Patient Care Representative

AP01 Apollo Applied Research Inc.; Canada; On-site; CAD 28,000 - 30,000; Full time

Benefits offered by this job

Extended health and dental coverage

Paid vacation

Retirement savings program

Job summary

AP01 Apollo Applied Research Inc. seeks a remote Patient Care Coordinator to support a virtual medical cannabis clinic in Canada. You will handle patient intake, scheduling, education, and care coordination, ensuring a clinically appropriate and empathetic experience across digital channels.

The role requires strong English and French communication, customer-service excellence, and EMR experience. You will triage patients, respond to inquiries, document interactions, and help guide patients

Qualifications

• Bilingual English & French preferred.
• 3+ years of relevant work experience preferred in customer service/call center roles, preferably in Health care or hospitality.

Responsibilities

• Contribute to patient intake and coordination, including education, triage, and appointment booking.
• Schedule new patients, follow-ups, and rescheduling to support clinic flow.
• Engage with patients to support continuity of care and adherence to prescribed treatment plans.
• Provide clear medical cannabis education to patients via clinic, remote platforms, or phone.
• Document patient interactions accurately in EMR and tracking tools.
• Respond to patient questions and concerns with empathy and professionalism.
• Meet defined KPIs and assist with event coordination and outreach.

Skills

Bilingual EN/FR

Customer service

EMR systems

Tools

EMR systems

Job description

Apollo Applied Research is a virtual medical clinic offering its patients an accessible path to medical cannabis treatment. We offer effective treatments for many chronic health conditions such as pain, anxiety, sleep disorders, PTSD and more through an evidence-based approach to empower our patients to take control of their overall health. We have a team of experienced health care professionals dedicated to patient care and medical cannabis education. We are actively seeking new and better ways to treat our patients’ illnesses with medical cannabis across Canada. Apollo is a growing organization in the exciting, fast-paced, and evolving industry of medical cannabis. Working at Apollo provides our employees with an atmosphere of ongoing professional advancement opportunities, learning, challenges, and problem solving. Our teams consist of dedicated and empathetic professionals with a diverse set of perspectives, experiences, and collaboration to maximize our collective impact.

Purpose

Nurturing partnerships with our patients to ensure high quality medical assessments and educational support; facilitating the patient’s journey as an integral component of medical cannabis treatment.

Streamlining accurate and high-quality communication and customer support processes to enhance patients’ education and understanding of their treatment plan, building stronger patient rapport and loyalty.

Responsibilities

• Contribute to the patient intake and coordination process by supporting one or more core functions (education, triage, and/or appointment booking), ensuring a clinically appropriate and patient-centered experience
• Execute appointment scheduling activities, including new patient bookings, follow-ups, and rescheduling, while supporting efficient clinic flow and provider availability
• Conduct proactive outbound patient engagement to support continuity of care, appointment adherence, and completion of required steps within the care process
• Address patient questions and concerns while gathering detailed patient history to offer better recommendations and more robust treatment plans to patients
• Provide a best-in-class medical cannabis education to patients, in alignment with clinical guidance and organizational protocols, either in clinic or remotely via digital platforms and phone to ensure they understand how to use and order cannabis for their treatment
• Maintain and evolve a set of messaging and knowledge standards, as discussed with the rest of the Patient Care Team
• Provide compassionate care to patients, displaying empathy and understanding at all times
• Be direct, strong and confident with communication
• Manage inbound and outbound communications with various stakeholders, including phone calls and emails, ensuring timely, professional, and clinically appropriate responses
• Perform structured patient triage through inbound and outbound interactions, assessing patient needs, eligibility, and urgency
• Thoroughly and accurately document patient interactions within EMR systems and supporting tracking tools (e.g. spreadsheets), ensuring completeness and compliance with internal standards and privacy obligations
• Support the coordination and execution of patient-facing events and clinic initiatives, including scheduling, patient outreach, and follow-up communications to drive engagement and attendance
• Meet or exceed defined KPIs and performance metrics
• Other duties as assigned

Requirements

• Bilingual in English & French preferred.
• 3 or more years of relevant work experience preferred.
• Customer service/Call center experience within Health care and/or hospitality industry is preferred.
• Experience with clinical databases or EMR systems preferred, but not mandatory.
• Proficient in English with strong written and oral communication skills.
• Fluency in French is an asset.
• Ability to utilize critical thinking and problem-solving skills to address challenging situations.
• Utilize your passion, empathy & emotional intelligence to build relationships and help people improve their health.
• Must be meticulous, initiative-taking and ability to foster a positive work environment.
• Utilize strong analytical and thought leadership skills to drive productivity and efficiencies.
• Ability to function in a fast-paced and rapidly changing environment with openness to innovative ideas and show flexibility to adapt positively to changes in direction, priorities, schedules, or responsibilities.
• Utilize your strong listening, communication, and leadership skills to share and action ideas within teams.

Other Details

This is a full time remote position based out of Canada.

Pay range English stream: $20.19 / hour

Pay range Bilingual stream (English/French): $21.62 / hour

• Benefits - extended health and dental coverage, paid vacation, and participation in our employer-supported retirement savings program

#LI-Remote

Canopy Growth is a leading global company committed to bettering lives through cannabis. With a focus on cultivation excellence, quality, trust, innovation and disciplined execution, we are a consumer-centric company serving patients, consumers and partners alike. We believe the best of this industry is still ahead - and we are building the team to lead it there.