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Bilingual Customer Experience Coordinator, EN/FR
Phoenix Company. Respond to patients' inquiries via email, chat and phone .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates excellent written and verbal communication skills in both English and French, with a strong focus on providing compassionate and professional patient support. Capable of effectively troubleshooting issues and maintaining a calm demeanor in fast-paced telehealth environments.
Highest-signal resume keywords
Bilingual CommunicationCustomer Service ExperienceTelehealth ExperienceCRM Tool ProficiencyProblem Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Excellent Communication SkillsStrong Organizational SkillsAttention to DetailAutonomous WorkDe-Escalation Skills
Tools & Technologies
GladlyCRM Tool
Industry Keywords
Patient SupportHealthcare ExperienceOnboardingTroubleshootingPatient Feedback
About the role
Key responsibilities & impact- 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 the platform
- Troubleshoot issues with account management, shipments, and billing
- Alert development and pharmacy teams to technical issues that could impact patient experience
- Provide best-in-class customer service and relay patient feedback to the organization
- Find creative, fun, and professional ways to deliver the best possible patient support
- Triage patients to their healthcare team for medical questions or treatment-plan assistance
Requirements
What you’ll need- Excellent written and verbal communication skills in both English and French
- 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
- Passion for improving the Canadian healthcare experience and a personal connection to the space
- Flexibility to work occasionally on weekends remotely
- Experience with Gladly or another CRM tool
- Experience in telehealth
- Experience in customer service
- Ability to assist patients with sensitive health-related topics compassionately and professionally
Benefits
Comp & perks- Remote work arrangement
- Lieu time for occasional weekend work
- Standard healthcare coverage
- Remote-first holiday season
- Holistic wellbeing support
- Ongoing learning opportunities
- Competitive and fair compensation backed by market data