Bilingual Customer Service - Patient Care Representative

Apollo Applied Research - Toronto, ON (30+ days ago)

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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 finding new and better ways to treat our patients’ illnesses with medical cannabis across Canada.

This position will be full-time, primarily based at our Bay/Bloor Clinic (1255 Bay Street, Suite 702, Toronto, ON) working primarily Monday – Friday, with weekend shifts as required

The Bilingual Customer Service/Patient Care Representative is responsible for administrative functions related to assisting patients with documents, appointments, and gathering patient information that will be used to determine what services are necessary. The Customer Service/Patient Care Representative demonstrates strong internal and external customer service skills and a high level of knowledge relating to organizational services and processes.


  • Responsible for scheduling and coordinating appointments for patients into designated clinic days and Physician schedules
  • Work with the team to provide input on the day to day administrative duties that align with business strategies and goals
  • Responsible for answering all phone calls and email queries from patients, licensed producers, business partners and other parties promptly
  • Assist with receptionist duties and conduct urine drug screens as assigned
  • Ensure that incoming referrals, faxes and prescriptions are responded to and followed up in a timely manner
  • Assist with the sales transactions for vaporizer and other purchases
  • Assist with faxing prescriptions and registration forms to the licensed producers
  • Assist with scanning and indexing medical records
  • Create and update patients' electronic health records
  • Distribute and mail all incoming and outgoing mail
  • Provide administrative reports and make corrections to ensure accurate record keeping
  • Refer all inquiries to the appropriate individuals, divisions, or departments across the organization
  • Prepare correspondence between medical providers and their patients
  • Provide quality customer service to patients
  • Keep management informed by reviewing and analyzing weekly/monthly metric reports; summarizing information; and identifying trends
  • Ensure that job activities are aligned with established strategic business goals and targets
  • Maintain professional and technical knowledge by reviewing literature, internet searches, and attending educational workshops
  • Communicate any complaints, problems and concerns to supervisor
  • Adhere to confidentiality policies with all data, including resident, employee and operations data
  • Adhere to quality assurance and compliance with all regulatory requirements
  • Adhere to dress code and personnel security regulations
  • Attend scheduled department staff meetings
  • Attend required in-service programs
  • Participate in continuing education activities
  • Assist in the orientation of new staff


  • Minimum 6 months’ work experience in customer service required
  • Diploma in Office Administration or related education preferred
  • 1 or more years of relevant work experience in healthcare administration preferred
  • Strong interpersonal skills and ability to foster a positive work environment
  • Experience with the use of clinical databases or EMR systems
  • Effective communication skills with individuals at all levels of the organization and with the public
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times
  • Computer literacy, including effective working skills of MS Word, Excel and e-mail required
  • Attention to detail in all areas of work
  • Good organizational, time management and prioritizing skills
  • Excellent internal and external customer service skills
  • Strong morals and ethics, along with a commitment to staff privacy
  • Professional appearance and manners
  • 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
  • Proficient in French and English with strong written and oral communication skills

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.

Job Type: Full-time


  • Customer Service: 1 year (Preferred)


  • English (Required)
  • French (Required)