Patient Care Representative

MTL Cannabis Corp; Quinte West; On-site; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Dental care

Extended health care

Paid vacation

Health Care and Lifestyle Spending Acc

Life insurance

Telemedicine

Employee Assistance Program

On-site parking

Supportive and collaborative work环境

Job summary

Canada House Clinics in Ontario is seeking a patient care coordinator to support education, triage, and appointment bookings, delivering a compassionate, clinically informed experience.

You will handle inbound/outbound communications, schedule appointments, document interactions in EMR, and help patients understand how cannabis-based treatments fit their plans.

Qualifications

• 3 or more years of relevant work experience preferred.
• Customer service/call center experience within health care and/or hospitality industry is preferred.
• Proficient in English with strong written and oral communication skills.
• Fluency in French is an asset.

Responsibilities

• Contribute to patient intake and coordination, supporting education, triage, and appointment booking for a clinically appropriate experience.
• Execute appointment scheduling activities, including new patient bookings, follow-ups, and rescheduling, ensuring clinic flow and provider availability.
• Conduct proactive outbound patient engagement to support continuity of care and adherence to the care process.
• Address patient questions and concerns while gathering detailed patient history to offer better recommendations.
• Provide best-in-class medical cannabis education to patients, in clinic or remotely via digital platforms.
• Maintain and evolve messaging and knowledge standards with the Patient Care Team.
• Provide compassionate care, with empathy and confidence in communication.
• Manage inbound and outbound communications with stakeholders via phone and email.
• Perform structured patient triage and document interactions in EMR and tracking tools.
• Support patient-facing events and clinic initiatives to drive engagement and attendance.

Skills

Customer service

Communication

Problem solving

Multitasking

Teamwork

English

Tools

EMR systems

Job description

Canada House (CH) is a chain of health clinics that provide Cannabinoid Therapy and education. We have invested in network of healthcare professionals who deliver education and evidenced based treatment plans for patients.

CH helps clients who are suffering from a variety of medical conditions, including but not limited to: Post Traumatic Stress Disorder (PTSD), anxiety disorders, depression, chronic pain disorders, gastrointestinal disorders, dermatological disorders, various forms of cancers, neurocognitive disorders, musculoskeletal disorders, and eating disorders.

Learn more here: www.canadahouseclinics.ca

Purpose:

Nurturing partnerships with our patients to ensure high quality medical assessm ents 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.

Accountabilities:

• 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
• Addressing 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
• Maintaining and evolving a set of messaging and knowledge standards, as discussed with the rest of the Patient Care Team
• Providing compassionate care to patients, displaying empathy and understanding at all times. Being 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:

• 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

Benefits:

• Dental care
• Extended health care
• Paid vacation
• Health Care and Lifestyle Spending Accounts
• Life insurance
• Telemedicine
• Employee Assistance Program
• On-site parking
• Supportive and collaborative work environment

Schedule:

• 8 hour shift
• Monday to Friday 8am to 4:30pm local time
• On-site

Only those selected for an interview will be contacted.