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Reporting to the Patient Care Manager & Director of Patient Experience the successful candidate will be an effective member of an integrated Patient Services team. Must be able to speak with compassion and understanding when dealing with patients who are in need of assistance. Every patient should have their needs, issues and/or concerns addressed in the most professional and respectful manner.



  • Answering inbound calls
  • Making outbound calls
  • Booking patient appointments
  • Making confirmation calls for appointment reminders 
  • Helping out with patient retention by way of phone calls
  • Data entry and document management
  • Troubleshooting patient concerns
  • Follow-up with clients that need to re-scheduled or re-booked
  • Directing calls to appropriate personnel or departments
  • A nswering patient and physician inquiries via email 
  • Establish and maintain a maximum level of client satisfaction
  • Perform other duties as assigned



  • Minimum 2 years of customer service experience
  • University degree or equivalent experience considered  an asset 
  • 2 years manager experience, preferably in the medical marijuana industry
  • 2 years call center experience 
  • Superior verbal and written communication skills
  • Excellent working knowledge of Windows-based software applications
  • Proven analytical and problem-solving skills
  • Medical Office experience considered an asset



  • Resides within proximity to St Catharines
  • Has reliable access to transportation to get to and from office   
  • Must be available morning, evenings and weekends on occasion
  • Ability to use a high degree of tact, diplomacy and discretion in  working with others
  • Ability to follow detailed instruction



  • Ability to organize and prioritize multiple tasks and work roles
  • Minimum 2 years of customer experience
  • Demonstrated proficiency in computer word processing, spreadsheet applications and specialized Enterprise Resource Planning (ERP) systems
  • Strong document management skills



  • A professional office demeanor including phone etiquette and business communication skills 
  • Strong conflict resolution skills
  • Strong interpersonal skills including business communication
  • Strong communication skills (knowledge of a second language considered an asset)
  • Ability to communicate effectively using all communication platforms



  • Demonstrated ability to make quick decisions and solve tough problems
  • Works well independently, can manage multiple priorities, and is solutions oriented
  • Demonstrated ability to work effectively with others in a fast-paced client-focused call-center environment 
  • Ability to organize and prioritize multiple tasks and work roles


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.

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