Technology Analyst II - TELUS Health

Intello Technologies Inc.; Edmonton, Halifax, Montreal, Vancouver, Toronto; On-site; CAD 60,000 - 90,000; Full time

Job summary

A leading company is seeking a Technology Analyst II within their Pharmacy Operations team. The successful candidate will leverage technical expertise in Kroll Pharmacy Management System to enhance customer service and operational excellence while working in a dynamic team environment in Edmonton.

Benefits

Comprehensive total rewards package

Minimum 3 weeks vacation

Flexible benefits plan

Generous company matched pension

Career growth and learning opportunities

Qualifications

• 2+ years of experience with Kroll Pharmacy Management System (PMS).
• Strong computer and interpersonal skills.

Responsibilities

• Investigate and resolve inquiries from pharmacy customers.
• Collaborate with key stakeholders for issue resolution.
• Configuration and installation of Kroll PMS.

Skills

Problem Solving

Customer Service

Time Management

Interpersonal Skills

Decision-Making

Education

Post-secondary technical diploma/certification

Tools

Kroll Pharmacy Management System

Salesforce

Microsoft Office

G-suite

Job description

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Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

Description

Join our team

You will be part of a future friendly national team, one that lives the TELUS values at its core. 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 Pharmacy Management System (PMS), 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. We are a growing team with dynamic strengths who share a real passion for solving complex business problems. We are looking for energetic individuals who are detail oriented, have a positive perspective, and take pride in operational excellence. 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!

Here’s the impact you’ll make and what we’ll accomplish together

As a Technology Analyst II, within our Pharmacy Operations team, you will leverage your technical acumen, creative problem-solving, collaborating and interpersonal skills to take on a broad array of challenges to deliver operational and customer service excellence. As a team member in this exciting and fast-paced environment, the Technology Analyst II will work on various projects which take place during the day or at night.

Our industry and technologies are constantly changing, so an essential part of being successful in this role involves being able to adapt and thrive in an environment of change. On any given day, you will work closely with various internal and external teams, provide status updates and reporting to management teams, implement training, and take ownership of any major projects where a team of Analysts are involved. If you have insatiable curiosity, relentless drive, and limitless optimism, we’ll be excited to have you join us to tackle some of our biggest opportunities and challenges.

What you’ll do

• Work as an individual contributor and in a team environment
• 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
• Determine correct escalation path and ensure adequate support is provided in a timely manner
• Provide status updates and written reports for stakeholders
• Take ownership of all assigned projects and be accountable for follow-up actions
• Configuration and installation of TELUS’ Kroll Pharmacy Management System (PMS) on desktop and server systems running on Windows platforms (including remote setup)
• Installation and support of TCP/IP based networks
• 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 maintain the highest level of service, professionalism and accuracy of internal information
• Assist in the continuous improvement of TELUS’ processes and procedures
• Deliver high quality work, meeting internal quality expectation, SLAs and receiving high client satisfaction rates from clients- deliverables require minimal rework by others

Qualifications

You’re the missing piece of the puzzle

• Strong Computer and interpersonal skills
• Strong decision-making and conflict management skills
• Exceptional time management and organization skills
• Highly motivated and self-starter
• 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

Required Skills & Abilities

• 2+ years Kroll Pharmacy Management System (PMS) experience is required
• Post-secondary technical diploma/certification
• Advanced knowledge of PC hardware and Peripherals
• Advanced knowledge of Windows Server & Desktop Operating systems
• Intermediate Networking knowledge
• Hardware, software, and network troubleshooting skills
• Be able to work according to a continuously flexible work schedule
• Experience leading projects
• Proficient in use of G-suite, Microsoft Office, and Salesforce
• Ability to travel within the local region, as well as occasional out of province special projects (within Canada)

Great-to-haves

• Background and/or past work experience in network, corporate security, or systems operations areas will be beneficial
• Intermediate knowledge of Microsoft SQL

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.

Salary Range: $60,000-$90,000

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.