Business Analyst II - Payvider, Pharmacy Implementation

Description

Create awesome experiences for our customers.
 

Our team and what we’ll accomplish together

You’ll be joining TELUS Health’s Payor and Provider Solutions team to contribute to the growth of our Pharmacy Customer Support team. You are a highly motivated self-starter with a deep expertise in Kroll, and an engaging style - consistently solving for our customers’ needs and creating a personalized experience in every customer interaction. You will form partnerships with various stakeholders and members of our team. As such, you must have the ability to quickly develop relationships across the organization, and with clients while contributing to a collaborative work environment and delivering exceptional customer experiences through your problem solving skills. If you like working on a close team where your knowledge and experience are used and expanded, then read on as this is the job for you!

What you’ll do

• Investigate and resolve day to day inquiries from pharmacy customers or via our Customer Experience team
• Collaborate with the key stakeholders from internal and external teams to successfully complete issue resolution ensuring clients receive the very best customer service throughout
• Participate in client meetings as required and being responsive to customer questions and concerns in a timely fashion
• Proficiency in Pharmacy Management Solutions (PMS) configurations, add-on modules, and pricing to support pharmacy business operations
• Remain current on product enhancements, legislative updates that impact pharmacies to support seamless change management for pharmacies
• Manage, document and close tasks/projects items in appropriate tools (Salesforce, Google documents, etc.) to maintaining the highest level of service, professionalism and accuracy of internal information 
• Identify areas of opportunity to enhance documentation as needed to support first call resolution for the Customer Experience team 
• Deliver high quality work, meeting internal quality expectation, SLAs and receiving high client satisfaction rates from clients- deliverables require minimal rework by others

Accomplish the following with guidance

• Managing expectations, communication, and effectively interface with working teams and client management
• Proactively adapting and problem solving to meet the changing needs of our customers and business
• Proven capability to quickly learn and adapt information to solve for pharmacy customer business problems 
• Promotes enthusiasm and generates a positively charged working environment, motivating teammates with a "can-do" approach to problems
• Learns from feedback and is constantly improving quality to ensure high quality standards are met
• Considers others’ points of view by asking questions, listening and ensuring understanding through strong verbal and written communication

Qualifications

What you bring

• Experience working in a Pharmacy environment
• 3+ years Kroll experience is required 
• Exceptional verbal communication, written and active listening skills
• Ability to work independently in a fast paced customer support environment and with minimal direction
• Resilient, agile and flexible to change
• Excellent customer service skills with a strong desire to support and please customers
• You demonstrate exceptional time management and organization skills
• You are highly motivated, creative, and self-sufficient with the ability to work successfully under pressure
• 1-3 years of experience in a related field

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.

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.