Overview
About the role & project
We are launching a new service line, and we're hiring one person to help us build it.
This is not a standard call centre seat. You'll be the first person in the chair on a brand-new program — making the calls, and also figuring out what works, writing it down, and building the foundation for the team that comes after you. You'll work directly with our project manager.
If you like structure that already exists, this isn't the role. If you like being the person who helps create it, read on.
What you'll do
Run the outreach (roughly 75% of your time)
- Contact individuals who started but didn't complete a transaction on our client's patient portal — abandoned intake, abandoned checkout, declined payment
- Re-engage them professionally and help them complete the process
- Follow up by SMS where a call isn't answered, using approved wording
- Provide technical and navigational help with intake forms
- Record outcomes accurately in our systems
Build the function (roughly 25% of your time)
- Develop and refine call scripts and templates for each service type
- Write the standard operating procedure for the end-to-end process
- Track and report what's working: contact rates, best call windows, conversion by type, common objections and what actually answers them
- Flag process gaps, data problems and system issues to the project manager
- Help build the training material the next group of agents will be onboarded with
Important: This is a non-clinical, customer service/sales role. You will not give medical advice, assess eligibility, or make treatment recommendations. All clinical questions are referred to the client's care team. All contact happens before any physician review.
What we're looking for
Required
- Several years in customer service with real outbound calling experience — not inbound support only
- A sales background, with a consultative approach rather than a hard-close style
- Strong written communication — you'll be producing documentation others rely on
- Comfortable with ambiguity and changing process in a start-up environment
- Able to work in our Victoria office, with schedule flexibility for US time zones
An asset
- Experience in a healthcare, pharmacy, clinic, medical office or benefits setting
- Familiarity with CRM and dialer systems
- Exposure to HIPAA, PIPEDA or similar privacy frameworks
- Any experience documenting process, writing SOPs or training others
What we offer
- $22.00 – $25.00 per hour, depending on experience
- Performance incentives on top of base wage
- Full training, including HIPAA and privacy certification
- Company equipment and a dedicated workspace in our Victoria office
- Genuine potential for the role to become permanent, and to grow into a team lead position as the division expands
Pay: $22.00-$26.00 per hour
Expected hours: 40.0 per week
Benefits:
- Dental care
- Extended health care
Application question(s):
- Do you have at least two years of outbound calling experience (making calls, not receiving them)?
- Have you worked in a start-up or new-program environment where you helped build the process rather than following an existing one
*
Have you worked in a healthcare, pharmacy, clinic, medical office, benefits environment? (not required)
Work Location: In person
