Job Summary
In the role of Patient/Client Care Representative, you will ensure maximum client satisfaction by registering clients, educating patients, booking appointments, placing orders, answering questions, working closely with Healthcare Practitioners and providing client support and direction where appropriate.
The ideal candidate must be proactive and thrive in a fast-paced environment. They must work as part of a team and pride themselves on the service they provide to the public. They understand each client is unique, and they can communicate effectively while being always respectful.
ESSENTIAL FUNCTIONS
- Review client orders and verify authenticity as required
- Create, manage, update and record all required records using the designated electronic filing methods
- Answering incoming calls
- Schedule follow-up appointment(s) and other scheduling related tasks
- Use Microsoft Suite and in-house custom software to prepare and maintain confidential patient information
- Provide a timely and courteous response to all patient and client inquiries across multiple platforms
- Send medical documents and application forms via fax or email
- Counsel patients regarding Licensed Producers and their products
- Anticipate problems and initiate corrective actions under the guidance of the Client Care Manager
- Follow up with clients on discrepancies as required
- Outbound patient follow-ups as required
- Will adhere to all occupational health and safety regulations and inhouse policies
- Other duties as assigned
ROLE REQUIREMENTS/ABILITIES
Experience / Education
- Post-secondary degree or diploma or accredited program in Health Care or Business Administration
- 1 Year of experience in a Customer Service or Health Care setting
- Working knowledge of the Cannabis industry would be an asset
Skills & Abilities
- Strong verbal and written communication skills
- Bilingualism in English and French is an asset but not required.
- Ability to maintain a high level of confidentiality and professionalism in handling patient medical information
- Meticulous attention to detail and self-motivation
- Passionate about providing exceptional patient care
- Have strong problem-solving skills
- Experience with Microsoft Office as well as the ability to learn new software and applications
- Ability to strictly adhere to policies and procedures
- Ability to work independently and as part of a team
- Data input accuracy
- Ability to recognize a challenging customer interaction and de-escalate it accordingly.
- Flexible hours
Physical Demands
- Consists of repetitive movements, standing/sitting for long periods of time and a fast-paced environment required to meet patient and clinic demands alike.
Working Environment
- Remote office setting
- Working in a busy environment with frequent interruptions
- Depending on call/appointment volume, representatives may be required to mentally focus and listen for periods of 5-30 minutes continuously throughout the day.
- Must demonstrate good listening skills and patience when interacting with patients, to meet the demands of the role.
- Patient/Client Care Representatives’ responsibilities and decisions are determined by well-defined methods and procedures. However, agents are afforded the autonomy to work within the guidelines to handle each patient in specific situations on case-by-case basis. Representatives must adhere The Cannabis Act, PIPEDA and PHIPA to maintain compliance with Health Canada to ensure the company brand is best represented.
Pay: From $21.00 per hour
Benefits:
Work Location: In person
