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Bilingual Patient Care Coordinator/Educator


Reporting to Senior Team Lead/Manager of Clinical Operations the Bilingual Patient Care Coordinator/Educator will handle inquiries, scheduling and education for the Quebec and Canadian French medical cannabis patients by telephone and email. Must be able to speak fluently in French and English. Will assist our Health Care Practitioners with accurate history taking and verbal or written translation. Must work as an effective member of an integrated Patient Service team. Must be able to work quickly and in a detailed manner to keep up-to-date with patient requests.


Primary Responsibilities
● Vetting medical records and referrals
● Answering inbound calls and making outbound calls
● Booking and confirming patient appointments
● Answering patient and physician inquiries via email
● Data entry and document management
● Educating patients on medical cannabis
● Completing registrations with Licensed Cultivators
● Keeping up to date on current cannabis news, laws and regulations
● Troubleshooting patient concerns
● Establishing and maintaining a maximum level of client satisfaction
● Helping out with patient retention
● Performing other duties as assigned


Key Relationships
● Regional Manager of QC/Eastern ON
● Manager of Clinical Affairs
● Manager of Patient Care
● Director of Central Operations
● Manager of Physician Affairs
● Inbound Team Lead
● Clinical/Virtual Teammates
● Management team
● HR
● Physicians and Nurse Practitioners


● Patients and Families
● Health Care Providers
● Patient Advocacy Groups
● Licensed Cultivators


Knowledge and Experience
● University degree or equivalent experience
● 2 years experience in the Clinic
● Superior verbal and written communication skills in French and English
● Comfortable learning and working with new software
● Proven analytical and problem-solving skills
● Must be able to work in a fast-paced environment

Job Specifications/Preferred Skills
● Resides within proximity to regional territory
● Owns personal vehicle with valid provincial driver’s license
● Ability to use a high degree of tact, diplomacy and discretion in working with others
● Must be team-oriented
● LPN in Quebec or RPN in Ontario


Administrative Skills
● Excellent organizational skills, with special consideration to time and clinic operations
● Ability to organize and prioritize multiple tasks and work roles
● Strong document management skills
● Demonstrated proficiency in computer word processing, spreadsheet applications, and Electronic Medical Record (EMR) systems


Communication Skills
● Strong conflict resolution skills
● A professional office demeanor including phone etiquette and business communication skills
● Able to communicate effectively using all communication vehicles in French and English


Problem Solving/ Analytical Skills
● Demonstrated ability to make quick decisions and solve tough problems
● Works well independently, can manage multiple priorities, and is solutions oriented and proactive
● Must be detail-oriented


Working Conditions
Daytime, office environment with little meeting attendance required.
Physical effort limited to interaction with a computer screen.
Must be available to work evenings and weekends, including some holidays.


Time Allocation
40% Patient Inquiries (by email or telephone)
30% Patient Care and Education
30% Administrative Work (Intake, Record Keeping, Coordinating, Other Projects)


We would like to thank all applicants for their interest but only those selected for an interview will be contacted.


If applicable, Aurora Human Resources will contact you via your email address provided. We do not contact candidates over Facebook or other Social Media apps. You will never be requested to provide confidential information such as banking information or your Social Insurance Number in the interview process.


Aurora is an equal opportunity employer. At Aurora, we are committed to do business inclusively and accommodate applicants with disabilities. If you require accommodation (including, but not limited to, an accessible interview site, alternate format of job posting) during the recruitment and selection process, please let our Recruitment team know.

Job Segment: Medical, Nursing, Patient Care, Education, Healthcare, Bilingual