Bilingual Customer Experience Coordinator (EN/FR)
ABOUT THE ROLE
As a Bilingual Customer Experience Coordinator, you will support patients in their journey with Phoenix. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans. When necessary, you will also help triage patients to their healthcare team for any medical questions or assistance with their treatment plans.
We’re looking for a team player that prides themselves on providing the very best in class customer experience. If you’re adaptable, enjoy working in a fast-paced environment, and have a passion for helping others in a complex, regulated telehealth space, this is the role for you!
WHAT YOU'LL DO TO SUPPORT THE COMPANY MISSION:
- Respond to patients' inquiries via email, chat and phone
- Communicate clearly and effectively with patients in both French and English, through email and phone calls
- Assist with patient onboarding, product education, and general troubleshooting across our platform
- Troubleshoot issues with account management, shipments, and billing
- Be the eyes and ears of the patient, alerting the development and pharmacy teams of any technical issues that could potentially impact the patient experience
- Provide best-in-class customer service to our patients; your interactions with patients will be the basis of feedback that is delivered back to the rest of the organization to continuously build on the patient experience
- Find creative, fun, and professional ways to deliver the best possible support for our patients
WHAT WILL HELP YOU TO SUCCEED IN THE ROLE:
- Excellent written and verbal communication skills in both English and French
- Ability to work in office in downtown Toronto 5 days a week
- Availability to work some remote weekend hours if required
- Desire to help patients solve complex problems
- Ability to think quickly, work autonomously, and de-escalate patients
- Strong organizational skills and careful attention to detail
- Willingness to participate in ongoing learning
- Experience working in fast-paced environments with quick and effective problem solving
- Ability to maintain a calm, professional demeanour if patients get escalated
- You are passionate about improving the Canadian healthcare experience and have a personal connection to the space
- Nice to haves:
- Flexibility to work occasionally on weekends (remotely, with lieu time provided)
- Experience with Gladly or another CRM tool
- Experience in telehealth
- Experience in customer service