Remote Customer Support

**Patient Care Logistics Coordinator / Medical Delivery Customer Support Representative**

**Remote Canada (Bilingual: Canadian French and English)**

**Training Start Date: June 16, 2025 | Application Deadline: May 30, 2025**

**About Us**

TalentWorldGroup Plc. is a revolutionary multilingual contact center committed to building the workplace of the future. We offer a dynamic, fully remote work environment for top-tier professionals around the globe. As a people-first company, we are driven by innovation, inclusivity, and a passion for exceptional service.

We are currently seeking **bilingual professionals based in Canada**, fluent in **Canadian French and English**, to join our remote team in a **Patient Care Logistics** support role for a premium client in the **pharmaceutical and healthcare logistics sector**.

**Role Overview**

In this remote position, you will serve as the first point of contact for patients, clinics, and medical professionals. You will handle inquiries, coordinate medical deliveries, manage orders, and support logístical aspects related to home-based pharmaceutical services. Strong comprehension of medical terminology, attention to detail, and the ability to process dense information are essential for success in this role.

**Key Responsibilities**

**Order Management & Inquiries**

• Manage order entry for home patients and clinics.
• Accurately document all interactions following internal procedures.
• Redirect complex issues to appropriate teams (e.g., medical inquiries or technical support).
• Expedite urgent customer orders.
• Investigate and resolve issues related to shipments, returns, credits, and orders.
• Provide guidance and support to new team members as needed.

**Business Support**

• Process and issue credits and returns.
• Set up new patients and maintain accurate records throughout the onboarding process.
• Review and manage departmental reports and patient travel logistics.
• Recover medical hardware from patients who exit the program.
• Maintain and update patient prescription records.
• Participate in team meetings and required training sessions.
• Complete assigned courses through the company's training platform.

**Complaint Resolution**

• Resolve moderately complex customer complaints using sound judgment and documented procedures.
• Adhere strictly to company guidelines on complaint handling and documentation.

**Qualifications**

**Required**

• Fluency in **Canadian French and English** (spoken and written).
• High school diploma.
• Minimum **4 to 6 years of customer service or supply chain experience**.
• Excellent verbal and written communication skills.
• Strong multitasking and organizational abilities.
• Proven ability to lead conversations, ask the right questions, and interact with various medical professionals (including RNs and clinicians).
• Experience handling sensitive and detailed information.
• Comfort with metrics-based performance environments.

**Preferred**

• Bachelors degree in **Life Sciences**, **Health Sciences**, or a related field.
• Prior experience in **medical logistics**, **medical records**, **billing**, **home health**, or **clinical support**.
• Proficiency in medical or pharmaceutical terminology and supply chain workflows.

**Work Schedule**

**Training Period**

• Duration: 5 weeks (starting June 16, 2025)
• Schedule: Monday to Friday, 9:00 AM 5:00 PM EST, Monday to Friday
• Fully remote and paid training

**Production Hours**

• Operating Hours: 8:00 AM 6:00 PM EST, Monday to Friday
• Minimum: 30 hours/week
• Up to: 40 hours/week depending on project needs

**Technical Requirements**

• Wired broadband internet connection

- Computer with

• Minimum 1.8GHz (64-bit preferred)
• 8GB RAM or higher
• Minimum 10GB free storage
• Screen resolution: 1920x1080 preferred
• Wired USB headset

- Operating system

• Windows 11 or later
• macOS 13 or later

**Compensation & Benefits**

• **Hourly rate during training**: $17 USD/hour
• **Hourly rate post-training**: $19 USD/hour
• Fully remote, home-based work environment
• Long-term project-based opportunities
• Career growth and development potential
• Long-term cooperation agreement
• Career development
• Gamification program (make more money, get holiday paid hours).