SUMMARY:
To assist with the technical functions of dispensing prescriptions, assist as appropriate in the
delivery of pharmacy services and participate in the maintenance and operations of the
Pharmacy as described by the Pharmacy Standards of Practice, and to provide superior, timely,
and pleasant service to customers.

DUTIES & RESPONSIBILITIES:
Customer Service
• Greet customer promptly and gather prescription information according to Standard
Operating Procedures
• Perform duties in priority according to Role assigned on Role Assignment Schedule
• Refer to the pharmacist all clinical inquiries, for example, those related to medication
purpose, use and recommendations (including prescriptions, OTC’s, and restricted sale
products); diseases and conditions; professional fees; and other inquiries as required by
law or company policy
• Set realistic customer expectations as to wait times and effectively communicate the
time to the customer
• Locate and cash out prescriptions and any ancillary items, according to Standard
Operating Procedures
• Provide accurate information in response to customer inquiries (e.g. store policies,
Loyalty), according to Standard Operating Procedures. Resolve customer issues
according to established standards, ensuring appropriate intervention by the pharmacist
• Draw customer attention to literature or information as required
• Ensure customers requiring counseling (OTC or Rx as defined by operating standards
and/or legal policies) are referred to the pharmacist in a timely and appropriate manner.
• Maintain and control the cash register in the dispensary in accordance with cash
handling policies and procedures
• Managing customer inquiries both in person and over the phone
• Adhere to all confidentiality and privacy requirements
Administration
• Receive new and repeat prescription orders in accordance with Standard Operating
Procedures
• Prepare and submit orders (e.g. medications, OTC’s, special orders) with the exception
of controlled drugs and narcotics
• Adjudicate third party billing, online and manage manual Third-Party Accounts,
collecting outstanding monies from customers where necessary
• Answer telephone, ensuring that appropriate telephone etiquette is observed at all
times and referring to a pharmacist when necessary
• Manage incoming faxes according to Pharmacy Standards of Practice
• Assist pharmacist in coordinating call backs
• Identify patients who are candidates for pharmacy services where appropriate and
provide administrative support to the Pharmacist
• Contact physicians’ offices as needed (e.g. for special authorization requests etc.) and
maintain all relevant documentation
• Accurately file completed documentation as per Pharmacy Standards of Practice, in a
timely and organized manner
• Generate reports as required
Front Shop Merchandising Duties
• Ordering and maintaining non-prescription merchandise in the dispensary, including
stock rotation and the management of expired product
• Assist with opening/closing the lock and leave panels/gates
• Assist in removing and replacing patient education and health-related signage
Prescription Workflow
• Assist in prescription preparation to company’s standards and professional services
• Data entry for new prescriptions, and managing refill request processing, adjudicate
claim to Third Party payor in accordance with the Pharmacy Standards of Practice;
Review and adjust third party adjudication records
• Select medications to fill prescriptions according to Pharmacy Standards of Practice and
preferred brand selection
• Efficiently count or measure, package, and label prescriptions, as per Pharmacy
Standards of Practice, ensuring all relevant information and documentation is complete
• May be required to mix, reconstitute, or compound prescriptions, as directed and
supervised by the pharmacist
• Accept written prescription or refill requests from customers in person or via telephone
• Accurately enter and maintain appropriate data within the applicable Pharmacy systems
• Resolve technical issues by contacting IT Service Desk or Third-Party adjudicators as
required
• Ensure prescriptions are prioritized correctly in accordance with workflow
• Gather pertinent communication pieces for inclusion with prescription
Inventory Management
• May be required to perform inventory management, under the direction and
supervision of the pharmacist
• Maintain proper storage of medications within the pharmacy according to 5S principles
• Ensure stock bottles are put away in accordance with established workflow
• Maintaining perpetual inventory system in Kroll and Health Watch Next
Generation/Delta
• Ensure regular replenishment of pharmacy drugs and supplies i.e. BTC and special order
• Unpack and receive pharmacy totes inside pharmacy in a secure environment
• Ensure narcotic inventory is detail received and records updated under the direct
supervision of a Pharmacist
• Put away received pharmacy inventory in appropriate location in accordance with
established workflow
• Manage customer returns and expired products in accordance with established disposal
protocol (e.g. Stericycle One Box)
• Prioritize recalls and immediately isolate product; quarantine until details of the recall
are provided
• Ensure stock rotation is completed and expired product is removed from the shelf and
returned in accordance with standard operating procedures
• Management of preferred generic product e.g. PGL or DSP
• Perform cycle counts in accordance with Standard Operating Procedures-
General/Other
• Provide support and assistance to the Pharmacist(s) as required, ultimately with a view
to enhancing the Pharmacist/customer relationship
• Maintain professional image (dress code) and conduct at all times
• Promote marketing programs as appropriate and required
• Regularly read and action/implement view communication vehicles (e.g.
Communication Binder, Communication Board)
• Ensure proficiency with Pharmacy Systems
• Follow Standard Operating Procedures and Pharmacist direction, and adhere to all legal
requirements, including provincial and federal regulations and bi-laws
• Comply with all established loss prevention policies and procedures
• Maintaining cleanliness of work space according to 5s principles

Skills & Qualifications
• High School Diploma
• Diploma from a Pharmacy Assistant credited course preferred
• Previous Pharmacy Experience preferred
• Retail Experience an Asset
• Exceptional customer service skills with a talent for building customer loyalty
• Effective communication skills
• MS Office
• Effective organizational skills, ability to multi task
• Problem Solving Skills
• Strong attention to detail
Physical Requirements
• Ability to lift up to 50 pounds
• Ability to climb ladder
• Ability to bend and stretch to stock shelves

The above statement reflects the general details considered necessary to describe the principal
functions and duties as required for proper evaluation of the job and shall not be construed as a
detailed description of all the work requirements that may be inherent in the job.