Pharmacy Helpdesk Optimization & Resource Development
Project scope
Categories
Healthcare Communications Operations Project management Customer segmentationSkills
customer service customer communications management constructive feedback customer support teamwork student engagement technical writing templates troubleshooting (problem solving) medical prescriptionAl Shefa Pharmacy’s customer support team handles high volumes of prescription-related inquiries, from refill statuses to coverage questions, often leading to delays and inconsistent resolutions.
. This project engages students in applying best practices—such as clear first-contact resolution (FCR) targets and structured troubleshooting workflows—to enhance the pharmacy’s helpdesk efficiency, customer satisfaction, and documentation quality.
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- Analyze and categorize common helpdesk tickets to identify top priority issues.
- Develop customer communication strategies, including call scripts and email templates, to boost first-contact resolution rates.
- Assess helpdesk software features and propose workflow improvements aligned with pharmacy-specific needs.
- Create technical writing deliverables—a searchable FAQ and knowledge base for routine pharmacy queries.
- Collaborate effectively in cross-functional teams, practicing constructive feedback and teamwork skills.
Providing specialized, in-depth knowledge and general industry insights for a comprehensive understanding.
Sharing knowledge in specific technical skills, techniques, methodologies required for the project.
Direct involvement in project tasks, offering guidance, and demonstrating techniques.
Providing access to necessary tools, software, and resources required for project completion.
Scheduled check-ins to discuss progress, address challenges, and provide feedback.
About the company
Abdul Awal Pharmacy Services Inc. is a trusted, community-focused pharmacy located at 3176 Eglinton Ave E in Scarborough, Ontario. We are dedicated to providing personalized healthcare services and a wide range of pharmaceutical products to meet the needs of our diverse clientele.
Our services include prescription dispensing, medication counseling, and health consultations, all aimed at ensuring the well-being of our patients. We pride ourselves on our commitment to accessibility and customer care, making healthcare more convenient and approachable for everyone.