Bilingual Business Analyst II - Pharmacy Operations

Role overview

What you'll do

• Investigate and resolve pharmacy inquiries from customers and Contact Center teams within SLAs.
• Troubleshoot software, provincial drug database connectivity, and e-prescribing issues; document incidents and escalate critical issues.
• Provide bilingual support for PMS configurations, add-on modules, and pricing.
• Collaborate with stakeholders, participate in client meetings, and respond to customer concerns.
• Track product enhancements and legislative updates to support change management and first-call resolution.
• Manage and close tasks and projects using Salesforce, Google Docs, and other tools.

Qualifications

• 1–3 years of experience in a pharmacy environment and/or related field.
• Fully bilingual written and spoken French and English.
• Strong PMS proficiency, software troubleshooting experience, and basic hardware/network troubleshooting.
• Knowledge of pharmacy practice, patient confidentiality regulations including Quebec's Bill 25, and prescription dispensing requirements.
• Strong investigation, problem-solving, communication, relationship-building, time management, and organization skills.
• Experience managing and documenting tasks in Salesforce, Google Docs, or similar tools.

Preferred experience

• Familiarity with a major Canadian PMS such as Kroll, Assyst-Rx, or Ubik is a plus.
• Experience integrating PMS with automated dispensing robots or electronic inventory reordering platforms is a plus.
• TELUS Health product knowledge or healthcare technology experience is a plus.