Job Description

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, IndiMed, San Raf, Whistler, Greybeard and CraftPlant.

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…

• Providing excellent customer service in English & French.
• 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.
• Ad hoc duties as required.

You will be setup for success if you have…

• Minimum Grade 12 diploma.
• Fluent in English & French (Verbal & Written).
• Administrative Assistant / Medical Office Assistant Certificate as strong asset.
• Minimum 1 to 3 years of experience in customer service.
• Experience in the Medical Cannabis industry an asset.
• Experience on VAC processes.
• Experience on 3rd Party billing processes.

Bonus points if you have…

• 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.
• Excellent computing skills (MS Office, Dynamics).

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. Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and not an AI software/system. We 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. Not the role for you? Share this posting with your network while subscribing to our Talent Community to learn more about upcoming opportunities (hot tip: if you are an Aurora employee, take advantage of the employee referral program by sharing this posting with someone in your network! If they are the successful candidate, you may be eligible for a bonus!).

Diversity, Equity, Inclusion, Belonging and Accessibility

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.

We value the unique skills and experience each person brings to Aurora and are committed to creating and maintaining an accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act so if you require accommodation during the hiring process, please let our Human Resources team know by contacting us at hr.services@auroramj.com

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