Pocketpills is Canada’s online pharmacy. We are revolutionizing the pharmacy experience by combining personalized care with innovative proprietary technology. We are a team of healthcare professionals, technologists, customer service working to provide personalized care, support and timely medications for our members. Through our easy-to-use app and website, members can fill prescriptions, order refills and consult with certified health care professionals—wherever and whenever they need. With a presence across multiple provinces in Canada, we are committed to making medication more accessible and affordable for all Canadians. Pocketpills is one of Canada’s fastest-growing health tech companies.
At Pocketpills, we prioritize a member-focused approach and seek passionate individuals who resonate with our core values: People First, Celebrate the Why!, Be Accountable, Act with Honesty and Integrity, and Think Big, Start Small, Move Fast.
Join us in making a meaningful impact in health-tech!
About the Role:
As a Customer Care Representative, you will be the first point of contact for our customers. You will help resolve inquiries, offer guidance, and provide support with care, accuracy, and professionalism. Ideal candidates will be proactive problem-solvers who enjoy helping others and can confidently navigate complex or sensitive situations.
Key Responsibilities:
- Respond to inquiries from patients, caregivers, and healthcare professionals via phone, email, or chat
- Navigate sensitive or urgent healthcare-related concerns with empathy and discretion
- Provide accurate information about services, appointments, insurance, billing, and medical records
- Resolve complex issues such as escalated complaints, care delays, or insurance denials in a timely and respectful manner
- Document interactions accurately in the CRM system
- Identify recurring issues and provide feedback to improve service quality and efficiency
- Stay current on healthcare policies, procedures, and system updates
- Escalate unresolved or sensitive issues when necessary
Qualifications:
- Minimum 3 years of customer service experience.
- Proven ability to resolve complex, emotionally sensitive situations with professionalism
- Familiarity with healthcare systems, insurance terms, and medical terminology
- Strong communication skills, both written and verbal
- High level of empathy, patience, and active listening
- Ability to maintain confidentiality and adhere to privacy standards
Availability: Flexible- including weekends and holidays.
Benefits:
Join our team and enjoy a benefits package designed to support your health and well-being, including dental and vision care, as well as extended health care coverage. We provide disability insurance for added security and life insurance to protect your loved ones. To promote work-life balance, you’ll receive paid time off, including vacation days. Additionally, we offer a Group Retirement Savings Plan (GRSP). Experience a workplace that truly cares about you!
The annual compensation is based on a number of factors and may vary depending on job-related knowledge, skills, experience and alignment to the market.
" Pocketpills is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices. Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. "
