Customer Relations Specialist / AADL Specialist - Western Canada Remote

Position Summary

At CareRx, we are shaping the future of senior care through pharmacy services that make a real difference. As Canada’s trusted leader in specialty pharmacy services for long-term care, retirement and congregate living communities, we are committed to enhancing the health of Canadians with unique and complex medication needs. Our goal is to improve clinical outcomes and provide personalized care every step of the way.  

CareRx is looking for a Revicare Customer Relations / AADL Specialist  to join our team. The Revicare Customer Relations Specialist works to promote the sales of incontinence products and medical supplies and maintains a healthy working relationship with our client base. Reporting directly to the Revicare Manager the Revicare Customer Relations Specialist is responsible for the day-to-day customer relation maintenance, customer service desk and assisting clients, nursing home facilities and pharmacies with their daily incontinence needs. Specializing in receiving orders and fulfilling orders through Homecare vendors to ensure product delivery to our partners. This is a remote role. 

Why you should join CareRx

Collaborative Team: Work with colleagues who share a passion for shaping the future of senior care. 

Make a Real Impact: Feel fulfilled knowing your work directly benefits others within the communities we serve. 

Flexible Benefits: For eligible roles, enjoy flexible medical and dental coverage that fits your needs. 

Defined Work Schedule: Offers a healthy work-life balance with predictable hours. 

Focus on Care: Work in an environment where your clinical expertise takes priority — without the demands of retail pharmacy. 

Supportive Culture: Be part of a respectful, inclusive workplace where collaboration, connection and shared purpose drive everything we do. 

Stability and Growth: Join a well-established Canadian company with a strong foundation for job security and opportunities to grow your career. 

Appreciation in Action: We recognize great work through peer-nominated awards, team shout-outs and everyday moments of appreciation. 

Celebrations and Community: From cultural events to team socials and holiday fun — we make time to connect, celebrate and enjoy the moments that bring us together. 

Role Accountabilities:

• Take customers' orders and answer customer inquiries over the phone, email, and fax.
• Investigate customer issues and concerns related to incontinence and the Alberta Aids to Daily Living program (AADL).
• Assist with product selection for incontinence, catheter supplies amount other medical supplies.
• Familiar with the use of e-commerce website
• Other duties will be assigned as required for business need
• Process billing through Kroll software and ensure timely delivery of products.
• Explain the type and cost of Revicare services/products offered.
• Advocate patient concerns and issues
• Review AADL authorization claims.
• Perform routine client maintenance such as address changes, etc.
• Maintain knowledge of AADL, rules and regulations.
• Process reconciliations as it relates to the AADL process.
• Location: This is a remote role and follows a five-day workweek.

Technical Competencies

• Kroll system experiences an asset
• Competency with Microsoft Office software
• 3CX phone system
• The use of DocLink for invoice approvals
• Ability to manage email at a highly proficient level in terms of response time and content.
• Ability to key 40-60 words per minute

Behavioral Competencies

• Ability to build and maintain strong team relationships.
• Ability to work independently, and as a member of a team.
• Customer service oriented.
• Excellent Verbal and Written communication skills.
• Strong organizational and time-management skills.
• Strong analytical and problem-solving skills.
• Ability to handle customer inquiries and escalate as needed.
• Ability to work in a fast-paced environment.
• Must have a positive "go-getter" attitude and be cooperative with the team and direct supervisor at all times.
• Demonstrated ability to work effectively within a team and build relationships and rapport with internal and external relations
• Must be skilled in critical thought and processes and be able to prioritize appropriately
• Present self in a positive, unbiased and confident manner
• Excellent interpersonal and written communication skills and be able to interact with persons of varying professional expertise in a professional manner
• Must be dependable and responsible in the execution of job duties

Physical Competencies

• This position requires the selected candidate to sit, stand, and walk throughout the day
• Lifting up to 20lbs may be required from time to time

Opportunity: This is a current existing position 

AI Disclosure: CareRx does not use AI to screen candidates 

Application Process

CareRx welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply. 

All applicants must successfully pass satisfactory background screening which can include depending on role, Criminal Record Check, Credit Check, Driver’s Abstract, Education Verification, Current Professional Registration and Referencing. Background screening will be completed after an offer of employment has been extended and accepted.