Care Concierge

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

Job summary

A leading company in the health and beauty sector is seeking a Care Concierge to enhance patient experiences in their pharmacy care clinic. The role involves welcoming patients, managing appointments, and promoting health services, ensuring a smooth operation within the pharmacy. Ideal candidates will have experience in retail pharmacy, excellent customer service skills, and a commitment to patient confidentiality. Join a supportive team that values community engagement and diversity.

Benefits

Purchase discount program

Flexible schedules

Competitive pay

Online learning through Academy

Qualifications

• Experience in retail pharmacy as a pharmacy assistant or in a medical clinic, preferably a family practice.
• Outstanding customer service skills and ability to produce positive interactions.
• Strong time management and organizational skills.

Responsibilities

• Create a positive experience for patients accessing clinic services.
• Manage patient appointments using the internal booking system.
• Promote the PC Health App to patients.

Skills

Customer service skills

Interpersonal skills

Problem-solving skills

Time management

Organizational skills

Communication skills

Education

Experience in retail pharmacy or medical clinic

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 center 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 improved pharmacy workflow, creating 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 will promote the PC Health app to patients and coordinate 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 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.
• Promote the PC Health App to patients and customers.

Administration:

• Manage patient appointments using the internal booking system, 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.
• Outstanding customer service skills and ability to produce positive interactions.
• High professional standards with a strong commitment to patient confidentiality.
• Excellent interpersonal and communication skills, both on the phone and in person.
• Strong problem-solving skills and decision-making ability.
• Ability to identify patients who can benefit from pharmacy care clinic services.
• Ability to maintain composure in challenging situations.
• Adherence to processes and procedures with attention to detail.
• Strong time management and organizational skills to prioritize tasks in a fast-paced environment.
• Proficiency with Microsoft Outlook and willingness to learn new systems and technologies.
• Ability to work cross-functionally with pharmacy team members to deliver exceptional customer service.

Why work in a Shoppers Drug Mart store?

Each store has an Associate-Owner, so you will 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.

Our Associate Owners recognize Canada’s diversity as an opportunity to better serve their communities, reflecting the nation’s evolving diversity in products, staffing, 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 stakeholder expectations.

Compensation:

Hiring Range / Échelle salariale à l’embauche : $18.00 - $20.00 per hour. Compensation may vary based on experience, knowledge, and geographic location.