Business Analyst II - Payvider, Pharmacy Implementation

Intello Technologies Inc.; Toronto; On-site; CAD 64,000 - 96,000; Full time

Job summary

Intello Technologies Inc. is looking for a Business Analyst II to join their Pharmacy Implementation team. Candidates should have a deep expertise in Kroll, excellent customer service skills, and the ability to collaborate effectively. This role offers a competitive salary package with opportunities for growth in a dynamic and supportive environment.

Benefits

Comprehensive total rewards package

Minimum 3 weeks of vacation

Flexible benefits plan

Generous pension and share purchase programs

Career growth and development opportunities

Qualifications

• 3+ years Kroll experience is required.
• Exceptional verbal communication and active listening skills.
• Experience working in a Pharmacy environment.

Responsibilities

• Investigate and resolve day to day inquiries from pharmacy customers.
• Collaborate with key stakeholders to complete issue resolution.
• Document and close tasks/projects in appropriate tools.

Skills

Customer Service

Problem Solving

Communication

Education

Related field experience

Tools

Kroll

Job description

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Business Analyst II - Payvider, Pharmacy Implementation

Location:

Toronto, ON, CA, M5J 2V5 Ottawa, ON, CA Vancouver, BC, CA Montréal, QC, CA Calgary, AB, CA

Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

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.

Salary Range: $64,000-$96,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

Please note that the compensation shown in the job postingmay be subject to change in 2025.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team memberwill be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.