Bilingual Healthcare Customer Advocate

Fresenius Medical Care; Richmond Hill; Hybrid; CAD 55.000 - 57.000; Vollzeit

Benefits dieser Stelle

Profit-Sharing Bonus

RRSP Matching

Paid Vacation

Paid Sick time

Benefits Coverage as of Day 1

Zusammenfassung

Fresenius Medical Care Canada is hiring a Bilingual Customer Service Representative to manage hospitals, clinics and home patient inquiries in English and French. You will process orders in the ERP, support onboarding and dialysis supply management, and coordinate shipments across Canada.

The role requires 3+ years in customer service, healthcare experience preferred, and strong MS Office skills. The position follows a hybrid work model with collaboration across departments and a focus on

Qualifikationen

• Minimum 3 years of customer service experience.
• Experience in healthcare, medical devices, or related industry preferred.
• Bilingualism in French and English (spoken and written) required.
• Excellent verbal and written communication skills in a professional customer service environment.
• Demonstrated proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
• Strong organizational skills with the ability to effectively manage multiple priorities in a fast-paced environment.
• Proven ability to work independently with minimal supervision while exercising sound judgment and initiative.
• Strong attention to detail and commitment to accuracy in order entry, documentation, and customer records management.

Aufgaben

• Serve as the primary telephone and email contact for hospitals, clinics, home patients and internal stakeholders.
• Manage incoming calls, emails, and customer inquiries in both English and French, ensuring timely and professional resolution.
• Monitor and respond to inquiries received through shared Customer Service mailboxes.
• Enter, process, and maintain customer orders accurately within company’s ERP system
• Coordinate new patient onboarding activities
• Support home patients by conducting reminder calls, confirming supply requirements, and assisting with dialysis supply management.
• Manage clinic and hospital supply orders and coordinate delivery requirements with internal departments.
• Process and coordinate supply arrangements for patients travelling within Canada and internationally, as required.
• Investigate and resolve order discrepancies, delivery concerns, proof of delivery requests, and customer complaints.
• Monitor and manage backorders, communicating supply issues and potential resolutions to customers and internal stakeholders.”
• Review and maintain patient files
• Process returns, credits, product complaints, and RMAs in accordance with company procedures.
• Process EDI orders
• Coordinate and process product sample requests
• Manage order modifications, holds, cancellations, and other order maintenance activities.
• Escalate customer concerns, product issues, and service-related challenges to the National Customer Service Manager or appropriate departments for resolution.
• Collaborate with cross-functional teams including Warehouse, Sales, Clinical, Technical Service, Finance, and QA to support customer needs.
• Provide support and coverage for team members during vacations, absences, peak workload periods, and special projects.

Kenntnisse

Bilingual (Fr/Eng)

Customer service

MS Office

Communication

Organization

Attention to detail

Independence

Problem solving

Ausbildung

High school diploma

College/University degree preferred

Tools

Microsoft Office

Jobbeschreibung

Fresenius Medical Care Canada is hiring a Bilingual Customer Service Representative to manage hospitals, clinics and home patient inquiries in English and French. You will process orders in the ERP, support onboarding and dialysis supply management, and coordinate shipments across Canada.

The role requires 3+ years in customer service, healthcare experience preferred, and strong MS Office skills. The position follows a hybrid work model with collaboration across departments and a focus on