Why this role is important?
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the delivery of pharmacy services and participate in the maintenance and operations of the Pharmacy as described by the Pharmacy Standards of Practice, and to provide superior, timely, and pleasant service to customers.
DUTIES & RESPONSIBILITIES :
Greet customer promptly and gather prescription information according to Standard Operating Procedures
Perform duties in priority according to Role assigned on Role Assignment Schedule
Refer to the pharmacist all clinical inquiries, for example, those related to medication purpose, use and recommendations (including prescriptions, OTC’s, and restricted sale products);
diseases and conditions; professional fees; and other inquiries as required by law or company policy
Set realistic customer expectations as to wait times and effectively communicate the time to the customer
Locate and cash out prescriptions and any ancillary items, according to Standard Operating Procedures
Provide accurate information in response to customer inquiries (e.g. store policies, Loyalty), according to
Standard Operating Procedures. Resolve customer issues according to established standards, ensuring appropriate intervention by the pharmacist
Draw customer attention to literature or information as required
Ensure customers requiring counseling (OTC or Rx as defined by operating standards and / or legal policies) are referred to the pharmacist in a timely and appropriate manner.
Maintain and control the cash register in the dispensary in accordance with cash handling policies and procedures
Managing customer inquiries both in person and over the phone
Adhere to all confidentiality and privacy requirements
Receive new and repeat prescription orders in accordance with Standard Operating Procedures
Prepare and submit orders (e.g. medications, OTC's, special orders) with the exception of controlled drugs and narcotics
Adjudicate third party billing, online and manage manual Third-Party Accounts, collecting outstanding monies from customers where necessary
Answer telephone, ensuring that appropriate telephone etiquette is observed at all times and referring to a pharmacist when necessary
Manage incoming faxes according to Pharmacy Standards of Practice
Assist pharmacist in coordinating call backs
Identify patients who are candidates for pharmacy services where appropriate and provide administrative support to the Pharmacist
Contact physicians’ offices as needed (e.g. for special authorization requests etc.) and maintain all relevant documentation
Accurately file completed documentation as per Pharmacy Standards of Practice, in a timely and organized manner
Generate reports as required
Front Shop Merchandising Duties
Ordering and maintaining non-prescription merchandise in the dispensary, including stock rotation and the management of expired product
Assist with opening / closing the lock and leave panels / gates
Assist in removing and replacing patient education and health-related signage
Assist in prescription preparation to company's standards and professional services
Data entry for new prescriptions, and managing refill request processing, adjudicate claim to Third Party payor in accordance with the Pharmacy Standards of Practice;
Review and adjust third party adjudication records
Select medications to fill prescriptions according to Pharmacy Standards of Practice and preferred brand selection
Efficiently count or measure, package, and label prescriptions, as per Pharmacy Standards of Practice, ensuring all relevant information and documentation is complete
May be required to mix, reconstitute, or compound prescriptions, as directed and supervised by the pharmacist
Accept written prescription or refill requests from customers in person or via telephone
Accurately enter and maintain appropriate data within the applicable Pharmacy systems
Resolve technical issues by contacting IT Service Desk or Third-Party adjudicators as required
Ensure prescriptions are prioritized correctly in accordance with workflow
Gather pertinent communication pieces for inclusion with prescription
May be required to perform inventory management, under the direction and supervision of the pharmacist
Maintain proper storage of medications within the pharmacy according to 5S principles
Ensure stock bottles are put away in accordance with established workflow
Maintaining perpetual inventory system in Kroll and Health Watch Next Generation / Delta
Ensure regular replenishment of pharmacy drugs and supplies i.e. BTC and special order
Unpack and receive pharmacy totes inside pharmacy in a secure environment
Ensure narcotic inventory is detail received and records updated under the direct supervision of a Pharmacist
Put away received pharmacy inventory in appropriate location in accordance with established workflow
Manage customer returns and expired products in accordance with established disposal protocol (e.g. Stericycle One Box)
Prioritize recalls and immediately isolate product; quarantine until details of the recall are provided
Ensure stock rotation is completed and expired product is removed from the shelf and returned in accordance with standard operating procedures
Management of preferred generic product e.g. PGL or DSP
Perform cycle counts in accordance with Standard Operating Procedures-
General / Other
Provide support and assistance to the Pharmacist(s) as required, ultimately with a view to enhancing the Pharmacist / customer relationship
Maintain professional image (dress code) and conduct at all times
Promote marketing programs as appropriate and required
Regularly read and action / implement view communication vehicles (e.g. Communication Binder, Communication Board)
Ensure proficiency with Pharmacy Systems
Follow Standard Operating Procedures and Pharmacist direction, and adhere to all legal requirements, including provincial and federal regulations and bi-laws
Comply with all established loss prevention policies and procedures
Maintaining cleanliness of work space according to 5s principles
Skills & Qualifications
High School Diploma
Diploma from a Pharmacy Assistant credited course preferred
Previous Pharmacy Experience preferred
Retail Experience an Asset
Exceptional customer service skills with a talent for building customer loyalty
Effective communication skills
Effective organizational skills, ability to multi task
Problem Solving Skills
Strong attention to detail
The above statement reflects the general details considered necessary to describe the principal functions and duties as required for proper evaluation of the job and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
Why work in a Shoppers Drug Mart store?
Each store has an Associate-Owner, so you will work for a local business owner while having the support of a national brand.
Benefit from a purchase discount program, flexible and varied schedules, competitive pay and online learning through SDMU.
Take ownership of your work and find more ways to care about your patients, co-workers, customers and community.
Associate Owners in the Shoppers Drug Mart network recognize Canada's diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they create in their stores.
Accommodation is available upon request for applicants and colleagues with disabilities.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct it reinforces what our customers and stakeholders expect of us.