Senior Business Analyst II – Pharmacy Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Investigate and address daily pharmacy operational inquiries from both customers and internal Contact Center teams.

• Provide high-quality solutions that align with SLAs and minimize rework.

• Diagnose software issues, connectivity problems with provincial drug databases (DSQ), and e-prescribing tools.

• Record technical incidents and escalate critical matters until they are resolved.

• Collaborate with both internal and external stakeholders to resolve issues and ensure exceptional customer experiences.

• Offer bilingual support in French and English for Kroll Pharmacy Management System setups, add-on modules, and pricing.

• Attend client meetings as necessary and address customer inquiries and concerns.

• Remain updated on product enhancements and legislative changes impacting pharmacies.

• Assist with change management and first-call resolutions.

• Manage, document, and finalize tasks and projects using Salesforce, Google Docs, and other relevant tools.

⛳️ Requirements

• 1–3 years of experience in a pharmacy setting and/or a related field.

• Fully bilingual in French and English, with proficiency in both spoken and written communication.

• Strong ability to use and navigate Pharmacy Management Systems effectively.

• Practical experience in troubleshooting software issues and basic hardware/network problems.

• Proven investigative and problem-solving capabilities.

• Solid grasp of pharmacy standards of practice, patient confidentiality regulations—including Quebec's Bill 25—and prescription dispensing requirements.

• Excellent communication and relationship-building skills.

• Ability to thrive under pressure and work with minimal supervision.

• Outstanding time management and organizational abilities.

• Experience in managing and documenting tasks using Salesforce, Google Docs, or similar platforms.

• Extensive familiarity with at least one major Canadian PMS, such as Kroll, Assyst-Rx, or Ubik.

• Previous experience linking a PMS with automated dispensing robots like BD Pyxis or Synmed, or electronic inventory reordering systems.

• Knowledge of TELUS Health products and solutions or experience within the healthcare technology sector.

• Advanced English proficiency necessary for regular interactions with both external and internal stakeholders and the use of English IT tools.

🏝️ Benefits

• Comprehensive total rewards package.

• Competitive salary and bonus structures.

• Minimum of 3 weeks of vacation.

• Flexible benefits plan tailored to meet the needs of you and your family.

• Option to work in-office, virtually, or a combination of both, depending on the role's requirements.

• Generous company-matched pension and share purchase programs.

• Opportunities to give back to the communities where we work, live, and serve.

• Career advancement and learning & development opportunities.

• Accommodation for applicants with disabilities throughout the recruitment process.