Care Concierge

Shoppers Drug Mart; Surrey; On-site; CAD 30,000 - 60,000; Part time

Job summary

A community pharmacy in Metro Vancouver is seeking a Care Concierge to enhance patient experiences in pharmacy services. This role includes managing patient appointments, facilitating clinic services, and providing exceptional customer care. Ideal candidates have experience in retail pharmacy or medical clinics and outstanding communication skills, ensuring a smooth operation in a supportive team environment.

Benefits

Purchase discount program

Flexible schedules

Competitive pay

Online learning through Academy

Qualifications

• Experience in retail pharmacy or medical clinic, preferably family practice.
• Outstanding customer service skills with positive interactions.
• Excellent interpersonal and communication skills, both on phone and in person.

Responsibilities

• Create a positive experience for patients accessing clinic services.
• Manage patient appointments using the internal booking scheduler.
• Check-out patients and process payments for pharmacy services.

Skills

Customer service skills

Communication skills

Problem-solving skills

Organizational skills

Interpersonal skills

Time management

Attention to detail

Tools

Microsoft Outlook

Job description

Join a locally owned and operated store to help deliver health, beauty, and convenience services in your community, keeping the customer at the centre of everything you do.

Why this role is important?

Summary:

The Care Concierge plays an integral role in seamlessly integrating the new Pharmacy Care Clinic features into current service offerings and improving pharmacy workflow. They create a positive experience for patients accessing pharmacy care clinic services.

The Care Concierge will receive, welcome, and check-in patients for their pharmacy services appointments. This role promotes the PC Health app to patients and coordinates with pharmacists on duty to ensure the pharmacy care clinic runs smoothly.

Duties and Responsibilities

Customer Service:

• Create a positive experience for patients accessing clinic services.
• Facilitate patient intake by verifying health card details, providing registration forms, and creating or verifying patient profiles in the internal system.
• Raise awareness of pharmacy care clinic services and answer patient questions.
• Set patient expectations regarding process and wait times.
• Help patients navigate the space and services.
• Assist pharmacists and patients with paperwork.
• Adhere to all confidentiality and privacy requirements.
• Drive uptake of the PC Health App with customers and patients.

Administration:

• Manage patient appointments using the internal booking scheduler, ensuring proper scheduling.
• Check-out patients, book follow-up appointments, and process payments for pharmacy services where applicable.
• Maintain accurate patient records according to College standards (e.g., Accuro EMR, Healthwatch, MedMe).
• Complete start-of-day and end-of-day checklists for the Pharmacy Care Clinic.

Skills and Qualifications:

• Experience in retail pharmacy, as a pharmacy assistant, or in a medical clinic, preferably a family practice clinic.
• Outstanding customer service skills and ability to produce positive interactions with patients.
• High professional standards and commitment to maintaining patient confidentiality.
• Excellent interpersonal and communication skills, both on the phone and in person.
• Problem-solving skills and ability to make informed decisions.
• Ability to identify patients who can benefit from pharmacy care clinic services.
• Ability to maintain composure and focus in challenging situations.
• Adherence to processes and procedures with strong attention to detail.
• Strong time management and organizational skills, with the ability to prioritize tasks in a fast-paced environment.
• Proficient with Microsoft Outlook and comfortable learning new systems/software and technologies.
• Ability to work cross-functionally with pharmacy team members to deliver exceptional customer service through teamwork and collaboration.

Why work in a Shoppers Drug Mart store?

Each store has an Associate-Owner, so you work for a local business owner while benefiting from a national brand. Enjoy a purchase discount program, flexible schedules, competitive pay, and online learning through Academy.

Take ownership of your work and find ways to care for your patients, co-workers, customers, and community.

Associate Owners in the Shoppers Drug Mart network value Canada's diversity and strive to reflect this in their products, staff, and store culture. Accommodation is available upon request for applicants and colleagues with disabilities.

We believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct, reinforcing what our customers and stakeholders expect from us.

Compensation:

Hiring range: $20.00 - $25.00 per hour. The actual salary offered may depend on experience, knowledge, and geographic location.