Patient Care Specialist

Tokyo Smoke•Toronto, ON

7d•Remote

About The Position

As Vitalicann prepares to enter the Canadian medical cannabis marketplace, they are seeking a Patient Care Specialist (PCS) who will serve as the primary interface with patients and veterans. The role focuses on delivering excellence in care and ensuring unsurpassed customer satisfaction. The Patient Care Specialist is the single point of contact for patients enrolled in Vitalicann’s medical cannabis program, responsible for managing program service offerings effectively. This includes onboarding new patients, ensuring a seamless patient journey, and delivering exceptional patient satisfaction to maximize retention. The ideal candidate is action-oriented, tactful, and empathetic, committed to providing patients with a positive experience throughout their treatment journey.

Requirements

College Diploma or University degree required.
2-3 years of experience in the medical cannabis, healthcare, or pharmaceutical industry, preferably working directly with patients and health professionals.
2-3 years of experience in a Customer Service or Call Centre setting.
Familiarity with patient care centre technology (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 a customer relationship management (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.

Nice To Haves

Preference for an individual who has been in a support role for Canadian Veterans.

Responsibilities

Onboarding new patients, including scheduling physician appointments, performing follow-up calls, and updating patient files.
Answering inbound and outbound queries via phone, email, and online chat.
Educating patients on the safe and effective use of medical cannabis.
Completing administrative tasks related to patient registration and medical documents, including validation and updating of patient account information.
Managing patient information and records within the ERP system.
Serving as the single point of contact for Vitalicann medical cannabis patients.
Conducting welcome calls to gather information, introduce patients to support programs, and obtain consent.
Acting as a key resource for patients regarding reimbursement support, product availability, and ongoing compliance.
Contacting clients to confirm adherence and coordinate medication delivery.
Scheduling follow-up calls to monitor treatment progress and remind patients about medical document renewals.
Developing and maintaining a deep knowledge base of medical cannabis to assist and guide patients.
Delivering a premium veteran patient experience.
Maintaining expert knowledge of reimbursement mechanisms, specifically Veterans Affairs Canada / Medavie Blue Cross.
Acting as a patient advocate to explore funding options for medical cannabis, determine coverage details, and maintain documentation for the reimbursement process.
Collaborating with the Patient Care team manager and other specialists to address patient concerns, needs, and escalations.
Reporting and recording all adverse events (AE) and product complaints immediately as per policies and Health Canada requirements.
Ensuring compliance with Health Canada regulations, policies, and procedures.
Performing other duties as required.