Bilingual Client Care Associate

Aurora Cannabis Inc.; Canada; On-site; CAD 43,000 - 48,500; Full time

Job summary

Aurora Cannabis Inc. is seeking a dynamic Bilingual Client Care Associate for our Medical Sales Division. You will handle patient inquiries, assist clients, and collaborate with healthcare professionals to ensure a positive patient experience.

The role emphasizes empathy, clear communication, and adherence to regulatory guidelines. You will report to the Manager, Client Care and support outbound outreach programs to improve engagement and retention.

Qualifications

• 1-3 years of experience in customer service.
• Administrative Assistant / Medical Office Assistant Certificate is a strong asset.
• Experience in the Medical Cannabis industry is an asset.
• Experience on VAC processes.
• Experience on 3rd party billing processes.

Responsibilities

• Respond to patient inquiries and collaborate with healthcare professionals to address patient needs.
• Process and manage large volumes of client documentation with strong attention to detail, ensuring regulatory adherence.
• Update and process documents in our CRM database.
• Execute outbound patient outreach programs to improve engagement and retention.
• Follow up with client requests via phone, chat, email, case management.

Skills

Bilingual

Customer service

Empathy

Education

Administrative Assistant / Medical Office Assistant Certificate

Tools

CRM database

Billing systems

Job description

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Job location: Remote (Canada)
Hours: 40 hours per week, Monday to Friday

Employment type: Full Time Permanent
Salary: $43,000 – $48,500

A little about us

Aurora is proud to be a global leader in the cannabis industry. With a smart strategy, unmatched talent and focus on our long-term success, we believe we have a bright future.

At Aurora, we’re passionate about helping patients improve their lives through high-quality premium medical cannabis under brands they can trust and rely on. Our products, available across Canada, Europe, Australia, and New Zealand, include leading brands like Pedanios, IndiMed, San Raf, Whistler, Greybeard and CraftPlant.

Our diverse team works passionately across various roles, from manufacturing to corporate positions, and many more, united by our purpose:Opening the World to Cannabis. Enabled by science and empowered by people, for patients and consumers. We collaborate globally, embrace change with courage, stay agile, and treat everyone with compassion. We live our values daily, making a meaningful impact on patients, communities, and our A-Team.

Job Summary

We are searching for a dynamic professional to join our Medical Sales Division as our newest Bilingual Client Care Associate, reporting into the Manager, Client Care. The Client Care Associate will be a vital part of our patient care services by handling incoming inquiries, providing assistance, and ensuring a positive patient experience. Your role involves responding to patient inquiries and collaborating with healthcare professionals to address patient needs. The ideal candidate will possess excellent communication skills, empathy, and a commitment to delivering high-quality patient care. Interesting? Here is a little more…

As the Bilingual Client Care Associate you will…

• Ability to thrive in a fast-paced inbound call environment that requires extreme attention to detail.
• Answer various types of inbound calls including but not limited to general inquiries, registration follow-up, sales calls whereby you must process order requests from clients, caregivers, and health care practitioners.
• Processing and managing large volumes of client documentation with strong attention to detail, ensuring that medical documents and procedures adhere to strict regulations.
• Informing clients on the current regulations/policies and how these may affect receiving access to medical cannabis (Cannabis Act/Internal Aurora Policy).
• Update and process documents in our CRM database.
• Maintain a high level of accuracy and confidentiality with client information.
• Assist clients with forms and online procedures.
• Ability to deal with irate clients while maintaining a positive and enthusiastic attitude.
• Resolve complaints using critical thinking skills and maintain documentation of each interaction for Health Canada.
• Compliance to strict guidelines and regulations and communicating these using approved verbiage to the clients.
• Ability to adapt quickly to changes that affect the department such as legislation and regulation amendments, internal practices, internal department specializations and technical training that applies to the industry.
• Ability to manage various types of clients and demonstrate empathy.
• Troubleshoot and navigate shipping and registration account issues.
• Follow up with client requests submitted by means of our various platforms (i.e. phone, chat, email, case management).
• Answering general inquiries about products, process, and procedures that Aurora offers.
• Execute outbound patient outreach programs designed to improve engagement, support continuity of care, encourage timely ordering and renewals, and support patient experiences and retention.
• Use consultative conversations to understand patient needs, provide complaint product and service guidance, assist with order completion where appropriate, and document insights that support an exceptional patient experience and continuous program improvement.
• Ad hoc duties as required.

You will be setup for success if you have…

• Minimum 1-3 years of experience in customer service.
• Administrative Assistant / Medical Office Assistant Certificate a strong asset.
• Experience in the Medical Cannabis industry an asset.
• Experience on VAC processes.
• Experience on 3rd party billing processes.

Bonus points if you have…

• Proven analytical and customer service skills in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Up to date on industry related information and processes regarding methods of consumption and legislation is considered a strong asset.

Why you’ll love working at Aurora

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, meeting-free-Friday-afternoons and more!
• Total Rewards: we will motivate you to go above and beyond with a competitive salary, professional development opportunities, company SWAG, team activities and modern technology.
• Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helpsyou growand provide people better days with cannabis.

Diversity, Equity, Inclusion, Belonging and Accessibility

At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.

Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic.

We value the unique skills and experience each person brings to Aurora and are committed to creating and maintaining an accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Human Resources team know by contacting us at [e-mail]

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