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Customer Care Agent

2 months ago

Bloomington, Illinois, United States Vireo Health LLC Full time

Vireo Health Inc.

Customer Service Representative

Join our dedicated team at Vireo Health, Inc., where we are committed to integrating technology, science, and engineering within the cannabis sector. Our physician-led, customer-centric workforce of over 500 employees is dedicated to crafting exceptional cannabis products and delivering outstanding customer experiences. We pride ourselves on fostering a diverse workplace that champions equity and inclusion through proactive employee engagement, community initiatives, and partnerships with non-profit organizations. As we expand our reach across the nation, we seek talented, compassionate individuals who share our vision of enhancing lives through our services.

Position Overview

We are in search of a dynamic and adaptable Customer Service Representative to become a vital part of our expanding team. This role is essential in welcoming potential patients, verifying their identification, and facilitating access to our Cannabis Patient Centers. The representative will also be responsible for registering patients and managing clinic phone inquiries with professionalism and courtesy while monitoring for any unusual activities. This position is integral to ensuring our patients receive exceptional service.

Key Responsibilities

  • Manage facility access and ensure a welcoming environment.
  • Greet and register patients, verifying necessary information and entering data into our systems.
  • Handle multi-line phone systems and direct calls efficiently.
  • Utilize our patient management software to check in patients and assign appropriate statuses.
  • Scan documents into our Electronic Health Records (EHR) system.
  • Schedule appointments both over the phone and through our online booking platform.
  • Maintain confidentiality regarding patient health information.
  • Perform clerical tasks and light cleaning duties as needed.
  • Follow opening and closing procedures as assigned.
  • Stay informed about state cannabis compliance regulations.
  • Assist in enrolling patients in our loyalty program.
  • Ensure patient self-evaluations are completed prior to order collection.
  • Review and respond to support tickets in our system.
  • Provide curbside service assistance when required.
  • Engage in ongoing education about new products and industry developments.
  • Promote teamwork and maintain positive morale within the team.
  • Cover for Patient Care Coordinators during breaks as necessary.
  • Be prepared to perform Patient Care Coordinator duties temporarily based on business needs.

Qualifications

  • High School Diploma or equivalent; experience in customer service, retail, or medical reception is preferred.
  • Proficient in MS Office, particularly Excel, and familiar with CRM systems.
  • Excellent communication skills, both verbal and written, with the ability to interact calmly with patients.
  • Understanding of customer service principles and techniques.
  • Able to manage multiple tasks while maintaining attention to detail.
  • Willingness to learn various IT platforms for efficient patient support.
  • Ability to thrive in a fast-paced environment.
  • Capability to stand for extended periods.
  • Flexible availability, including weekends and evenings.
  • Ability to work collaboratively in a team and independently.
  • Understanding of community and organizational policies, as well as government regulations.
  • Ability to perform effectively under pressure.
  • Open to constructive feedback and personal growth.
  • Commitment to ethical practices and sound judgment.

Equal Employment Opportunity Statement

Vireo Health, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.