Bilingual Client Care Specialist, Veteran Concierge Team

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Bilingual Client Care Specialist, Veteran Concierge Team

Division:
Client Care

Job location:

Remote (Canada)

Hours:

40 hours per week, Monday to Friday

Employment type:

Full Time Permanent
Salary: 43,000 - 48,500
A little about us
Aurora is proud to be a global leader in the cannabis industry. With a smart strategy, unmatched talent and focus on our long-term success, we believe we have a bright future.

At Aurora, we’re passionate about helping patients improve their lives through high-quality premium medical cannabis under brands they can trust and rely on. Our products, available across Canada, Europe, Australia, and New Zealand, include leading brands like Pedanios, Indi Med, San Raf, Whistler, Greybeard and Craft Plant.

Our diverse team works passionately across various roles, from manufacturing to corporate positions, and many more, united by our purpose:
Opening the World to Cannabis . Enabled by science and empowered by people, for patients and consumers. We collaborate globally, embrace change with courage, stay agile, and treat everyone with compassion. We live our values daily, making a meaningful impact on patients, communities, and our A-Team.

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 Client Care Concierge Team Lead. 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. Interesting? Here is a little more…

As the Bilingual Client Care Specialist   you will…

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…