Patient Care Representative

Apollo Applied Research is a virtual medical clinic offering its patients an accessible path to medical cannabis treatment. 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 seeking new and better ways to treat our patients’ illnesses with medical cannabis across Canada.

Apollo is a growing organization in the exciting, fast-paced, and evolving industry of medical cannabis. Working at Apollo provides our employees with 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.

Purpose

Nurturing partnerships with our patients to ensure high quality medical assessments and educational support; facilitating the patient’s journey as an integral component of medical cannabis treatment. Streamlining accurate and high-quality communication and customer support processes to enhance patients’ education and understanding of their treatment plan, building stronger patient rapport and loyalty.

Responsibilities

• Contribute to the patient intake and coordination process by supporting one or more core functions (education, triage, and/or appointment booking), ensuring a clinically appropriate and patient-centered experience

• Execute appointment scheduling activities, including new patient bookings, follow-ups, and rescheduling, while supporting efficient clinic flow and provider availability

• Conduct proactive outbound patient engagement to support continuity of care, appointment adherence, and completion of required steps within the care process

• Addressing patient questions and concerns while gathering detailed patient history to offer better recommendations and more robust treatment plans to patients".

• Provide a best-in-class medical cannabis education to patients, in alignment with clinical guidance and organizational protocols, either in clinic or remotely via digital platforms and phone to ensure they understand how to use and order cannabis for their treatment

• Maintaining and evolving a set of messaging and knowledge standards, as discussed with the rest of the Patient Care Team

• Providing compassionate care to patients, displaying empathy and understanding at all times. Being direct, strong and confident with communication.

• Manage inbound and outbound communications with various stakeholders, including phone calls and emails, ensuring timely, professional, and clinically appropriate responses.

• Perform structured patient triage through inbound and outbound interactions, assessing patient needs, eligibility, and urgency

• Thoroughly and accurately document patient interactions within EMR systems and supporting tracking tools (e.g., spreadsheets), ensuring completeness and compliance with internal standards and privacy obligations.

• Support the coordination and execution of patient-facing events and clinic initiatives, including scheduling, patient outreach, and follow-up communications to drive engagement and attendance

• Meet or exceed defined KPIs and performance metrics

• Other duties as assigned

Requirements:

• Bilingual in English & French preferred.

• 3 or more years of relevant work experience preferred

• Customer service/Call center experience within Health care and/or hospitality industry is preferred..

• Experience with clinical databases or EMR systems preferred, but not mandatory,

• Proficient in English with strong written and oral communication skills.

• Fluency in French is an asset

• Ability to utilize critical thinking and problem-solving skills to address challenging situations.

• Utilize your passion, empathy & emotional intelligence to build relationships and help people improve their health

• Must be meticulous, initiative-taking and ability to foster a positive work environment

• Utilize strong analytical and thought leadership skills to drive productivity and efficiencies.

• Ability to function in a fast-paced and rapidly changing environment with openness to innovative ideas and show flexibility to adapt positively to changes in direction, priorities, schedules, or responsibilities

• Utilize your strong listening, communication, and leadership skills to share and action ideas within teams.