Patient Experience Associate

MediPharm Labs offers a professional and collaborative workplace culture in a leading-edge facility built to international pharma standards. Our company is a recognized leader in the Cannabis industry, having won numerous cannabis and entrepreneurial awards. Our growing team of scientists, technicians, engineers, and business professionals delivers quality and innovation through research, discipline, and forward thinking.

This position will be working remotely.

Position Overview

Reporting to the Patient Experience Supervisor, the Patient Experience Associate is responsible for providing the best possible patient experience to all patients of MPL

Responsible for ensuring all incoming communications from Medical Cannabis clinics and patients are answered in a timely and professional manner. Responsible for answering incoming calls from Medical Cannabis clinics and patients, providing educational support, and providing support with orders of all MPL medical brands.

Key Responsibilities

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

• Ensure all incoming communications from Medical Cannabis clinics, patients are answered in a timely and professional manner
• Execute all incoming and outbound communications with Medical Cannabis, and patients
• Ensure all patient interactions are upholding PIPEDA and PCI Compliance as applicable
• Interact with patients and clinics by telephone, fax, and email to provide them with educational support about Vivo brands, products, and services
• Work in all mailboxes (email and voicemail), to ensure customer service excellence
• Place orders for patients over the phone
• Process patient information electronically within compliance standards of the regulated industry
• Gather information and log complaints from patients, with the support of the Patient Experience Supervisor
• Aware of all processes including registrations, renewals, compassionate pricing & discount programs, promotions, etc…
• Maintain data entry requirements by following data program techniques
• Provide full administrative support including scanning, copying, filing, data entry and other tasks as needed
  
  

Qualifications And Skills

• Customer Service Experience required
• Experience in a Call Center environment required
• Experience within the medical cannabis field is preferred, but not required 
• Sound judgement and problem-solving skills
• Detail oriented, organized, and accurate when processing data and documentation.
• Can work independently and can 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 Vivo Cannabis
• Always maintain patient/client confidentiality; demonstrate complete discretion when discussing patient information
• Eager to take on challenges and adapt to new processes and procedures
• Must be able to pass a background check
• Bilingualism is an asset
• Able to type 45 WPM
• Proven ability to use Microsoft Office Applications
• 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
  
  

To apply online, please click on the appropriate link below.