Tokyo Smoke

Role Description As we prepare to enter the Canadian medical cannabis marketplace, we are in search of a Patient Care Specialist (PCS) who will be Vitalicann’s primary interface with patients and veterans, delivering excellence in care, and unsurpassed customer satisfaction. - The Patient Care Specialist is the single point of contact for patients enrolled in Vitalicann’s medical cannabis program. - Responsible for ensuring program service offerings are managed and delivered effectively. - Creates a seamless patient journey that effectively on-boards new patients and delivers exceptional patient satisfaction that maximizes patient retention. - Action oriented, tactful, and empathetic, ensuring a positive experience for patients throughout their treatment journey. Key Priorities/Accountabilities - Onboarding new patients, helping to schedule appointments with physicians, performing follow-up calls, and updating patient files as necessary. - Answer inbound and outbound queries via phone, email, and online chat. - Provide patients with information and education on handling medical cannabis safely and effectively. - Complete administrative tasks related to patient registration and medical documents, validating patient documents and updating patient account information as required. - Manage patient information and records within our ERP system. - Conduct welcome calls to gather relevant information, introduce patients to Vitalicann support programs, and obtain patient consent as required. - Key resource for patients regarding reimbursement support, product availability, and ongoing compliance. - Contact clients periodically to confirm adherence and coordinate delivery of medications. - Schedule follow-up calls with patients to monitor treatment progress and remind them when medical document renewals are approaching. - Develop a deep knowledge base regarding medical cannabis to assist and guide patients appropriately. - Help deliver a premium veteran patient experience within the patient care operation. - Maintain expert knowledge of reimbursement mechanisms, specifically Veterans Affairs Canada / Medavie Blue Cross. - Act as a patient advocate, exploring funding options for medical cannabis and determining coverage details. - Work collaboratively with the Patient Care team manager and other Patient Care Specialists to address patient concerns or needs. - Report/record all adverse events (AE) and product complaints immediately as per current policies and Health Canada requirements. - Ensure compliance with Health Canada regulations, policies, and procedures at all times. - Perform other duties as required. Qualifications - College Diploma or University degree is required. - 2-3 years’ experience in the medical cannabis, healthcare, or pharmaceutical industry, preferably working directly with patients and other health professionals. - 2-3 years’ experience in a Customer Service or Call Centre setting. - Preference for an individual who has been in a support role for Canadian Veterans. - Familiar with patient care centre technology both inbound and outbound. - Bilingual Proficiency - fluent in both English and French. - Strong organizational and time management skills. - Customer service mindset: personable & engaging, enjoys connecting/speaking with people. - Detail oriented, ensuring patient files are accurate and up to date. - Strong computer skills in a Windows environment; experience using CRM and ERP systems are assets. - Excellent communication skills, written and verbal, to interact effectively with patients and clinicians. - Experience and comfort working with different software programs, technical systems, databases, and online platforms. Benefits - Vitalicann welcomes and encourages applications from people with disabilities. - Accommodations are available on request for candidates taking part in all aspects of the selection process. Company Description Job Type: Full-time Work Location: Remote