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Care Concierge

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Shoppers Drug Mart

Aug 9, 2024

  • Job
    Full-time
    Junior & Mid Level
  • Leduc
  • Quick Apply

AI generated summary

  • You need retail pharmacy or medical clinic experience, strong customer service, communication, problem-solving skills, attention to detail, and proficiency in Microsoft Outlook.
  • You will ensure a positive patient experience, verify health details, manage appointments, assist with paperwork, maintain records, and promote pharmacy services and the PC Health App.

Requirements

  • Experience working in a retail pharmacy, as a pharmacy assistant or previous experience working in a medical clinic, ideally a family practice clinic
  • Outstanding customer service skills and the ability to consistently produce positive interactions with patients
  • High professional standards and a strong track record of and commitment to maintaining patient confidentiality
  • Excellent interpersonal and communication skills both on the phone and in-person
  • Demonstrated problem-solving skills and ability to make informed decisions
  • Ability to identify patients who can benefit from pharmacy care clinic services support
  • Ability to maintain composure and focus on the patient in challenging situations
  • Proven ability to adhere to processes and procedures and strong detailed orientation
  • Strong time management and organization skills and the ability to prioritize numerous tasks in a fast-paced environment
  • Proficient with Microsoft Outlook and a comfortable learning new systems / software, technologies
  • Work cross functionally with pharmacy team members to deliver exceptional customer service through teamwork and collaboration

Responsibilities

  • Customer Service:
  • Create a positive experience for patients accessing clinic services
  • Facilitating patient intake by verifying health card details, providing patient registration forms, and creating or verifying patient profiles in the internal system
  • Raise awareness of pharmacy care clinic services available to patients and answer their questions
  • Set patient expectations as to process and wait times
  • Help patients navigate the space and services
  • Assist pharmacist and patients with filling out paperwork
  • Adhere to all confidentiality and privacy requirements
  • Drive uptake of PC Health App with customer and patients
  • Administration:
  • Manage patient appointments through the internal booking scheduler and ensuring all appointments are scheduled appropriately
  • Check-out patients, including booking of follow up appointments and processing out of pocket payments for pharmacy services, where applicable
  • Maintain accurate patient records in accordance with the College standards (i.e., Accuro EMR, Healthwatch and MedMe)
  • Complete start of day / end of day checklists for the Pharmacy Care Clinic

FAQs

What is the role of a Care Concierge?

The Care Concierge integrates pharmacy care clinic features into existing services, enhances pharmacy workflow, and ensures a positive experience for patients accessing pharmacy care clinic services.

What qualifications are needed to apply for the Care Concierge position?

Experience in a retail pharmacy or medical clinic, outstanding customer service skills, professionalism, strong communication skills, problem-solving ability, and proficiency in Microsoft Outlook are required.

What are the main responsibilities of a Care Concierge?

The Care Concierge is responsible for greeting and checking in patients, managing appointments, assisting with paperwork, promoting the PC Health app, and helping to maintain patient records accurately.

Is experience in healthcare necessary for this role?

Yes, prior experience working in a retail pharmacy or medical clinic, ideally in a family practice, is preferred for this position.

How does the Care Concierge contribute to customer service?

The Care Concierge creates a positive experience for patients, facilitates patient intake, answers questions, sets expectations regarding processes and wait times, and navigates patients through services.

Does this role require adherence to confidentiality standards?

Yes, maintaining patient confidentiality and adhering to privacy requirements is crucial in this role.

Is training provided for the Care Concierge?

Yes, training is provided, and employees can benefit from online learning through Academy and support from the pharmacy team.

Can someone with a disability apply for the Care Concierge position?

Yes, accommodation is available upon request for applicants and colleagues with disabilities.

What kind of environment can a Care Concierge expect to work in?

The Care Concierge will work in a fast-paced environment within a locally owned and operated store that values teamwork, community service, and customer care.

Are there opportunities for growth and development within the Care Concierge position?

Yes, working in a Shoppers Drug Mart store provides opportunities for career growth and the ability to take ownership of one's work while serving the community.

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Shoppers Drug Mart

Helping millions of Canadians Live Life Well.

Science & Healthcare
Industry
1001-5000
Employees

Mission & Purpose

Shoppers Drug Mart Corporation is a licensor of full-service retail drug stores operating under the name Shoppers Drug Mart® (Pharmaprix® in Québec). Founded in 1962 by Toronto pharmacist Murray Koffler, we have grown to a national network of more than 1,300 Shoppers Drug Mart/Pharmaprix stores across Canada.