Bilingual Client Care Specialist, Veteran Concierge Team - Remote

at  Aurora Cannabis

BILINGUAL CLIENT CARE SPECIALIST

Division: Medical Sales
Hours: 40 hours per week, Monday - Friday
Employment type: full-time permanent employment
Job location: Alberta, Saskatchewan, Manitoba, Ontario, or Quebec (remote opportunity)

JOB SUMMARY

We are searching for a dynamic professional to join our Medical Sales Division as our newest Bilingual Client Care Specialist, reporting into the Manager, Concierge. The Client Care Specialist will be a vital part of our veteran patient care services by handling incoming inquiries, providing assistance, and ensuring a positive patient experience. Your role involves responding to patient inquiries and collaborating with healthcare professionals as well as insurance providers to address patient needs. The ideal candidate will possess excellent communication skills, empathy, and a commitment to delivering high-quality patient care. Sound interesting? Here is a little more…

• Providing excellent customer service in English & French.
• Ability to thrive in a fast-paced inbound call environment that requires extreme attention to detail.
• Answer various types of inbound calls including but not limited to general inquiries, registration follow-up, sales calls whereby you must process order requests from clients, caregivers, and health care practitioners.
• Processing and managing large volumes of client documentation with strong attention to detail, ensuring that medical documents and procedures adhere to strict regulations.
• Informing clients on the current regulations/policies and how these may affect receiving access to medical cannabis (Cannabis Act/Internal Aurora Policy).
• Update and process documents in our CRM database.
• Maintain a high level of accuracy and confidentiality with client information.
• Assist clients with forms and online procedures.
• Ability to deal with irate clients while maintaining a positive and enthusiastic attitude.
• Resolve complaints using critical thinking skills and maintain documentation of each interaction for Health Canada.
• Compliance to strict guidelines and regulations and communicating these using approved verbiage to the clients.
• Ability to adapt quickly to changes that affect the department such as legislation and regulation amendments, internal practices, internal department specializations and technical training that applies to the industry.
• Ability to manage various types of clients and demonstrate empathy.
• Troubleshoot and navigate shipping and registration account issues.
• Follow up with client requests submitted by means of our various platforms (i.e., phone, chat, email, case management).
• Answering general inquiries about products, process, and procedures that Aurora offers.
• An expert on all VAC processes and procedures including:
• Additional registration requirements for coverage approval.
• Pre-VAC screening, qualification, application and follow-up .
• VAC coverage implementation and follow-up.
• Coverage decline resubmissions.
• VAC vaporizer billing and follow-up.
• Invoice decline investigation.
• An expert on all 3rd party billing processes and procedures including:
• How to confirm and apply coverage.
• Taking Orders via the phone for 3rd party billing.
• Invoice decline investigation.