Bilingual CX Specialist - Remote Support

Rocketlist; Toronto; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

Phoenix is seeking a Bilingual Customer Experience Coordinator to support patients remotely across Canada. You will answer questions about the platform, help with onboarding, and triage to the healthcare team when needed.

The role requires excellent English and French communication, adaptability in a fast-paced telehealth space, and a passion for improving patient experiences. Remote weekend availability may be required, with opportunities to grow within a patient-focused team.

Qualifications

• Excellent written and verbal communication in English and French.
• Availability to work some remote weekend hours if required.
• Desire to help patients solve complex problems.
• Ability to think quickly, work autonomously, and de-escalate patients.
• Strong organizational skills and careful attention to detail.
• Willingness to participate in ongoing learning.
• Experience working in fast-paced environments with quick and effective problem solving.
• Ability to maintain a calm, professional demeanour if patients get escalated.
• You are passionate about improving the Canadian healthcare experience.

Responsibilities

• Respond to patients' inquiries via email, chat and phone.
• Communicate clearly with patients in both French and English, through email and phone calls.
• Assist with patient onboarding, product education, and general troubleshooting across our platform.
• Troubleshoot issues with account management, shipments, and billing.
• Be the eyes and ears of the patient, alerting the development and pharmacy teams of any technical issues that could potentially impact the patient experience.
• Provide best-in-class customer service to our patients; your interactions with patients will be the basis of feedback to the rest of the organization.
• Find creative, fun, and professional ways to deliver the best possible support for our patients.

Skills

Bilingual communication

Weekend availability

Problem solving

Autonomy

De-escalation

Attention to detail

Willingness to learn

Fast-paced experience

Calm under pressure

Healthcare passion

Tools

Gladly CRM

Job description

Phoenix is seeking a Bilingual Customer Experience Coordinator to support patients remotely across Canada. You will answer questions about the platform, help with onboarding, and triage to the healthcare team when needed.

The role requires excellent English and French communication, adaptability in a fast-paced telehealth space, and a passion for improving patient experiences. Remote weekend availability may be required, with opportunities to grow within a patient-focused team.