Address
Form of work
SalaryPatient Care Representative
(Remote)
(Remote)
About Tilray Brands Inc.
Tilray Brands is a leading global cannabis-lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is changing people's lives for the better – one person at a time – by inspiring and empowering the worldwide community to live their very best life by providing them with products that meet the needs of their mind, body, and soul and invoke a sense of wellbeing. Tilray’s mission is to be the trusted partner for its patients and consumers by providing them with a cultivated experience and health and wellbeing through high-quality, differentiated brands and innovative products. A pioneer in cannabis research, cultivation, and distribution, Tilray’s unprecedented production platform supports over 20 brands in over 20 countries, including comprehensive cannabis offerings, hemp-based foods, and alcoholic beverages.
Looking to develop your career at the forefront of a rapidly expanding industry?
Job Summary:
Reporting to Patient Care Supervisor, Patient Care Representatives are responsible for maintaining, educating, assisting, and retaining patients and helping them purchase medical cannabis.
We are seeking outgoing, friendly, dynamic, and compassionate team players with a passion for helping people to join our Patient Care Team. Dependable, detail oriented and customer centric individuals will be considered for this critical role that ensures that every patient experiences Tilray’s industry leading exceptional customer service.
As this position is primarily telephone based, above average verbal and interpersonal skills are essential.
Expected shift – 40 hours per week 11am-7:30pm (Eastern)
Base compensation: CAD $19.00/ hour
Key Accountability:
- Answering incoming calls from patients, providing support, guidance, education and answering questions, including supporting them in their cannabis ordering
- Receive, process, and verify the accuracy of orders and patient registration information.
- Initiate required action for response to a patient service request including maintaining patient files and communicating information to the appropriate personal/department.
- Thorough understanding of Health Canada’s Cannabis regulations.
- Collect and disseminate feedback based on client follow up calls.
- Develop and recommend changes to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the client care department as a whole.
- Display a positive attitude and strong work ethic that reflects the values and goals of Tilray Brands.
- Ability to maintain strict record keeping standards in relation, but not limited to, registration and renewal of new patients.
- Communicate effectively within department and support teams in other departments.
- Utilize skills to assist on identified and assigned tasks based on business needs.
- Coordinate with team to maintain adequate queue coverage and balance with off-phone duties.
- Utilize multiple communication channels effectively including phone, email, and chat to help medical and recreational clients directly, as well as outside support teams.
- Maintain comprehensive knowledge of regulations related to position and subsequent regulatory changes.
- Utilize inbound and outbound calls to generate revenue.
- Engage in ongoing training to adapt in an often-changing regulatory landscape.
- Assist Supervisor and Leads with various duties based on business needs.
Qualifications:
- Fluent in written and spoken English.
- Experience in both the call center and cannabis industries is considered an asset.
- Post-secondary education in related field is an asset.
- Strong interpersonal and motivational skills.
- High-level problem identification and issue resolution skills.
- Excellent communication skills for liaising and communicating with sales reps and internal departments.
- Highly motivated and self-directed, capable of multi-tasking, and able to work with minimal supervision.
- Extremely detail-oriented and analytical thinker
- Strong knowledge of the Cannabis Act and Regulations.
- Strong work ethic and positive team attitude.
- Proven ability to effectively use Microsoft Office Applications.
- Typing speed of 50-80 words per minute
Tilray Brands welcomes applications from all qualified individuals and is committed to employment equity and diversity in the workplace. Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please advise when submitting your application.
Please note that Tilray does not authorize, engage, or sponsor any consultants, agencies or organizations that seek certain personal or financial information from you (e.g. passwords, login ids, credit card information). Tilray does not charge any application, processing or onboarding fee at any stage of the recruitment or hiring process. When replying to emails, please ensure the sender name and email address match exactly. Please also ensure the Reply-To address matches the sending address exactly. If you are concerned about the authenticity of an email, letter, or call purportedly from, for, or on behalf of Tilray, please send an email inquiry to infosec@tilray.com
