Canada House (CH) is a chain of health clinics that provide Cannabinoid Therapy and education. We have invested in network of healthcare professionals who deliver education and evidenced based treatment plans for patients.
CH helps clients who are suffering from a variety of medical conditions, including but not limited to: Post Traumatic Stress Disorder (PTSD), anxiety disorders, depression, chronic pain disorders, gastrointestinal disorders, dermatological disorders, various forms of cancers, neurocognitive disorders, musculoskeletal disorders, and eating disorders.
Learn more here: www.canadahouseclinics.ca
Purpose: Nurturing partnerships with our patients to ensure high quality medical assessm ents and educational support; facilitating the patient’s journey as an integral component of medical cannabis treatment. Streamlining accurate and high-quality communication and customer support processes to enhance patients’ education and understanding of their treatment plan, building stronger patient rapport and loyalty.
Accountabilities: Contribute to the patient intake and coordination process by supporting one or more core functions (education, triage, and/or appointment booking), ensuring a clinically appropriate and patient-centered experience
Execute appointment scheduling activities, including new patient bookings, follow-ups, and rescheduling, while supporting efficient clinic flow and provider availability
Conduct proactive outbound patient engagement to support continuity of care, appointment adherence, and completion of required steps within the care process




Addressing patient questions and concerns while gathering detailed patient history to offer better recommendations and more robust treatment plans to patients.
Provide a best-in-class medical cannabis education to patients, in alignment with clinical guidance and organizational protocols, either in clinic or remotely via digital platforms and phone to ensure they understand how to use and order cannabis for their treatment
Maintaining and evolving a set of messaging and knowledge standards, as discussed with the rest of the Patient Care Team
Providing compassionate care to patients, displaying empathy and understanding at all times. Being direct, strong and confident with communication
Manage inbound and outbound communications with various stakeholders, including phone calls and emails, ensuring timely, professional, and clinically appropriate responses.
Perform structured patient triage through inbound and outbound interactions, assessing patient needs, eligibility, and urgency
Thoroughly and accurately document patient interactions within EMR systems and supporting tracking tools (e.g., spreadsheets), ensuring completeness and compliance with internal standards and privacy obligations.
Support the coordination and execution of patient-facing events and clinic initiatives, including scheduling, patient outreach,



and follow-up communications to drive engagement and attendance
Meet or exceed defined KPIs and performance metrics
Other duties as assigned
Requirements: 3 or more years of relevant work experience preferred
Customer service/Call center experience within Health care and/or hospitality industry is preferred.
Experience with clinical databases or EMR systems preferred, but not mandatory
Proficient in English with strong written and oral communication skills
Fluency in French is an asset
Ability to utilize critical thinking and problem-solving skills to address challenging situations
Utilize your passion, empathy & emotional intelligence to build relationships and help people improve their health
Must be meticulous, initiative-taking and ability to foster a positive work environment
Utilize strong analytical and thought leadership skills to drive productivity and efficiencies
Ability to function in a fast-paced and rapidly changing environment with openness to innovative ideas and show flexibility to adapt positively to changes in direction, priorities, schedules, or responsibilities
Utilize your robust listening, communication, and leadership skills to share and action ideas within teams
Benefits: Dental care
Extended health care
Paid vacation
Health Care and Lifestyle Spending Accounts
Life insurance
Telemedicine
Employee Assistance Program
On-site parking
Supportive and collaborative work environment
Schedule: 8 hour shift
Monday to Friday 8am to 4:30pm local time
On-site
Only those selected for an interview will be contacted.

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📌 Patient Care Representative (Ontario)
🏢 MTL Cannabis
📍 Ontario