PHARMACY ASSISTANT
Role 1 | Dispensary Operations
Department
Dispensary
Reports To
Pharmacist / Registered Technician
Experience
3+ years in pharmacy setting
Education
Pharmacy Assistant/Technician Diploma
Position Overview
The Pharmacy Assistant (Role 1) works in the dispensary supporting daily operations through prescription processing, patient intake, billing coordination, and inventory management. This role is the primary point of contact for walk-in and phone-in patients and plays a central role in coordinating workflow across the dispensary team.
Key Responsibilities
Patient & Customer Service
- Greet patients professionally and manage walk-in, phone-in, and online prescription orders on a first come, first serve basis
- Communicate accurate wait times (e.g., 15 minutes for standard orders; 5–10 minutes for methadone/suboxone patients) and keep patients informed of any delays, including drug interactions, doctor communications, or stock issues
- Respond to patient inquiries in person and by phone; escalate clinical questions to the pharmacist or registered technician as required
- Collect and maintain complete, accurate patient records including date of birth, address, phone number, allergies, other medications, drug plan details, and preferred brands
- Comply with the company's Confidentiality Agreement at all times
Prescription Processing & Billing
- Enter and renew prescription orders in the dispensary software (Kroll or PropelRX); notify the pharmacist of any flagged drug interactions
- Verify correct pack sizes and on-hand quantities; bundle prescription orders by priority colour coding and place in proper sequence based on wait and/or pick-up time
- Check patient profiles for narcotics to confirm valid identification is on file; obtain ID when absent
- Contact insurance companies to resolve billing issues; document all outcomes in the patient profile and on the hard copy to ensure clear team communication
- Refer all package changes, medication changes, or package intakes to the pharmacist for clinical evaluation before further processing
- Fill balances owing and special orders promptly upon receipt; contact patients when their prescription is ready and document call attempts (time, message left, etc.)
- Enter drug cards, flu shot forms, and glucometer warranties; schedule flu shot appointments during flu shot season
Teamwork & Communication
- Delegate walk-in patient greeting to Role 2 and overflow prescription orders to Role 3 as needed
- Answer telephone calls when no other team member is available (on the 4th ring)
- Assist with handing out prescription pick-ups by verifying patient last name, address, phone number, and number of prescriptions
- At end of shift, brief the incoming replacement on outstanding tasks and update the pharmacist on completed, pending, and handed-over items
- Foster a harmonious and collaborative work environment
Opening & Closing Procedures
- Opening: power on all machines, print and review the daily activity list, open the safe, check fridge temperatures, and restock methadone materials (cups, bottles, Tang); report any low supplies to Role I
- Closing: fill bags and vials; ensure counters are clear of bottles and debris
Inventory & Housekeeping
- Adjust inventory to reflect current stock on hand and purchasing expectations
- Perform weekly shelf housekeeping: return-to-stock (RTS) items, check for and remove expired medications, and process returns
- Maintain a clean, organized dispensary work area through regular dusting and tidying
- Liaise with McKesson IT to troubleshoot and resolve dispensary IT issues
Methadone & Suboxone Program
- New patient intake (defined as first three days): complete and sign the new patient agreement form, copy government-issued ID for the file, call the previous pharmacy to confirm last witnessed ingestion date, and enter the prescription and patient into the log book
- New methadone dose orders:
◦ Show the pharmacist and record in the log book
◦ Enter in the system: zero out remaining quantity; set dose in mg (DEC), witness day, carry day, and required auxiliary labels ("Must refrigerate" and "Lethal ingestion by children...") with start and end dates
◦ Record time on the prescription; pull and label carry bottles if applicable; collect payment; complete the patient/pharmacist signature log; notify the pharmacist
- New suboxone dose orders:
◦ Show the pharmacist and record in the log book; pull appropriate suboxone strength
◦ If carries required, double-count the pills and sign the prescription confirming double count; notify the pharmacist
- Ongoing log book management:
◦ Apply red check mark to each billed dose; highlight prepaid days yellow; circle carry doses; mark missed doses with an "x" and pink highlight
◦ Complete and fax the Missed Methadone Patient form to the clinic for any missed doses; scan fax confirmation into the missed dose file once prescription is cancelled
◦ Update and print log sheets bi-weekly; monitor patients for missed doses within 2–3 days
◦ For patients receiving methadone/suboxone who also have other filled prescriptions, inactivate those medications same day to prevent them appearing in the next day's batch
- Scan and file all completed and signed methadone and suboxone orders
Identifies MedsCheck Opportunities
- Recognize patients who qualify for MedsChecks based on Ministry criteria and prompt the pharmacist to complete the review
Qualifications & Skills
Education & Experience
- Pharmacy Assistant/Technician program diploma and/or 3+ years of experience in a busy pharmacy environment
- Experience working with Nexxsys dispensary software (required)
- Current knowledge of pharmacy regulations, drug interactions, and best practices
Core Competencies
Excellent customer service & communication
Strong listening & empathy skills
High attention to detail & analytical thinking
Strong mathematical aptitude
Ability to multitask and work under pressure
Superior technological proficiency
Collaborative team player
Commitment to ongoing professional development
Additional duties may be assigned by management as required.
Boggio Family of Pharmacies is committed to an inclusive and accessible workplace in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available upon request throughout the recruitment and selection process. We are an equal opportunity employer and comply with the Ontario Human Rights Code.
Pay: $18.00-$22.00 per hour
Benefits:
- Dental care
- Extended health care
Work Location: In person
