Product Specialist
Shoppers Drug Mart
Toronto, ON
Unit 3 - 75 Lesmill Road, Toronto, Ontario, M3B 2T8

At MediSystem Pharmacy, you can use your skills to do meaningful work that has a real impact, in an environment that promotes learning, growth and opportunity. Whether it's your first job or you're ready for a new challenge, MediSystem Pharmacy can turn your potential into performance that is recognized and rewarded. We offer competitive pay, full benefits, and a work-life balance.

Why this role is important?

Reporting directly to the Product Manager, the Product Specialist is the Team Lead of a project who will manage it from beginning to end. This individual will be responsible to ensure all parties involved are updated on the project (i.e Notice of transition, Audits, Training, Go Live) and will work closely with client and Operations to ensure a smooth transition and/or conversion of facility/Physicians to MediSystem. They will support internal and external users on the product with continually updated training resources and adhoc troubleshooting. Maintainance and updates to the Standard Operatining Procedures and work instructions for any ePrescribing solutions will be a key task. It is expected that this individual will apply sound judgment from their knowledge and experience to escalate situations when necessary if issues or problems should arise.

What You'll Do:
Manage project timelimes from beginning to end
Communicate with client and Operations regarding project status, outstanding items and follow up on completion of items
Distribute meeting minutes with list of outstanding items and follow up/responsibilities
Ensure team is aware of timeline of project and ensure there are dedicated resources for transitions
Develop and maintain standard deployment plan that includes checklists and responsibilities for deployment lead/pharmacy/home, timelines/milestones and specific tasks that each party is responsible for
Conduct training sessions for Client(s) and Operations on the application to be implemented. Educate Operations on changes in processes for specific client and educate client on changes to processes for MediSystem. Develop training tools specific to client and facility and include these changes in the education documentation.
Update existing training materials for both Operations at a National Level and client when vendor enhancements are made and software is upgraded.
Reach out and obtain feedback from Client and Operations at regular intervals regarding successes and challenges. Leverage this information to update/enhance training and training material and research how this can be addressed in the current state or as a starting point for possible changes/enhancements to the product.
Provide on-going support to client and Operations on a National level. Have full understanding of all Products (Software, Hardware, Network), Pharmacy processes, Nursing Processes and applications. Troubleshooting of all cases and follow up until issue is resolved.
Ensure that issues are documented and tracked centrally. Use this information to identify key/recurring issues and develop action plans to address in a timely manner.
Train and educate eHealth Associates on software applications, process and procedures, hardware, and on-going support to Operations daily on all concerns relating to ePrescribing Products.
Mentorship of eHealth Associate: Provide support during education of software applications. Go through different Nursing/Physician scenarios with them to ensure they understand the daily duties of the Nurse/Physician and how that affects the use of the application. Educate team on the different provincial regulations (Pharmacy/Physician and Nursing)
Work closely with client to develop good working relationship. Support client during and post implementation of product. Post implementation calls to offer continual support and guidance 30-60-90 days post implementation. Work closely with Operations on changes to processes after "Change Forms" are approved. Offer daily support through calls and emails on any client concerns rest of business has. Send out quick reference sheets or emails to update for any issues requiring additional information.
Solicit feedback from MediSystem team from their face to face interactions with the client and utilize them when appropriate (CP, QIN) to socialize upcoming changes and important dates or simple refreshers. Ensure that the Consultant Pharmacists and Quality Improvement Nurses have sufficient knowledge and are comfortable with answering basic questions regarding ePrescribing software we deploy.
Guide the team daily for on-call; troubleshoot, understand and resolve issues as they come
Educate on pharmacy process, procedures and how the team connects with all areas of the business on the products being offered.
Provide on-going support and guidance to the eHealth team.

What You'll Need:
College Diploma, University degree or related discipline is preferred
3-5 years work-related experience required
1-3 years supervisory/management experience is required
Good understanding of software applications (Windows, Browsers, RAI software, Kroll) and hardware products (computers, tablets, mobile platforms) with the ability to troubleshoot problems
Advanced knowledge in IT and how it relates to the configuration and functionality within the applicable systems used an asset
Experienced in performing user acceptance testing of new applications
Advanced knowledge in Microsoft suite of business applications
Ability to productively work in a fast paced environment
Ability to prioritize tasks and respond in a timely manner
Experience in facilitating working sessions with applicable colleagues to transfer knowledge and or work through changes to business processes
Creative problem solver and strategic thinker with a strong work ethic and ability to work independently
Ability to work with a high degree of detail and accuracy in a fast-paced environment constantly meeting deadlines
Ability to persuade, influence and/or negotiate with internal/external clients
Excellent written and verbal communication skills
Well organized, able to communicate effectively and collaborate with others, strong problem solving and time management skills; the ability to pay close attention to detail and using the detail effectively to create documentation

Employment Type:
Full time

Type of Role:

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.