Patient Support Representative
2 weeks ago
Patient Support Representative (Bilingual)
ABOUT AVICANNA
Avicanna is a diversified and vertically integrated Canadian biopharmaceutical company focused on the research, development, and commercialization of plant-derived cannabinoid-based products for the global consumer, medical, and pharmaceutical market segments. Avicanna is a company that is focused on quality control and excellence with many cannabinoid product offerings in Canada, USA, Colombia, and other markets.
At Avicanna, we know that our greatest asset is our people, and we work every day to ensure that we provide a challenging, exciting, and rewarding environment to be a part of. Our team is dedicated, innovative, and driven with a passion for research excellence.
We are currently seeking a full time Bilingual Patient Support Representative to join our MyMedi.ca division.
MyMedi.ca is a medical cannabis care platform formed with the aim to better serve medical cannabis patients’ needs and enhance the patient journey. MyMedi.ca features diverse portfolio of products and a pharmacist led patient support programs. MyMedi.ca also provided specialty services to distinct patient groups such as veterans and collaborating with public and private providers for adjudication and reimbursement and educational resources to facilitate the incorporation of medical cannabis into health care regimens. As we continue to expand our horizons, we are thrilled to offer a remarkable opportunity for a proactive, analytical, and solution-oriented individual to join our team as a Patient Support Representative. In this role, you will not simply handle a high volume of patient queries; you will also play a pivotal role in shaping the patient’s experience, joining us on a journey of impact and innovation.
General Role Description:
The Patient Support Representative will answer incoming calls, make outgoing calls, respond to emails and any web-based inquiries from patients and health care professionals nationally across Canada. This will include general inquiries about products and services and helping patients through their medical journey. Responsibilities will also include liaising with external stakeholders for the purpose of quality assurance duties including product and shipping complaints brought forth by patients.
Hours of operation are Monday to Friday, 8 AM – 7 PM EST (hours are subject to change and/or may extend to weekends and statutory holidays)
Key Responsibilities:
· Answer inbound and outbound queries via phone, email, and online chat
· Effectively learn and utilize resources to effectively address patient concerns
· Communicate efficiently and effectively with patients, healthcare professionals and the greater team
· Understand and adhere to Health Canda’s Access to Cannabis for Medical Purposes Regulations (ACMPR)
· Demonstrate professional integrity and practice within legal requirements and ethical principles
· Identify gaps in process and areas for improvement and to help implement changes to workflow
· Complete administrative tasks related to patient registration and medical documents. Validating patient documents and update patient’s account information
· Perform other duties as required
Qualifications & Experience:
· Bilingual Proficiency: fluent in both English in French
· Education: Minimum post secondary education, diploma or degree in Health care, Customer Service, or Information Technology is preferred
· Experience: At least 2-3 years of experience in customer service, patient care, and/or support team required
· Problem-Solving Skills: Ability to analyze patient queries, diagnose issues and offer effective solutions is essential
· Customer Focus: A customer-centric mindset is paramount
· Attention to detail: Demonstrate a strong commitment to accuracy and data integrity
· Adaptability: Ability to showcase flexibility and willingness to adapt to changes, learn and master new systems and processes as required
· Team Collaboration: Collaborating seamlessly with colleagues, sharing insights, and contributing constructively to a diverse team dynamic is highly valued
· Technical Aptitude: General comfort and familiarity with different software programs, technical systems, databases, and online platforms will greatly aid in understand and troubleshooting patient issues
· Time Management: Effectively managing high-volume queries and tasks at hand
· Organizational Skills: Maintaining accurate record-keeping requires strong organizational skills
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