Care Concierge in Canada Creek, Nova Scotia at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Care Concierge based in Canada.

This is a meaningful opportunity to become the first point of contact for patients and families seeking compassionate mental health support.
You will manage incoming calls, emails, and text messages while ensuring every person receives a timely, warm, and helpful response.
The role combines patient communication, triage, problem-solving, and coordination across clinical and administrative teams.
You will help patients navigate their care journey, from their first inquiry through ongoing support, ensuring no one falls through the cracks.
Working in a fast-paced, high-volume environment, you will need to remain calm, organized, empathetic, and responsive throughout the day.
The position is fully remote and offers the opportunity to contribute directly to improving access to mental healthcare for older adults.
It is an excellent fit for a dependable, people-focused professional who is comfortable with technology and passionate about creating positive patient experiences

• Handle inbound communication from patients, prospective patients, and families across phone, email, and SMS, ensuring inquiries receive a warm, clear, and timely response.
• Triage incoming requests and determine the appropriate next step, resolving straightforward questions independently and routing more complex matters to the appropriate team member.
• Develop a strong understanding of clinical and administrative workflows to confidently guide patients, troubleshoot issues, and provide accurate information in the moment.
• Maintain detailed knowledge of the care team, including individual responsibilities and areas of ownership, to ensure patients are connected with the right person or resource without unnecessary delays.
• Support patients and families throughout their entire care journey, from initial inquiry and onboarding through ongoing care.
• Manage multiple communication channels and open conversations simultaneously while ensuring that follow-ups and outstanding requests are properly tracked.
• Identify when an issue requires escalation and ensure it reaches the appropriate clinical or administrative resource efficiently.
• Contribute to a seamless and compassionate patient experience by approaching every interaction with patience, empathy, professionalism, and clarity.
• Learn and effectively use digital tools and systems, including communication platforms, CRM solutions, EHR systems, and other operational software.
• Help maintain reliable and efficient communication processes as the organization grows and patient demand increases.

• Previous experience in customer service, front-desk operations, call centers, administrative support, healthcare, patient services, or a related environment is helpful but not required.
• Exceptional empathy and communication skills, with the ability to listen actively, communicate clearly, and make people feel comfortable during potentially sensitive or emotional conversations.
• Ability to remain calm, professional, and effective while handling a high volume of calls, messages, emails, and competing requests.
• Strong organizational and attention-to-detail skills, with the ability to manage multiple open communication threads and ensure timely follow-through.
• Strong judgment when deciding whether to resolve an inquiry independently or escalate and route it to another team member.
• Comfortable learning and using technology, including Google Workspace, CRM platforms, EHR systems, communication tools, and other software applications.
• Ability to quickly understand and navigate clinical and administrative processes and apply that knowledge when supporting patients.
• Highly dependable and accountable, with a consistent record of following through on commitments and being someone colleagues and patients can rely on.
• Strong time-management and prioritization skills in a fast-moving, remote environment.
• Proactive and self-directed approach, with the ability to work independently while communicating effectively with a distributed team.
• Genuine interest in mental health, healthcare access, and improving the experience of patients and their families.
• Willingness to learn, grow, and contribute to evolving processes within a growing organization.
• Must be able to work remotely from Canada and maintain a professional home-office environment suitable for handling patient communications.

• Fully remote position, offering flexibility to work from home.
• Opportunity to contribute to a mission-driven organization focused on improving mental healthcare access for older adults.
• Meaningful patient impact, with the opportunity to help individuals and families feel heard, supported, and cared for from their very first interaction.
• Collaborative, purpose-driven team environment with close connection despite being remote.
• Opportunity to take ownership of processes and contribute ideas as the organization continues to grow.
• Professional growth opportunities within a small, agile, and evolving healthcare environment.
• Hands-on exposure to healthcare operations, patient navigation, mental health services, and digital care delivery.
• Opportunity to develop expertise across customer experience, care coordination, communication, and healthcare technology.