About DirectMeds Canada (DMC)
DirectMeds Canada (DMC) is a Winnipeg-based pharmacy solutions company focused on improving how patients receive and manage their medications. We pride ourselves on delivering a personalized, efficient, and compassionate experience for every patient. Our team values communication, accuracy, and accountability in everything we do.
Position Summary
The Customer Service Representative (CSR) plays a vital role in supporting patients throughout their pharmacy experience. This position focuses on delivering exceptional customer service through clear communication, timely follow-up, and proactive problem-solving.
CSRs handle patient calls, coordinate with internal teams, and ensure that every patient receives accurate information about their prescriptions, refills, and deliveries.
Key Responsibilities
- Serve as the first point of contact for patients by phone and email, providing friendly and professional assistance.
- Communicate clearly with patients regarding medication inquiries, refill requests, and order updates.
- Make outbound calls to confirm information, resolve issues, and ensure a smooth patient experience.
- Coordinate with Client Relationship Managers (CRMs) and the Pharmacy team to ensure all orders move efficiently through each stage.
- Proactively communicate any issues or delays and ensure patients are kept informed at all times.
- Participate in weekly call review sessions to strengthen communication and service quality.
- Maintain detailed and accurate notes for every patient interaction.
- Adhere to all company policies and privacy standards.
Qualifications
- Minimum 2 years of customer service experience — pharmacy, medical, or healthcare experience strongly preferred.
- Excellent verbal and written communication skills.
- Empathetic, patient-centered approach with strong problem-solving ability.
- Highly organized and detail-oriented.
- Comfortable working in a fast-paced, team-oriented environment.
- Positive attitude, reliable work ethic, and willingness to learn new systems and workflows.
Job Types: Full-time, Permanent
Expected hours: 40 per week
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care
Ability to commute/relocate:
- Winnipeg, MB R3E 2Z9: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer relationship management: 2 years (required)
- Pharmacy: 2 years (preferred)
Language:
Work Location: In person
