Patient Experience Associate

About Us: Canna Farms, a division of MediPharm Labs, is a trusted leader in medical cannabis care, proudly supporting thousands of patients across Canada. Through our dedicated e-commerce platform, we provide direct access to premium cannabis products and personalized support from our award-winning Patient Care team. We’re passionate about guiding patients on their wellness journey with expert education, compassionate service, and a curated selection of over 100 high-quality products—including oils, capsules, edibles, inhalers, vapes, and dried flower.

As part of MediPharm Labs, a global innovator in pharmaceutical-quality cannabis, Canna Farms benefits from world-class research, GMP-certified facilities, and advanced cannabinoid science. MediPharm Labs specializes in purified concentrates, active pharmaceutical ingredients (APIs), and precision-dosed formulations for medical markets worldwide.

Position: Part-time, remote Patient Experience Associate.

This is a part-time casual position, where the schedule will vary weekly based on evolving staffing needs rather than a set guaranteed monthly schedule.

**Position Overview**

Reporting to the Senior Manager of Customer Service and the Patient Experience Supervisor, the Patient Experience Associate is responsible for providing the best possible support to all patients and customers of Canna Farms and MediPharm Labs.

The Patient Experience team provides educational support and assistance with registration and product orders via our direct to patient e-commerce platform. We are seeking a compassionate and detail-oriented individual with a passion for cannabis education and customer service. This role requires a high degree of diligence in following all procedures and protocols in a regulated medical industry with requirements to uphold the Cannabis Act, PIPEDA and PCI compliance.

**Key Responsibilities**

The responsibilities of a Patient Experience Associate include, but are not limited to:

- Ensure all patient interactions are upholding the Cannabis Act, PIPEDA and PCI Compliance as applicable. Always maintain patient/client confidentiality; demonstrate complete discretion when discussing patient information.
- Place orders for patients over the phone. Guide patients to products to maximize their prescription.
- De-escalate patient complaints and log as needed.
- Aware of all processes including registrations, renewals, compassionate pricing & discount programs, promotions.
- Provide full administrative support including data entry and other tasks as needed.

**Qualifications and Skills**
- Customer Service Experience required, with Experience in a Call Center environment preferred
- Experience within the medical cannabis field is preferred
- Sound judgement and problem-solving skills, including de-escalation
- Detail oriented, organized, and accurate when processing data and documentation
- Can work independently and collaborate with a team
- Ability to be adaptable under pressure and deal with conflicting demands.
- A strong work ethic grounded in integrity with values that align with Canna Farms and MediPharm Labs
- Eager to take on challenges and adapt to new processes and procedures
- Must be able to pass a background check
- Must have a reliable secure internet connection and skills to troubleshoot connection issues. Private work space is also required to maintain patient confidentiality.
- Proven ability to use Microsoft Office Applications
- Bilingualism is an asset**:

- **MediPharm Labs is committed to providing accommodation for applicants with disabilities in its recruitment processes. If you require accommodation at any time during the recruitment process, please contact 705-719-7425 ext. 1080