Care Concierge

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 as well as creating a positive experience for patients accessing pharmacy care clinic services.

The Care Concierge will receive, welcome, and check-in patients to the pharmacy care clinics 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

• Facilitating patient intake by verifying health card details, providing patient registration forms, and creating or verifying patient profiles in the internal system

• Raise awareness of pharmacy care clinic services available to patients and answer their questions

• Set patient expectations as to process and wait times

• Help patients navigate the space and services

• Assist pharmacist and patients with filling out paperwork

• Adhere to all confidentiality and privacy requirements

• Drive uptake of PC Health App with customer and patients

Administration

• Manage patient appointments through the internal booking scheduler and ensuring all appointments are scheduled appropriately

• Check-out patients, including booking of follow up appointments and processing out of pocket payments for pharmacy services, where applicable.

• Maintain accurate patient records in accordance with the College standards (i.e., Accuro EMR, Healthwatch and MedMe)

• Complete start of day / end of day checklists for the Pharmacy Care Clinic

Skills and qualifications:

• Experience working in a retail pharmacy, as a pharmacy assistant or previous experience working in a medical clinic, ideally a family practice clinic

• Outstanding customer service skills and the ability to consistently produce positive interactions with patients

• High professional standards and a strong track record of and commitment to maintaining patient confidentiality

• Excellent interpersonal and communication skills both on the phone and in-person

• Demonstrated problem-solving skills and ability to make informed decisions

• Ability to identify patients who can benefit from pharmacy care clinic services support

• Ability to maintain composure and focus on the patient in challenging situations

• Proven ability to adhere to processes and procedures and strong detailed orientation

• Strong time management and organization skills and the ability to prioritize numerous tasks in a fast-paced environment

• Proficient with Microsoft Outlook and a comfortable learning new systems / software, technologies

• Work cross functionally with pharmacy team members to deliver exceptional customer service through teamwork and collaboration