Patient Experience Associate Full Time

Position Overview  

Reporting to the Senior Manager of Customer Service, the Patient Experience Associate is responsible for providing the best possible support to all patients and customers of Canna Farms and MediPharm Labs.

The Patient Experience team provides educational support and assistance with registration and product orders via our direct to patient e-commerce platform. We are seeking a compassionate and detail-oriented individual with a passion for cannabis education and customer service. This role requires a high degree of diligence in following all procedures and protocols in a regulated medical industry with requirements to uphold the Cannabis Act, PIPEDA and PCI compliance.

Key Responsibilities  

The responsibilities of a Patient Experience Associate include, but are not limited to: 

• Ensure all incoming communications from Medical Cannabis patients are answered in a timely and professional manner. Interact with patients and clinics by telephone, fax, and email to provide them with educational support about MPL brands, products, and services. 
• Ensure all patient interactions are upholding the Cannabis Act, PIPEDA and PCI Compliance as applicable. Always maintain patient/client confidentiality; demonstrate complete discretion when discussing patient information. 
• Place orders for patients over the phone. Guide patients to products to maximize their prescription. 
• De-escalate patient complaints and log as needed. 
• Aware of all processes including registrations, renewals, compassionate pricing & discount programs, promotions.
• Provide full administrative support including data entry and other tasks as needed. 

 Qualifications and Skills  

• Experience in a Call Center or customer service environment considered an asset.
• Experience within the medical cannabis field is preferred
• Sound judgement and problem-solving skills, including de-escalation  
• Detail oriented, organized, and accurate when processing data and documentation 
• Can work independently and collaborate with a team 
• Ability to be adaptable under pressure and deal with conflicting demands. 
• A strong work ethic grounded in integrity with values that align with Canna Farms and MediPharm Labs
• Eager to take on challenges and adapt to new processes and procedures 
• Must be able to pass a background check 
• Must have a reliable secure internet connection and skills to troubleshoot connection issues. Private work space is also required to maintain patient confidentiality.
• Proven ability to use Microsoft Office Applications 
• Bilingualism is an asset 

Compensation

• $20/hr
• Benefits program and bonus program for those who qualify