physician practices, managing each account's ordering requirements and standing relationships.
Key Responsibilities
- Order Intake & Processing: Receive and process compounded prescription orders via phone, fax, and email, ensuring all required information is captured accurately.
- Order Troubleshooting: Review incoming orders for completeness and accuracy; follow up with prescribers or patients to resolve missing information, dosage questions, or scheduling conflicts, referring any clinical or therapeutic questions to a pharmacist.
- Production Coordination: Liaise with sterile and non-sterile compounding staff to schedule and track orders through hazardous and non-hazardous preparation, ensuring timely completion and delivery.
- Billing & Third-Party Coordination: Bill prescriptions through pharmacy software, ensuring accuracy of dosage, dosing intervals, third-party billing restrictions, copayment management, coordination of benefits, and assignment of benefits.
- Patient File Management: Create and maintain patient files in pharmacy software, ensuring documentation is accurate and compliant.
- Scheduling: Manage site calendars, appointment changes, and dispensing and shipping schedules.
- Patient & Prescriber Follow-Up: Conduct follow-up calls on outstanding accounts or missing information, referring all clinical questions to a pharmacist.
- Inventory Management: Support inventory tracking, stock rotation, and reconciliation of lab and compounding supplies.
- Documentation & Compliance: Maintain thorough, accurate documentation of order processing in line with SOPs, NAPRA guidelines, and applicable regulatory requirements for sterile, non-sterile, hazardous, and non-hazardous compounding.
- Relationship Management: Develop and maintain professional relationships with prescribers, reimbursement coordinators, infusion coordinators, provincial ministries of health, and private payers.
- Insurance Liaison: Act as liaison between insurance plans and physicians to ensure required paperwork is submitted for coverage review; help resolve third-party billing issues.
Business-to-Business Account Management
- Institutional Order Management: Receive, process, and coordinate bulk and standing orders from hospitals, dental offices, and physician practices, ensuring accurate quantities, formulations, and delivery timelines.
- Account Relationship Management: Serve as primary point of contact for institutional clients, managing reorder schedules, standing order templates, and account-specific preferences.
- Quoting & Pricing Coordination: Prepare price quotes and order estimates for institutional and wholesale clients, coordinating with the pharmacy manager on pricing and contract terms.
- Purchase Order & Invoicing Support: Process purchase orders and coordinate invoicing for business accounts, ensuring documentation aligns with institutional procurement requirements.
- New Account Onboarding: Support the setup of new institutional accounts, including intake of required documentation, credentialing, and account preferences.
- Customer Service: Provide excellent customer service to patients, prescribers, and institutional clients by phone and email.
Qualifications
- Minimum 1 year of pharmacy or healthcare administrative experience (retail, mail-order, or compounding preferred)
- Experience with pharmacy software and third-party/insurance billing
- Strong phone, email, and customer service skills
- Excellent attention to detail and organizational skills
- Ability to multitask and prioritize in a fast-paced environment
- Familiarity with sterile/non-sterile or hazardous/non-hazardous compounding processes an asset (not required)
- Experience managing institutional or wholesale accounts (hospitals, dental offices, physician practices) an asset
What We're Looking For
- Results oriented
- Hands on; inquisitive
- Strong planning ability
- Proven analytical and problem-solving skills
- Quality-focused mindset
Why Join Us
- A safe, supportive, and inclusive workplace
- Flexible scheduling to support a healthy work-life balance
- Ongoing training and professional development
- Investment in technology and innovation
Benefits
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Work Location: In person
Work Location: In person
