Bilingual Retention Agent providing customer service and retention for Manulife. Responsible for inbound/outbound calls and sales applications in English and French.
About the role
- Bilingual Registered Nurse (RN) Contractor providing clinical support for labs at Maple, ensuring timely follow-ups based on lab results. Working remotely on an as-needed basis.
Responsibilities
- Clinically review lab results issued by Maple providers and assign appropriate follow-up recommendations for patients.
- Identify abnormal or critical results and determine urgency of follow-up care.
- Contact patients directly for critical results that require immediate emergency care.
- Escalate complex cases to physicians as appropriate.
- Support specialist referrals based on provider directives, including preparing referral documentation and required forms.
- Assign referrals to appropriate specialist clinics based on patient location, clinical need, and specialty.
- Redirect referrals when clinics are unresponsive or referrals are declined.
- Review specialist consult reports and determine whether patient follow-up is required.
- Depending on scheduling and operational needs, you may support additional workstreams outside of this list.
Requirements
- Bachelor of Science in Nursing (BScN).
- Current registration and good standing with a Canadian provincial or territorial nursing college.
- No active malpractice investigations; professional liability coverage in place.
- Bilingual in French and English to a professional standard.
- Experience in a patient-facing clinical setting (primary care, medical-surgical, or emergency preferred).
- Strong clinical judgment and confidence in reviewing lab results and specialist documentation.
- Comfortable working independently in a remote, technology-enabled environment.
- Proficient in using Mac devices and learning new digital tools quickly.
- Excellent English communication skills (written and verbal).
- Strong understanding of patient privacy and confidentiality requirements.
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