Member Experience Consultant developing member education and communication solutions at Sun Life. Focuses on enhancing client engagement and corporate goals through effective strategies and relationships.
About the role
- Bilingual Patient Care Specialist at Apollo Applied Research supporting patients in their medical cannabis journey. Facilitating assessments and fostering patient education with compassion and understanding.
Responsibilities
- Nurturing partnerships with our patients to ensure high quality medical assessments and educational support; facilitating the patient’s journey as part of being effectively prescribed medical cannabis.
- Streamlining accurate and high-quality communication and customer support processes to enhance patients’ education and understanding of their prescription, building stronger patient rapport and loyalty.
- Addressing patient questions and concerns while gathering detailed patient history to offer better recommendations and more robust treatment plans to patients.
- Patient education, communicating with patients for their medicinal cannabis prescription questions, either in clinic or remotely via digital platforms and phone to ensure they understand how to use and order cannabis for their treatment
- Maintaining and evolving a set of messaging and knowledge standards, as discussed with the rest of the Patient Care Team
- Providing compassionate care to patients, displaying empathy and understanding at all times.
- Being direct, strong and confident with communication.
- Coordinating with the Booking team members to ensure the entire patient journey from start to finish is simple, accessible, customer-friendly and clean, ensuring follow-up for upholding specific standards for messaging and protocols as set by Management.
- Maintain accurate notes regarding ordering and patient interaction.
- Executing the development of education and patient ordering processes as set by Management.
- Collaborating and integrating objections and ideas from other team members and Management to ensure new opportunities.
- Facilitating booking process for scheduling all follow-up appointments.
- Other duties as assigned
Requirements
- Bilingual in English and French required
- Undergraduate degree or diploma in practical nursing, or 3 or more years of relevant work experience preferred
- Must have customer service & call center experience.
- Hospitality and/or health care industry experience is preferred, but not mandatory.
- Experience with the use of clinical databases or EMR systems preferred, but not mandatory
- Proficient in English with strong written and oral communication skills.
- Ability to utilize critical thinking and problem-solving skills to address challenging situations.
- Utilize your passion, empathy & emotional intelligence to build relationships and help people improve their health
- Must be meticulous, initiative-taking and ability to foster a positive work environment
- Utilize strong analytical and thought leadership skills to drive productivity and efficiencies.
- Ability to function in a fast-paced and rapidly changing environment with openness to innovative ideas and show flexibility to adapt positively to changes in direction, priorities, schedules, or responsibilities
- Utilize your strong listening, communication, and leadership skills to share and action ideas within teams.
Benefits
- extended health and dental coverage
- paid vacation
- participation in our employer-supported retirement savings program
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