Our Patient Care Representatives (PCR) are responsible for ensuring prospective and existing patients have an optimized experience on our platform and upholding standards of care. As a PCR, you will support patients throughout the process of getting certified and recertified, respond to any questions we receive, and deal with general customer service queries across phone, chat, and email. Our hours of operation are 8am-11pm EST and the starting pay for this role is $13-$15/hour.

At Leafwell, we believe cannabis is medicine, and our mission is to unlock the therapeutic potential of the plant by increasing access, research, and education.

Essential Duties and Responsibilities

Patient Care Representatives will be trained on and work across these platforms in order to perform the listed responsibilities:

Slack

• Clear, consistent, and respectful communication with clinic team members, healthcare providers, and other members of Leafwell as needed

Hubspot

• Assist prospective and existing patients via the Hubspot chat in a prompt manner
• Send emails via the shared team inbox
• Create, monitor, and resolve tickets for any patient issues
• Complete call tasks to prospective and existing patients
• Keep notes of any patient or healthcare provider issues

Medical Card

• Assist prospective and existing patients via the website chat in a prompt manner
• Facilitate an optimized telemedicine experience between patient and healthcare provider

Aircall

• Receiving incoming calls
• Making outgoing calls
• Completing a set number of outgoing calls as assigned
• Other job duties as assigned
• Experience and Qualifications

Required

• High School Diploma and a minimum of 1-year work experience in a customer service role
• Passion for changing the world for the better by making cannabis more accessible to those who could benefit from it
• Strong ethics and reliability
• Tech-savvy with the ability to quickly learn new processes, programs, and multi-task regularly
• Excellent communication and interpersonal skills; ability to work with and appeal to a wide variety of personalities and professional tendencies

Preferred

• Cannabis knowledge; industry experience is a plus
• Proficient in Google Workspace
• Outstanding organizational and time-management skills
• A leader and strategic thinker
• Problem-solving and decision-making aptitude
• Previous experience utilizing a CRM
• Exceptional ability to communicate and foster positive physician and patient relationships