Patient Care Specialist

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.

General Responsibilities
The Patient Care Specialist is the single point of contact for patients enrolled in Vitalicann’s medical cannabis program. The PCS is responsible for ensuring program service offerings are managed and delivered effectively, creating a seamless patient journey that effectively on-boards new patients and delivering exceptional patient satisfaction that maximizes patient retention. This individual is action oriented, tactful, and empathetic, ensuring the patient has a positive experience working with Vitalicann through their treatment journey.

Key Priorities/Accountabilities

• Responsible for 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 they need to handle medical cannabis safely and effectively.
• Complete administrative tasks related to patient registration and medical documents. Validate patient documents and update patient account information as required.
• Manage patient information and records within our ERP system.
• Single point of contact for Vitalicann medical cannabis patients.
• Conduct welcome calls to gather relevant information, introduces patients to Vitalicann support programs, and obtains patient consent as required.
• Key resource for the patient with respect to reimbursement support, product availability and ongoing compliance.
• Contact clients periodically to confirm adherence and coordinate delivery of medications (including date, time)
• Schedule follow up calls with patients to monitor treatment progress and remind when medical document renewals are approaching.
• Develops a deep knowledge base with respect to medical cannabis and can assist and guide patients appropriately.
• Help deliver a premium veteran patient experience within the patient care operation.
• Maintain an expert level of knowledge of reimbursement mechanisms, specifically Veterans Affairs Canada /Medavie Blue Cross.
• Act as a patient advocate, exploring all options for funding of medical cannabis, determines coverage details and develops/maintains complete and accurate documentation required to facilitate a successful outcome of the reimbursement process.
• Work collaboratively with the Patient Care team manager and other Patient Care Specialists to address patients concerns or needs and escalations interrupting the patient journey.
• Report/record all adverse Events (AE) and product complaints immediately or as soon as possible upon becoming aware of the event as per current policies and procedures 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 with directly with patients and with other health professionals (i.e., physicians, nurses, pharmacists).
• 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 in French.
• Strong organizational and time management skills.
• Customer service mindset: personable & engaging, enjoys connecting/speaking with people.
• Detail Oriented, ensures 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.

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.