Pharmacy Software Support Agent I (TELUS Health)

Toronto, Ontario
Entry Level, Early Career


TELUS Health has an exciting opportunity for experienced Customer Service agents with Pharmacy and/or Health Benefits  knowledge to join our Customer Experience team!
TELUS Health has continued to develop its position and expand its footprint in the healthcare sector with over 1,800 team members dedicated to turning information into better health outcomes for Canadians.
Our culture offers a learning-based environment supported by pay-for-performance and a personal life balance. In this TELUS Health contact centre there are opportunities for you to become eligible for our At Home Agent program .
The TELUS Health At Home Agent (AHA) Program is a deeply meaningful component of TELUS' contact centre strategy. By being a top performer, you have the opportunity to apply to join the AHA Program. By meeting or exceeding certain performance metrics and at least 6-12 months tenure in the role, an AHA is able to work from a dedicated office space within their homes, using all the same tools as their in-office counterparts!

Role Overview:

We currently have roles on our Pharmacy Kroll support team and our Health Benefits Management teams:

The TELUS Health- Kroll team is an industry leader in the development and implementation of pharmacy software solutions in Canada.  As a Technical Customer Service Agent I, you will have to ability to use your technical expertise and directly help retail pharmacy clients nationwide. You will provide support via incoming calls/emails to support Kroll software issues from our community of 4500 + pharmacies. As an expert in your field you must be available to work rotating shifts to support our Kroll pharmacy clients nationwide.

Our Health Benefits Management team, deals directly with retail pharmacy clients, dental offices and patients nationwide, assisting with the transmission and processing of health benefit claims . As a Technical Customer Service Agent I, you will provide support via incoming calls/emails and help analyze, troubleshoot, and resolve issues. As an integral part of the team, you will facilitate exchanging information and adjudicating claims to support our clients with effective benefits management solutions.

If you thrive in a fast-paced environment, are comfortable with technology, and love to work in a collaborative environment, then please read on!

Here's what YOU will be doing:

  • Perform first-level support for pharmacy software issues
  • Manage, resolve, and/or escalate all incoming phone calls, emails, and tickets received while maintaining the highest degree of professionalism and service
  • Document, troubleshoot and resolve issues through the internal ticketing system
  • Determine severity of issues and prioritize resolution/escalation
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Demonstrate excellent customer service skills and exceed customer expectations
  • Preserve and grow your knowledge of help desk procedures, products and services


These are the Skills YOU Bring:
  • Pharmacy Technician diploma, certification or hands on pharmacy experience is a strong asset
  • Proficient pharmacy or health benefit claims management knowledge is a requirement (1-3 years experience)
  • Proficient in Microsoft Office
  • Ability to identify, diagnose and resolve issues
  • Demonstrates excellent customer service skills
  • Sense of humor and superb communication skills
  • Proficient in English both written and verbal is a requirement
  • Bilingualism in English/French is a strong asset
  • Ability to thrive in a team environment
  • Self-motivated with a thirst for knowledge
  • Time management skills and ability to multi-task
  • Post-secondary education in a related field or equivalent work experience
  • Help desk experience
Shift Requirements:
  • You will be required to work rotating shifts 7 days a week, anywhere from 5 A.M. to 2 A.M.
Where we are looking:
  • Downtown Toronto with direct access to Union Station
Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
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.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel 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.
How to Apply