Karen Devine

• As a member of the Support Team, my day-to-day is fast-paced, switching between live channels (phones and emails) to match how customers want to communicate.
• We are introducing potential customers to Jane during scheduled 1:1 Demo meetings on Zoom.
• Assisting new customers through scheduled 1:1 Onboarding Calls.
• In general, I troubleshoot and investigate a variety of customer questions related to day-to-day clinic operations.
• Ensuring customer retention and satisfaction - contributing to Jane’s reputation and effectively building strong relationships across the Jane community.
• I add value to Jane by guiding Jane’s customers in achieving their goals.

April 2023 - April 2024 Client Support Representative

Jane.app

• Support customers through various channels including phone, and email support, in areas such as scheduling, payments, insurance, and telehealth
• Troubleshoot and investigate a variety of customer questions related to day-to-day clinic operations.
• Ensure customer retention and satisfaction
• Give demos to potential customers, and ensure Jane is a great product fit for them.
• Guide new clinics through Jane with onboarding account set-up calls

• Aurora Medical purchased WMMC in 2019
• The role transitioned from client services and registration to a creation of a department for Aurora’s high valued clients
• The role was the liaison for the patients and their insurance providers (Auto insurance companies, WCB across Canada) as well as fulfilling their monthly medication orders
• This ensured that there was no lapse in coverage between their medical prescription and their insurance coverage
• Worked with our finance department regarding following up on outstanding invoices from these government health programs
• Maintain a high level of accuracy and confidentiality with client information
• Educating clients about the products that Aurora Medical offers
• Ability to manage various types of clients and demonstrate empathy
• Live Chat Application – Provided accurate and appropriate information in response to customer enquiries
• Received and responded to multiple live chats, actively listened to the customer, taking their request for product or services.

• Patient registration and maintaining detailed patient files in accordance with Health Canada’s regulations
• Basic office administration such as mail outs, filing of patients order receipts
• Processing client medical documents and registrations and answering Inbound/outbound phone support calls for client registrations
• Assist in trouble shooting required to resolve any account issues
• Manage a large volume of client documentation with a strong attention to detail
• Compliance to strict guidelines and regulations, and communicating these using approved verbiage to the clients
• Ability to work in a fast-paced inbound call environment that requires extreme attention to detail, and the ability to handle irate clients while maintaining a positive and enthusiastic attitude
• Maintain a high level of accuracy and confidentiality with client information
• Educating clients about the procedures and services that WMMC offers
• Ability to manage various types of clients and demonstrate empathy
• Assist clients with forms and online procedures and with placing their orders via phone
• Ability to adapt quickly to changes that affect the department such as legislation and regulation amendments, internal practices
• Engage with clients and practitioners about medical cannabis, client registration, and Health Canada regulations
• Maintaining a high level of communication between other departments in client care.

• Medical Clinic that was in the process of opening up in Whistler Creekside
• I have provided support by performing a wide variety of clerical and administrative tasks
• These include mainly scheduling patient appointments, maintaining detailed patient accounts by obtaining, recording, and updating personal information, invoicing, correspondence, setting up of supplier accounts, ordering supplements and test kits.

• I was involved in all aspects of the Guest Services Department
• My time was divided between providing administrative support to the Director of Guest Services; acting as office manager with general administrative duties; overseeing the Quality Assurance Department in the summer months and assisting with corporate privacy audits
• Year round I Supervised the Administration Reception staff and assisted the front-line ticket sales staff as needed and various other special projects
• Maintain Guest Services Director calendar
• Organize Director’s email, respond to emails
• Monthly financial reporting for the Division (including budgets, variances)
• Manage general email/phone/mail
• Records management – filing, archiving, shredding
• Organize divisional/departmental meetings - prepares agenda
• Record/distributes minutes
• Procure supplies following established policy and procedures / Liaise with company suppliers
• Arranges all travel and accommodation, Prepare the Director’s expense reports
• Records and processes sensitive information: Payroll/Personnel reviews/Pricing structures
• Hire, train and develop Administration reception hosts
• Provide support and administrative assistance to the Quality Assurance team
• Provide performance feedback and conduct performance reviews for Administration Reception Hosts.

• Manage the General Manager’s schedule; Organize email and responses as needed
• Prepare correspondence for the General Manager, Manager of VIP reservations
• Track and prepare gift certificates, Manage overall organization of the office.