MediPharm Labs offers a professional and collaborative workplace culture in a leading-edge facility built to international pharma standards. Our company is a recognized leader in the Cannabis industry, having won numerous cannabis and entrepreneurial awards. Our growing team of scientists, technicians, engineers, and business professionals delivers quality and innovation through research, discipline, and forward thinking.

This position will be working remotely.

Position Overview

Reporting to the Patient Experience Supervisor, the Patient Experience Associate is responsible for providing the best possible patient experience to all patients of MPL

Responsible for ensuring all incoming communications from Medical Cannabis clinics and patients are answered in a timely and professional manner. Responsible for answering incoming calls from Medical Cannabis clinics and patients, providing educational support, and providing support with orders of all MPL medical brands.

Key Responsibilities

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

Ensure all incoming communications from Medical Cannabis clinics, patients are answered in a timely and professional manner
Execute all incoming and outbound communications with Medical Cannabis, and patients
Ensure all patient interactions are upholding PIPEDA and PCI Compliance as applicable
Interact with patients and clinics by telephone, fax, and email to provide them with educational support about Vivo brands, products, and services
Work in all mailboxes (email and voicemail), to ensure customer service excellence
Place orders for patients over the phone
Process patient information electronically within compliance standards of the regulated industry
Gather information and log complaints from patients, with the support of the Patient Experience Supervisor
Aware of all processes including registrations, renewals, compassionate pricing & discount programs, promotions, etc…
Maintain data entry requirements by following data program techniques
Provide full administrative support including scanning, copying, filing, data entry and other tasks as needed

Qualifications And Skills

Customer Service Experience required
Experience in a Call Center environment required
Experience within the medical cannabis field is preferred, but not required 
Sound judgement and problem-solving skills
Detail oriented, organized, and accurate when processing data and documentation.
Can work independently and can 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 Vivo Cannabis
Always maintain patient/client confidentiality; demonstrate complete discretion when discussing patient information
Eager to take on challenges and adapt to new processes and procedures
Must be able to pass a background check
Bilingualism is an asset
Able to type 45 WPM
Proven ability to use Microsoft Office Applications
MediPharm Labs is committed to providing accommodation for applicants with disabilities in its recruitment processes. If you require accommodation at any time during the recruitment process, please contact 705-719-7425 ext. 1080

To apply online, please click on the appropriate link below.

MediPharm Labs

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Patient Experience Associate