Member Experience Associate- Clinical Administration

Science&Humans; Mississauga; Hybrid; CAD 35,000 - 55,000; Full time

Benefits offered by this job

Health benefits

Hybrid work arrangement

Career growth opportunities

Job summary

Science & Humans in Mississauga seeks a Member Experience Associate to be the frontline voice for patients, answering questions about hormone treatments and resolving issues with empathy. You will collaborate with our medical team to ensure accurate information and high patient satisfaction.

This role combines patient care with administrative tasks in a fast-paced setting. You will multitask, document interactions, and monitor feedback while upholding regulatory standards and company policies.

Qualifications

• Customer service experience, ideally in healthcare or pharmacy
• Strong communication skills, both written and spoken
• Ability to multitask and manage patient inquiries
• Attention to detail and accurate record-keeping
• Ability to work with healthcare professionals and maintain confidentiality

Responsibilities

• Deliver exceptional service and support to patients about hormone treatments
• Respond promptly and empathetically to inquiries and requests
• Own patient issues, problem-solve, and ensure positive outcomes
• Prioritize multiple tasks in a fast-paced environment
• Collaborate with healthcare professionals to provide accurate information
• Document patient feedback and identify improvement opportunities
• Maintain accurate records of patient interactions and treatment details
• Adhere to company policies and healthcare regulations

Skills

Customer service

Phone etiquette

Verbal communication

Written communication

Empathy

Multitasking

Problem-solving

Education

Bachelor’s degree or equivalent

Job description

About the Job

We are looking for a Member Experience Associate to be the frontline voice for our patients. In this role, you’ll ensure every patient feels supported and cared for, whether it’s answering questions about hormone treatments, resolving issues with empathy, or collaborating with our medical team to provide accurate information. This is a fast-paced, people-focused role where your ability to multitask, problem-solve, and communicate effectively will make a direct impact on patient satisfaction and loyalty.

What You’ll Do

• Deliver exceptional service and support to patients regarding their hormone treatments.
• Respond promptly and empathetically to patient inquiries, concerns, and requests.
• Problem-solve and take ownership of patient issues to ensure a positive outcome.
• Manage and prioritize multiple tasks in a dynamic environment.
• Collaborate closely with healthcare professionals to provide accurate, timely information.
• Monitor and document patient feedback, identifying opportunities for improvement.
• Maintain accurate records of all patient interactions and treatment details.
• Ensure compliance with company policies and healthcare industry regulations.

What You Bring

• Strong customer service and phone etiquette skills.
• Prior experience in customer support or patient experience (healthcare or pharmacy experience is a plus).
• Ability to build trust and empathize with patients, identifying their needs quickly.
• Excellent verbal and written communication skills.
• Strong attention to detail and ability to juggle multiple priorities.
• Problem-solving mindset with sound decision-making skills.
• Bachelor’s degree in a related field, or equivalent work experience.

Why Join Science & Humans?

• Be part of a mission-driven company helping people live healthier, longer lives.
• Gain hands-on healthcare experience in a high-growth, innovative environment.
• Work alongside a passionate, supportive, and diverse team.
• Competitive salary, health benefits, and opportunities for career growth.

Please note this position is 4 days in office and 1 day WFM, work location is in Mississauga, Ontario

Commitment to Inclusion

Science & Humans is committed to providing a respectful, inclusive workplace where everyone can succeed. Accommodations are available throughout the recruitment process upon request.

Recruitment Process Notice

As part of our recruitment process, we may use artificial intelligence tools to assist in the review of applications, helping identify candidates whose qualifications align with this role.