Front-End Pharmacy Assistant - Express Scripts Canada

The Front-End Pharmacy Assistant works closely on a daily basis with the Member Contact Centre and the Pharmacy to process member prescription requests. The Front-End Pharmacy Assistant will be responsible for processing prescription refills through Kroll and responding to and taking action on member requests as appropriate within his/her scope of practice.

Key Responsibilities

• Obtaining prescription transfers from specialty pharmacies
• Recording and maintaining member information in the CRM system
• Ensure accurate and complete documentation is entered into the appropriate systems of all contacts (internal/external) to maintain high quality customer service
• Work collaboratively with other Registered Technicians, Member Advisors and Supervisors to ensure that best practices are shared
• Call members for upcoming refills and renewals
• Accurately process prescriptions through Kroll including third party adjudication and rescheduling of next fill
• Aid in management assigned tasks and projects
• Other responsibilities commonly performed by specialty pharmacy assistants from time to time.
• Manage team mailboxes/e-mails
• Answer questions and/or resolve customer issues according to Ontario College of Pharmacist’s regulations. uphold quality and productivity standards on all transactions
• Fax and call renewal requests to doctors and maintain member communications channels to ensure that the member does not run out of medications
• Answering calls from patients, collecting information, processing RX orders and other types of service requests

Qualifications

• Bilingualism (French & English) is an asset
• Results-oriented paying attention to detail
• Experience in a Contact Centre would be an asset
• CRM Experience is an asset.
• Pharmacy Assistant Diploma or Equivalent Experience
• Strong customer service focus
• Demonstrates initiative (learn processes and procedures, various benefits) and displays self-motivation to grasp new concepts quickly
• Proficient in Kroll software
• Computer literate, possessing intermediate skills in MS Office (Word, Excel, Outlook)
• Accuracy in Data Entry is mandatory
• 3 years’ specialty pharmacy experience
• A thorough understanding of quality assurance and delivery of service excellence
• Excellent written, verbal and oral communication skills, including knowledge about the correct use of grammar, punctuation and spelling
• Excellent organizational skills, effective time management, and the ability to shift priorities working within established timelines
• Strong interpersonal skills with ability to work independently with minimal supervision
• Knowledge of healthcare/specialty pharmacy, medical supplies & equipment and claims processing
• Team player with the ability to work independently
• Ability to analyze, problem-solve and mediate difficult situations.
• Flexible to situations and adaptable to change
• Ability to multi-task

Express Scripts Canada Is a Cigna Company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: [email protected] Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.