Bilingual Customer Experience Specialist

• Manage inbound and outbound calls, emails, and live chat in a professional and friendly manner
• Process customer orders and requests through phone, online portals, and internal systems
• Collect and verify customer, prescription, and insurance information for accurate documentation
• Support reimbursement and coverage inquiries for private and provincial drug plans
• Maintain detailed records, update patient profiles, and ensure data accuracy
• Assist with billing inquiries, account maintenance, and issue resolution
• Collaborate with pharmacists, physicians, and internal departments as needed
• Provide administrative support and ensure compliance with privacy and healthcare regulations

• Minimum 3 years of experience in customer service, call centre, intake, or healthcare support role
• Strong verbal and written communication skills with professional phone and email etiquette both English and French (bilingual required)
• Experience with private and provincial insurance reimbursement processes
• Ability to manage high call volumes while maintaining accuracy and professionalism
• Strong attention to detail and data entry skills
• Proficiency with MS Office (Outlook, Word, Excel) and CRM or web-based systems
• Ability to handle confidential and sensitive information (PIPEDA compliance)

Staff Plus