Bilingual Client Care Specialist, Veteran Concierge Team - Remote

Hours: 40 hours per week, Monday - Friday

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.

As the Bilingual Client Care Associate, you will be responsible for:

• 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.

You’re the ideal candidate if you have…

• Minimum 1 to 3 years of experience in customer service.
• Administrative Assistant / Medical Office Assistant Certificate as strong asset.
• Proven analytical and customer service skills in a fast-paced environment.
• Strong diplomacy skills, Effective communicator (verbal and written).
• Strong organizational skills and attention to detail.
• Up to date on industry related information and processes regarding methods of consumption and legislation is considered a strong asset.
• Experience in the Medical Cannabis industry an asset.
• Experience on VAC processes.
• Experience on 3rd Party billing processes.

Why you’ll love working at Aurora

• Flexibility: you will enjoy a flexible work environment that is the perfect blend of work and fun! You will be empowered to achieve work-life balance with flexible hours, remote work options, meeting-free-Friday-afternoons and more!
• Total Rewards: we will motivate you to go above and beyond with a competitive salary, professional development opportunities, company SWAG, team activities and modern technology.
• Team: we are a diverse and global team of cannabis enthusiasts, energetic innovators, fitness gurus, caring parents, foodies and more, with a collective passion to nurture an inclusive environment that helps you grow and provide people better days with cannabis.

Next steps
Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and we will contact you if we see a fit via email.

Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways. We would love to review your application to see if you’re the right fit or find you an alternative opportunity.

Diversity and inclusion
At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work. Our diverse community combined with our inclusive culture, is what sets us apart in the industry and equips our A-Team with superpowers – and this is why, we encourage all candidates to apply for job opportunities regardless of race, national origin, colour, religion, age, gender identity or expression, sexual orientation, marital and family status, disability, or any other identifying characteristic. If you require accommodation (including, but not limited to, an accessible interview site or alternate format of job posting) during the recruitment and selection process, please do not hesitate to let our team know!