Patient Care Specialist

Emerald Lane Recruitment; Quebec; Hybrid; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Paid vacation

Health and dental benefits

Job summary

Emerald Lane Recruitment seeks a Bilingual Clinic and Patient Liaison to lead French-speaking activities across Quebec and Atlantic Canada. You will build clinic partnerships, support veteran patients by phone and email, and shape French marketing/communications while assisting sales growth in these markets.

The ideal candidate blends patient care passion with a commercial edge, thrives in a small team, and is comfortable long conversations with patients.

Qualifications

• Bilingual in Québécois French and English, spoken and written, with strong written French for professional content.
• Experience in patient, customer, or technical support.
• Sales and marketing mindset.
• Comfortable handling long, sometimes emotional conversations with patients.

Responsibilities

• Build and manage French-speaking clinic partnerships across Quebec and Atlantic Canada, including on-site visits.
• Serve as primary contact for French-speaking clinic partners, confirming patient information and documentation.
• Follow up on prescriptions, authorizations, and patient data to ensure smooth service.
• Maintain professional, timely communication to strengthen long-term clinic relationships.

Skills

Bilingual (French & English)

Sales mindset

Marketing mindset

Patient support experience

Comfort with long conversations

Job description

Our client, a Licensed Producer (LP) dedicated to supporting the Canadian veteran community, is seeking a Bilingual Clinic and Patient Liaison to join their patient support team and work closely with the executive leadership team.

The Bilingual Clinic and Patient Liaison will lead the company’s French-speaking business across Quebec and Atlantic Canada, managing relationships with clinics, healthcare providers, patients, and vendors. This role will also help shape French marketing and communications and support sales growth in these markets, with responsibilities expected to expand as the business grows.

The ideal candidate will combine a genuine passion for patient care with the commercial drive to build partnerships, open new opportunities, and grow alongside the business as the voice of the brand in French-speaking markets.

MUST-HAVE REQUIREMENTS

• Able to work remotely from a home office, with occasional in-person time in Barrie and travel to partner clinics, primarily in Quebec, as required.
• Bilingual in Québécois French and English, spoken and written, with strong written French for professional and marketing content.
• Experience in patient, customer, or technical support.
• A sales and marketing mindset.
• A genuine passion for patient care and comfort working in a small, fast-paced team.
• Comfortable having long, sometimes emotional conversations with patients.

KEY RESPONSIBILITIES

Clinic & Healthcare Provider Relationships

• Build and manage direct relationships with partner clinics and healthcare providers in French-speaking markets, including regular on-site visits.
• Serve as the main point of contact for French-speaking clinic partners, confirming patient information and obtaining or clarifying required documentation.
• Follow up on outstanding prescriptions, authorizations, and patient information.
• Maintain professional and timely communication that strengthens long-term clinic partnerships.

Patient Experience & Support

• Support French- and English-speaking veteran patients by phone and email with orders, account questions, and product information.
• Help patients understand their daily allotment, available grams, order limits, and monthly order cycle.
• Manage monthly reorder follow-ups and document patient preferences, feedback, and key interactions.
• Ensure French-speaking patients receive the same quality of experience as English-speaking patients.

Sales & Business Development

• Support sales growth across clinic and patient channels in Quebec and Atlantic Canada.
• Grow existing patient accounts through courtesy calls on unused monthly benefits and expiring prescriptions.
• Identify, approach, and onboard new vendors in Quebec.
• Contribute to the sales cycle on the French side, from outreach and relationship building through onboarding and follow-up.

French Marketing & Communications

• Review and approve all French-language marketing materials, including trade marketing, email campaigns, and patient communications.
• Ensure translations are accurate, natural, and relevant to French-speaking audiences.
• Provide input on marketing and trade materials so messaging resonates with French-speaking clinics and patients.

Leadership Liaison & French Market Insight

• Act as the French-language liaison to the leadership team on all matters involving French-speaking clinics, patients, customers, and vendors.
• Share market feedback, recurring patient needs, and clinic insights to help shape the company’s approach in French-speaking markets.
• Assist patients with general questions about coverage, reimbursement, and order-related documentation.
• Escalate prescription, medical, allotment, and complex coverage questions to the appropriate team member.
• Maintain accurate patient and clinic records, notes, and follow-up tasks in French and English.

QUALIFICATIONS

• Bilingual in Québécois French and English, spoken and written, with the ability to review and refine professional and marketing content in French.
• Previous experience in patient, customer, or technical support, or a related field; backgrounds in med spa, wellness, cannabis retail, or healthcare are welcome.
• Experience building relationships with clinics, healthcare providers, or business partners is an asset.
• Sales, business development, or account management experience is an asset.
• Experience reviewing, translating, or proofreading marketing or communications content is an asset.
• Cannabis product knowledge is a strong asset.
• Familiarity with Veterans Affairs Canada (VAC) and third-party coverage processes is an asset.
• Excellent communication and relationship-building skills, with a professional, empathetic, and solution-oriented approach.
• Strong organization, time management, and attention to detail, with the ability to multitask and prioritize effectively.
• Able to work independently from home while contributing effectively to a small team.
• Comfortable learning and using patient management, ordering, and communication systems.

Compensation

In accordance with Ontario pay-transparency requirements, the expected base salary range for this position is $60,000-$65,000, plus paid vacation and health and dental benefits. Final compensation will be based on the successful candidate’s relevant experience and qualifications.

Accessibility

Emerald Lane Recruitment is committed to providing an accessible recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodation is available upon request throughout the recruitment and selection process.

Vacancy Disclosure

This posting is for an existing vacancy.

AI Disclosure

Emerald Lane Recruitment does not use artificial intelligence to screen, assess, or select applicants. AI-enabled tools may support back-office efficiency; however, people review applications, assess candidates, and make decisions throughout the recruitment process.