Patient Care Representative

MTL Cannabis Corp; Town of Oromocto; On-site; CAD 42,000 - 58,000; Full time

Benefits offered by this job

Dental care

Extended health care

Paid vacation

Health Spending Accounts

Life insurance

Telemedicine

Employee Assistance Program

On-site parking

Collaborative work environment

Job summary

Canada House Clinics is seeking a Patient Care Coordinator to support education, triage, and appointment bookings for patients seeking medical cannabis treatment. You will coordinate the patient journey, book new and follow-up visits, and ensure timely, clinically appropriate responses.

The role requires strong English communication, experience in healthcare or hospitality, and proficiency with EMR systems. French is an asset. The position is on-site with standard daytime hours.

Qualifications

• 3+ years of relevant work experience preferred.
• Customer service/Call center experience in healthcare or hospitality preferred.
• Experience with EMR/clinical databases preferred.

Responsibilities

• Support patient intake and appointment bookings.
• Schedule appointments and manage clinic flow.
• Outbound patient engagement to support continuity of care.
• Address patient questions and collect history to inform treatment.
• Provide medical cannabis education to patients in clinic or remotely.
• Maintain messaging standards with Patient Care Team.
• Provide compassionate, empathetic patient care.
• Manage inbound/outbound communications (phone/email).
• Perform structured patient triage and document interactions in EMR.
• Support events and KPIs.

Skills

Customer service

Communication skills

English fluency

French (asset)

Tools

EMR systems

Clinical databases

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 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.

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.