Pharmacy Assistant / Customer Service Representative - Hamilton

Our Mission:

Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Royal Drugs is partnered for success with Ontario Medical Supply. Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Together, we work towards supporting optimal health outcomes and better quality of life.

Come Join Our Team!

Purpose:

Pharmacy Assistants work with the Pharmacists and Registered Pharmacy Technicians to fulfill customer orders in a timely manner while ensuring accuracy.

Job Title: Pharmacy Assistant / Customer Service Representative

Location: Royal Drugs: Hamilton (41 Brockley Drive, Unit 12 Hamilton , ON L8K 3N3)

No. of Positions: 1

ATR: 5220

Salary: $23.50/hr

Type: Full-Time, Permanent

This job posting is for an existing vacancy

Job Responsibilities:

• Responsible for answering pharmacy and customer service/product inquiry telephone calls. The Pharmacy Assistant/CSR deals with calls within their scope of knowledge and only transfers those calls to the pharmacists when it requires their expertise.

• Responsible for receiving and signing out narcotic drugs with the pharmacists.

• Schedules production for all I.V. medication.

• Responsible for setting up patient payment options for medications.

• Responsible for programming CADD pumps.

• Monitors EDI and Fax for the receipt of orders.

• Ensure correct payors are linked to clients’ files and payor information is accurate.

• Initiate payments for private pay clients - Paid by credit card.

• Prioritize orders based on urgency - Delivery time, distance and order components

• Assists pharmacists and other pharmacy staff in identifying orders that pose “geographic challenges” to delivery.

• Monitors relevant screens in Monarch/Pronto to confirm the status of progress of orders in the pharmacy of department.

• Investigates and intervenes in situations that may lead to potential late deliveries.

• Liaise with operations (i.e. warehouse and shipping) to expedite high priority deliveries.

• Perform ODB drug billings and reconciliations to ensure proper payment is obtained for medication orders in a timely fashion

• Perform re-submission of online rejected claims throughout the day

• Contact LHIN for missing drug cards and extending expired drug cards

• Participates in departmental quality improvement initiatives.

• Internally, the Pharmacy Assistant CSR has daily contact with staff in the pharmacy, warehouse, shipping, and the clean room.

• Externally, the Pharmacy Assistant CSR has daily contact with patients, doctors, nurses and LHIN regarding medication.

• Maintains up-to-date training designated for this position including health and safety training via Learning Management System (QSI)

• Performs other duties as assigned

Qualifications:

• Kroll data entry strong asset
• Minimum 1-year full time working in a pharmacy environment
• Previous experience/knowledge of IV and medical supplies components an asset

SKILLS:

• Excellent communication skills (written and verbal)
• Self-motivated and able to work with minimal supervision
• Strong attention to detail with the ability to multi-task and handle fluctuating workloads
• Excellent organizational, problem-solving, and time-management skills
• Excellent continuous improvement skills
• Proven ability to adhere to standards & procedures and maintain confidentiality
• Excellent organizational skills with attention to detail
• Ability to handle multiple demands made simultaneously under short time constraints.
• Able to work individually or in a group setting
• Flexible and adaptable to changes of responsibility reflective of the business needs
• Excellent customer service skills and the ability to collaborate with all levels both inside and outside the organization
• Strong computer skills in MS Office

Human Resources:

While we thank you for your interest, only select applicants will be contacted regarding the position.

Royal Drugs is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.

The company reserves the right to close the competition based on business need and a sufficient pool of candidates who have applied.

AI will be used in the recruitment process.

Company

OMS / Royal Drugs

Location

Hamilton

Opening Date

Oct 16, 2026

Closing Date

Nov 16, 2026

Requirements

Type

Description

Status

A&AODA

Accessibility & AODA Acknowledment

Required within 30 days after job starts

EO -2

Quality & Regulatory Training (Phase 2)

Required within 30 days after job starts

EO-1

General Orientation (Phase 1)

Required within 30 days after job starts

WHMIS

WHMIS 2015

Required within 30 days after job starts

WPVH

Workplace Violence and Harassment

Required within 30 days after job starts