Bilingual Patient Experience Specialist

Phoenix; Toronto; Hybrid; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Healthcare coverage

Remote-first benefits

Wellbeing programs

Job summary

Phoenix is hiring a Bilingual Customer Experience Coordinator in downtown Toronto. You will support patients across email, chat, and phone, and help them navigate accounts, orders, and treatment plans with English and French proficiency.

You’ll triage inquiries to the healthcare team when needed, deliver best-in-class support, and collaborate with the product and pharmacy teams to improve the patient experience in a fast-paced telehealth environment.

Qualifications

• Bilingual English/French required for customer communications.
• Experience delivering customer service in fast-paced environments is beneficial.
• Strong problem-solving and de-escalation skills are essential.

Responsibilities

• Respond to patients’ inquiries via email, chat and phone.
• Communicate clearly with patients in English and French.
• Assist with patient onboarding, product education, and troubleshooting on the platform.
• Troubleshoot issues with account management, shipments, and billing.
• Flag potential issues to the development and pharmacy teams to protect patient experience.
• Provide exceptional customer service, with feedback driving improvements.
• Find creative, professional ways to deliver high-quality support.

Skills

Bilingual English/French

Customer experience excellence

Problem solving

Job description

Phoenix is hiring a Bilingual Customer Experience Coordinator in downtown Toronto. You will support patients across email, chat, and phone, and help them navigate accounts, orders, and treatment plans with English and French proficiency.

You’ll triage inquiries to the healthcare team when needed, deliver best-in-class support, and collaborate with the product and pharmacy teams to improve the patient experience in a fast-paced telehealth environment.