Bilingual Client Care Specialist, Veteran Concierge Team - Remote

Aurora Cannabis Inc.; Canada; Remote; CAD 40,000 - 80,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Bilingual Client Care Specialist, der in einem dynamischen Umfeld arbeitet. Diese Rolle ist entscheidend für die Patientenversorgung, indem sie Anfragen bearbeitet, Unterstützung bietet und eine positive Erfahrung gewährleistet. Sie werden in einem flexiblen Arbeitsumfeld arbeiten, in dem Teamarbeit und persönliche Entwicklung gefördert werden. Wenn Sie leidenschaftlich an der Unterstützung von Patienten interessiert sind und über hervorragende Kommunikationsfähigkeiten verfügen, könnte dies die perfekte Gelegenheit für Sie sein.

Benefits

Flexibles Arbeiten

Wettbewerbsfähiges Gehalt

Professionelle Entwicklung

Moderne Technologie

Qualifications

• 1-3 Jahre Erfahrung im Kundenservice.
• Starke analytische und kommunikationsfähigkeiten.

Responsibilities

• Bearbeitung von Anfragen und Aufträgen von Patienten und Gesundheitsdienstleistern.
• Verwaltung von Kundenunterlagen und Sicherstellung der Einhaltung von Vorschriften.

Skills

Kundenservice

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Detailgenauigkeit

Education

Administrative oder Medizinische Büroassistent-Zertifizierung

Tools

CRM-Datenbank

Job description

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Hours: 40 hours per week, Monday - Friday

Job location: Alberta, Saskatchewan, Manitoba, Ontario, or Quebec (remote opportunity)

Job summary

We are seeking a dynamic professional to join our Medical Sales Division as a Bilingual Client Care Specialist, reporting to the Manager, Concierge. This role is vital in our veteran patient care services, handling inquiries, providing assistance, and ensuring a positive patient experience. Responsibilities include responding to patient inquiries and collaborating with healthcare professionals and insurance providers to meet patient needs. The ideal candidate will have excellent communication skills, empathy, and a commitment to high-quality patient care. Here is more detail…

As the Bilingual Client Care Associate, you will be responsible for:

• Thriving in a fast-paced inbound call environment with keen attention to detail.
• Handling inbound calls related to inquiries, registration follow-ups, and processing orders from clients, caregivers, and healthcare practitioners.
• Managing large volumes of client documentation accurately, ensuring compliance with regulations.
• Informing clients about current regulations/policies affecting access to medical cannabis (Cannabis Act/Internal Aurora Policy).
• Updating and processing documents in our CRM database.
• Maintaining confidentiality and accuracy of client information.
• Assisting clients with forms and online procedures.
• Dealing professionally with irate clients, maintaining a positive attitude.
• Resolving complaints using critical thinking and documenting interactions for Health Canada.
• Ensuring compliance with guidelines and regulations, communicating these effectively to clients.
• Adapting quickly to legislative and procedural changes.
• Managing various client types with empathy.
• Troubleshooting shipping and registration account issues.
• Following up on client requests via phone, chat, email, or case management platforms.
• Providing general product, process, and procedure information.
• Becoming an expert on VAC processes, including registration, application, coverage, and billing procedures.
• Understanding third-party billing processes, confirming coverage, and handling orders and invoice investigations.

You’re the ideal candidate if you have…

• 1 to 3 years of customer service experience.
• Administrative or Medical Office Assistant certification (asset).
• Strong analytical and customer service skills in a fast-paced environment.
• Diplomacy, effective communication (verbal and written), organizational skills, and attention to detail.
• Knowledge of industry-related information, legislation, and consumption methods (asset).
• Experience in the Medical Cannabis industry and with VAC and third-party billing processes (asset).

Why you’ll love working at Aurora

• Flexibility: Enjoy a flexible, balanced work environment with options for remote work, flexible hours, and meeting-free Fridays.
• Total Rewards: Competitive salary, professional development, company swag, team activities, and modern technology.
• Team: Join a diverse, global team passionate about nurturing an inclusive environment and helping people through cannabis.

Next steps
Apply today: Submit your resume via our website. Our Talent Acquisition Team will review applications and contact suitable candidates via email.

If you don’t meet all requirements but are interested, apply anyway. We welcome your application to consider you for this or other opportunities. Share this posting with your network or subscribe to our Talent Community for updates. (Aurora employees can participate in the referral program for bonuses!).

Diversity and inclusion
At Aurora, we celebrate diversity and foster an inclusive culture where everyone can be their authentic selves. We encourage all candidates to apply regardless of race, gender, age, disability, or other characteristics. If you need accommodations during the recruitment process, please let us know.

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