Resolution Manager Jobs in Ontario (NOW HIRING)

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

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.