Customer Service/sales Representative

_Help English and French-speaking Canadians take more control of their health management by way of meaningful information and their patient record histories._

**About RSRS**
For nearly three decades, RSRS (Record Storage & Retrieval Services) has been the trusted national leader in secure medical record storage, scanning, and transfer solutions. As thousands of medical practices close or transition, RSRS ensures that Canadians retain uninterrupted access to their medical histories—essential for continuity of care, insurance, and legal matters.

**The Opportunity**
We’re looking for 1 compassionate, driven, and persuasive **Bilingual Patient Services Representative** to serve as the frontline connection between RSRS and patients who have lost their doctors and require their medical records. This role is not just about making and taking calls—it’s about building trust, communicating value, and confidently guiding individuals through the process of obtaining one of the most important assets in their lives: their health history.

You will play a key role in helping patients understand **why** securing their medical records matters and helping them complete their transaction smoothly and securely.

Note: This is a contract position that can turn into a full time position to the right individual who demonstrates the right attitude and result.

**Key Responsibilities**
- Educate patients on the value and necessity of securing their personal medical history.
- Initiate calls to a list of patients who have recently or who will shortly be losing their doctors.
- Respond to inbound inquiries and follow up with patients who have initiated but not completed the request process.
- Explain the steps involved in continuity of health care management and answer questions with empathy and accuracy.
- Guide patients through our secure request platform or assist over the phone, ensuring compliance with privacy regulations.
- Proactively handle objections, clarify concerns, and close transactions with professionalism and care.
- Maintain accurate records in our internal system and collaborate with our records team to ensure timely delivery.
- Identify opportunities for patients to access additional services, including health summaries and enhanced insights through **The Health Insider** platform.
- Serve as a brand ambassador for RSRS—representing our reputation for integrity, security, and patient advocacy.

**What You Bring**
- A background in patient-facing roles, health administration, sales, customer service, or call centre operations.
- Outstanding verbal communication skills with a talent for educating and guiding people, especially in sensitive or emotional situations.
- Demonstrated ability to **build rapport**, **handle objections**, and **close**service transactions.
- Tech-savvy and comfortable working with secure platforms and CRM systems. We offer training.
- A strong sense of ethics, professionalism, and confidentiality, especially when handling personal health information.
- Bilingualism (English/French) is required.
- Experience in healthcare, insurance, or legal industries is a bonus.

**Why RSRS?**
- Be part of a mission-driven organization that plays a vital role in healthcare continuity for Canadians.
- Join a forward-thinking team that is exploring AI, digital health tools, and public health education.
- Enjoy a supportive work culture, structured training, and opportunities for growth.
- Make a meaningful impact every single day.

If you’re empathetic, articulate, and have a sense of why Canadians must take more ownership of their health data, we’d love to hear from you. Please send your resume and a short cover letter outlining your experience and interest in the role.

**Job Type**: Fixed term contract
Contract length: 6 months

Pay: $45,000.00-$60,000.00 per year

Application question(s):

- What is one of the primary reasons that every Canadian should have an updated copy of their medical record in their possession?
- Have you ever been recognized for sales achievement? Please describe.

**Experience**:

- sales: 1 year (preferred)

**Language**:

- English fluently (required)
- French fluently (required)

Work Location: Remote

Expected start date: 2025-09-15