Bilingual Client Care Specialist, Veteran Concierge Team

AuroraMedical cannabis

Remote (Canada)Full-TimeJunior

Salary43,000 - 48,500 CAD per year

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Job Details

Have a minimum Grade 12 diploma.
Be fluent in English and French, verbally and in writing.
Have a minimum of 1 to 3 years of customer service experience.
Have experience with VAC processes.
Have experience with third-party billing processes.
Demonstrate attention to detail when handling high volumes of client documentation.
Use MS Office and Dynamics; excellent computing skills are listed as a qualification.
An Administrative Assistant or Medical Office Assistant certificate is a strong asset.
Experience in the medical cannabis industry is an asset.
Strong analytical, organizational, diplomacy, and customer service skills are listed as bonus qualifications.

Respond to inbound calls and inquiries, including general questions, registration follow-up, and sales calls.
Process order requests from clients, caregivers, and health care practitioners.
Manage client documentation and update and process documents in the CRM database.
Inform clients about current regulations and policies affecting access to medical cannabis.
Assist clients with forms and online procedures, and troubleshoot shipping and registration account issues.
Resolve complaints, document interactions for Health Canada, and maintain confidentiality of client information.
Follow up on client requests received by phone, chat, email, and case management.
Support VAC coverage processes, including screening, applications, implementation, resubmissions, billing, and follow-up.
Handle third-party billing processes, including confirming and applying coverage, taking phone orders, and investigating invoice declines.

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