Job Type: Full-time Work Location: Remote
Patient Care Specialist
Location
Canada
Posted
11 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Patient Care Specialist
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
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