Bilingual Patient Care Specialist- (English/French)

Apollo Cannabis Clinics are medical clinics offering its patients an accessible path to medical cannabis treatments, free from stigma. We offer effective treatments for many chronic health conditions such as pain, anxiety, sleep disorders, PTSD and more through an evidence-based approach to empower our patients to take control of their overall health. We have a team of experienced health care professionals dedicated to patient care and medical cannabis education. We are actively seeking new and better ways to treat our patients’ illnesses with medical cannabis across Canada.

ROLE: Bilingual Patient Educator (French/English)

PURPOSE:

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.

ACCOUNTABILITIES:

• Facilitating accurate and high-quality triage for patients’ medical records so patients are prescribed effective medicinal cannabis treatment.

• Addressing patient concerns and gathering detailed patient history, either in clinic or remotely via digital platforms or phone.

• 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.

• Providing compassionate care to patients, displaying empathy and understanding at all times. Being direct, strong and confident with communication.

• Other duties as assigned

Requirements:

• Undergraduate degree or diploma in practical nursing, or 3 or more years of relevant work experience preferred

• Must have customer service experience, with call centre, hospitality and/or health care industry experience preferred, but not mandatory 

• Proficient in French with strong written and oral communication skills

• Proficient in English with strong written and oral communication skills – clarity, critical thinking and problem-solving skills in verbal communication 

• Empathy and emotional intelligence for relationship building an asset  

• A passion and desire to help people improve their health

• Experience with the use of clinical databases or EMR systems

• Must be detail-oriented, self-motivated and ability to foster a positive work environment

• Strong analytical, cross-functional team and leadership skills

• Ability to function in a fast-paced and rapidly changing environment with openness to new ideas and the flexibility to adapt positively to changes in direction, priorities, schedules, or responsibilities

• Able to listen well, accurately communicate ideas, and work well in a team setting

• Strong with Microsoft Office (Word, Excel, PowerPoint

• Previous experience with QuickBooks an asset

Apollo is a growing organization in the exciting, fast-paced and evolving industry of medical cannabis. Working at Apollo provides our employees an atmosphere of ongoing professional advancement opportunities, learning, challenges and problem solving. Our teams consist of dedicated and empathetic professionals with a diverse set of perspectives, experiences and collaboration to maximize our collective impact.