Job Description

About DirectMeds Canada (DMC)

DirectMeds Canada (DMC) is a Winnipeg-based pharmacy solutions company focused on improving how patients receive and manage their medications. We pride ourselves on delivering a personalized, efficient, and compassionate experience for every patient. Our team values communication, accuracy, and accountability in everything we do.

Position Summary

The

Customer Service Representative (CSR)

plays a vital role in supporting patients throughout their pharmacy experience. This position focuses on delivering exceptional customer service through clear communication, timely follow-up, and proactive problem-solving.

CSRs handle patient calls, coordinate with internal teams, and ensure that every patient receives accurate information about their prescriptions, refills, and deliveries.

Key Responsibilities

Serve as the first point of contact for patients by phone and email, providing friendly and professional assistance. Communicate clearly with patients regarding medication inquiries, refill requests, and order updates. Make outbound calls to confirm information, resolve issues, and ensure a smooth patient experience. Coordinate with Client Relationship Managers (CRMs) and the Pharmacy team to ensure all orders move efficiently through each stage. Proactively communicate any issues or delays and ensure patients are kept informed at all times. Participate in weekly call review sessions to strengthen communication and service quality. Maintain detailed and accurate notes for every patient interaction. Adhere to all company policies and privacy standards.

Qualifications

Minimum

2 years of customer service experience

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pharmacy, medical, or healthcare experience strongly preferred.

Excellent verbal and written communication skills. Empathetic, patient-centered approach with strong problem-solving ability. Highly organized and detail-oriented. Comfortable working in a fast-paced, team-oriented environment. Positive attitude, reliable work ethic, and willingness to learn new systems and workflows.
Job Types: Full-time, Permanent

Expected hours: 40 per week

Benefits:

Dental care Extended health care Life insurance Paid time off Vision care
Ability to commute/relocate:

Winnipeg, MB R3E 2Z9: reliably commute or plan to relocate before starting work (required)
Experience:

Customer relationship management: 2 years (required)
Language:

English (required)
Work Location: In person