Bilingual Client Care Specialist, Veteran Concierge Team

Aurora Cannabis Inc.; Canada; Hybrid; CAD 43,000 - 49,000; Full time

Job summary

Aurora Cannabis Inc. is seeking a dynamic Bilingual Client Care Specialist to join our Veteran Concierge Team. This remote Canadian role focuses on receiving inquiries, assisting patients, and ensuring a positive experience while coordinating with healthcare professionals and insurers.

The ideal candidate will have empathy, excellent communication skills, and commitment to high-quality patient care. Prior VAC processes and 3rd party billing experience are advantageous, with full-time permanent

Qualifications

• Minimum 1 to 3 years of experience in customer service.
• Experience in the Medical Cannabis industry is an asset.
• Bilingual in English and French is required or asset.

Responsibilities

• Handle incoming inquiries and provide assistance to patients and clients.
• Ensure a positive patient experience with empathy and professionalism.
• Coordinate with healthcare professionals and insurance providers as needed.
• Process and manage client documentation with accuracy and confidentiality.
• Navigate regulatory guidelines and internal policies in communications with clients.
• Follow up on client requests via phone, chat, email or case management.

Skills

Bilingual English/French

Customer service experience

Education

Administrative Assistant / Medical Office Assistant Certificate

Job description

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Bilingual Client Care Specialist, Veteran Concierge Team

Division: Client Care

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 Specialist, reporting into the Client Care Concierge Team Lead. The Client Care Specialist will be a vital part of our veteran 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 as well as insurance providers 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 Specialist 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.
• An expert on all VAC processes and procedures including:
  • Additional registration requirements for coverage approval.
  • Pre-VAC screening, qualification, application and follow-up.
  • VAC coverage implementation and follow-up.
  • VAC vaporizer billing and follow-up.
• An expert on all 3rd party billing processes and procedures including:
  • How to confirm and apply coverage.
  • Taking Orders via the phone for 3rd party billing.
  • Ad hoc duties as required.

You will be setup for success if you have…

• Administrative Assistant / Medical Office Assistant Certificate as strong asset.
• Minimum 1 to 3 years of experience in customer service.
• 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 diplomacy skills, Effective communicator (verbal and written).
• 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.
• Excellent computing skills (MS Office, Dynamics).

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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