Support Our Canadian Patients (English & French)
Provide exceptional support to both English
and French-speaking patients across Canada, ensuring clear and compassionate communication in both languages.
Answer inbound calls from patients, providers, and pharmacy partners with professionalism and empathy.
Handle high-volume call center operations while maintaining service quality and accuracy.
Take verbal prescriptions from providers and ensure proper documentation in accordance with applicable regulations.
Transfer calls related to clinical questions or counseling needs to pharmacists.
Accurately process prescriptions and input patient data into the pharmacy system.
Make outbound calls to prescribers for clarifications, refill requests, and medication verifications.
Troubleshoot patient issues related to orders, insurance, or delivery, escalating when needed.
Maintain accurate and confidential patient records, including address, allergies, and prescription history.
Respond to emails and chat inquiries as needed, ensuring a prompt and thorough resolution.
Collaborate closely with internal pharmacy operations, the pharmacist team, and external fulfillment partners.
Adhere to all pharmacy laws, regulations, and compliance requirements.
Contribute to continuous improvement by identifying call trends and suggesting workflow optimizations.
Attend training sessions to stay current on pharmacy practices and customer service techniques.

High School Diploma or equivalent
Fluency in both English and French (Canadian French / Québécois) required
2+ years of experience in a call center, pharmacy, or customer support role (healthcare/pharmacy preferred)
Comfortable handling a high volume of calls and multitasking in a fast-paced environment
Strong communication, empathy, and de-escalation skills
Detail-oriented with excellent problem-solving and critical thinking skills
Adaptable to take on additional responsibilities as the role evolves

French Bilingual Patient Care Representative I, II, III

Key skills