JobsBusiness & Financial AnalystEdmontonBusiness Analyst II - Senior Pharmacy Operations
TELUS
Posted 2 days ago · Jobs at TELUS
Business Analyst II - Senior Pharmacy Operations
TELUS · Calgary, Alberta, Canada · also Edmonton, Alberta, Canada, Vancouver, British Columbia, Canada, Winnipeg, Manitoba, Canada
In short
The Business Analyst will investigate and resolve complex pharmacy operational inquiries while ensuring high-quality solutions meet strict service level agreements. They will also collaborate with internal and external stakeholders to troubleshoot software and connectivity issues within the Kroll Pharmacy Management System.
What they're looking for
MUST-HAVE SKILLS
ALSO MENTIONED
Candidates must have 1–3 years of experience in a pharmacy environment and possess full bilingual proficiency in French and English. Strong technical skills in pharmacy management systems and a solid understanding of pharmacy standards and patient confidentiality regulations are required.
About TELUS
At TELUS, our purpose-driven team works together every day to innovate and do good. From providing technology solutions that make our lives safer and easier, to supporting those who need it most, our inclusive, spirited and giving people are passionate about empowering our customers, communities and each other to thrive in our digital world. A company that helps you be your best self at home and at work: Find a place where you truly belong, your opinions are valued and you can be your best self. A career that ignites your full potential: Get the guidance and support you need to explore your interests, build your skills and get where you want to go. A culture that goes beyond the expected to strengthen communities and the planet: Seize the opportunity to make a difference in our communities and do good for our planet as part of our purpose-driven team. An innovative team committed to solving complex, real world problems: Join a digitally-enabled workforce that’s pushing the boundaries to create sustainable change. We're always building Canada, join us at www.telus.com/careers
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Questions about this role
- Is this TELUS role remote?
- Tagged on site.
- Does it sponsor visas?
- Listed as no visa sponsorship.
- What experience does it ask for?
- Listed as 2-5 years.
The posting, in full
Description Our Payor and Provider Solutions team at TELUS Health is transforming pharmacy operations across Canada through innovative technology and exceptional customer support. As a Business Analyst II on our Pharmacy Customer Support team, you'll be the trusted expert helping pharmacy clients maximize the value of their Kroll Pharmacy Management System (PMS). You'll investigate complex operational challenges, deliver high-quality solutions that meet strict SLAs, and build lasting partnerships with both internal teams and pharmacy clients, all while ensuring they receive the best-in-class support experience.
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Description
Our team and what we'll accomplish together
Our Payor and Provider Solutions team at TELUS Health is transforming pharmacy operations across Canada through innovative technology and exceptional customer support. As a Business Analyst II on our Pharmacy Customer Support team, you'll be the trusted expert helping pharmacy clients maximize the value of their Kroll Pharmacy Management System (PMS). You'll investigate complex operational challenges, deliver high-quality solutions that meet strict SLAs, and build lasting partnerships with both internal teams and pharmacy clients, all while ensuring they receive the best-in-class support experience.
What you'll do
Investigate and resolve day-to-day pharmacy operational inquiries from customers and internal Contact Center teams, delivering high-quality solutions that meet SLAs with minimal rework
Troubleshoot software glitches, connectivity issues with provincial drug databases (DSQ), and e-prescribing tools, documenting technical incidents and escalating critical issues through to resolution
Collaborate with key internal and external stakeholders to ensure seamless issue resolution and deliver exceptional customer experiences through problem-solving and responsive communication
Provide bilingual (French/English) support for Kroll Pharmacy Management System configurations, add-on modules, and pricing to support pharmacy business operations across all provinces
Participate in client meetings as required, remaining responsive to customer questions and concerns while building strong relationships across the organization
Stay current on product enhancements and legislative updates impacting pharmacies to support effective change management and first-call resolution
Manage, document, and close tasks and projects in Salesforce, Google Docs, and other tools while maintaining accuracy and professionalism
Qualifications
What you bring
1–3 years of experience working in a pharmacy environment and/or related field
Fully bilingual proficiency in French and English (both oral and written) to handle support requests across multiple provinces
Strong proficiency in using and navigating Pharmacy Management Systems, with hands-on experience troubleshooting software issues and basic hardware/network troubleshooting
Demonstrated investigative and problem-solving skills with the ability to deliver high-quality work that meets SLAs with minimal rework
Solid understanding of pharmacy standards of practice, patient confidentiality regulations (including Quebec's Bill 25), and prescription dispensing requirements
Excellent communication and relationship-building skills with the ability to collaborate effectively with internal teams and external pharmacy clients
Highly motivated, creative, and self-sufficient with the ability to work successfully under pressure and with minimal direction
Exceptional time management and organization skills with resilience, agility, and flexibility to adapt to change
Experience managing and documenting tasks in business tools (Salesforce, Google Docs, or similar platforms)
Great-to-haves
Deep familiarity with at least one major Canadian PMS (e.g., Kroll, Assyst-Rx, Ubik)
Prior experience linking a PMS with automated dispensing robots (like BD Pyxis or Synmed) or electronic inventory reordering platforms
Knowledge of TELUS Health products and solutions or experience in the healthcare technology sector
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.