Clinical Support Expert, Bilingual French/English
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Clinical Support Expert resolving complex dental cases for Dandy’s digital lab. Supporting Canadian doctors bilingually through escalations, QA, training, and doctor-lab coordination.
Responsibilities:
- Resolve complex clinical inquiries and time-sensitive escalations from frontline agents, Account Management, and cross-functional teams
- Manage booked calls to advise on and resolve complex practice-level case issues
- Serve as the primary escalation point for inbound clinical support tickets
- Provide customer service and clinical guidance to doctors in French and English via phone, live chat, video, and email
- Support Canadian French-speaking practices and U.S. customers during overlapping volume periods
- Liaise between doctors and the lab, translating clinical feedback and preferences into actionable outcomes for live orders
- Perform Quality Assurance reviews of agent work for clinical accuracy and adherence to standard operating procedures
- Coach new hires and provide specialized clinical training and ongoing frontline guidance
- Advise on and lead cross-functional projects improving clinical processes and outcomes
- Create, review, and update Knowledge Base articles, including French-language localization and doctor-facing communications
- Propose and oversee improvements to clinical knowledge and quality standards based on trends and doctor feedback
Requirements:
- Fluent in Canadian French and English, written and verbal
- Based in Canada and legally authorized to work in Canada
- Minimum 5+ years of experience in a high-volume lab setting
- Minimum 3+ years of experience in 3Shape CAD/CAM digital design in Removables or Fixed Product Lines
- Strong current knowledge of dental systems and digital components, including scan bodies
- Familiarity with the Canadian dental market, provincial regulatory context, Canadian clinical terminology, and product naming conventions is a strong plus
- Prior experience in a customer-facing role within a lab or dental organization
- Proficient in computer applications
- Experience in training and coaching, acting as a subject matter expert, and mentoring colleagues
- Experience reviewing and assessing quality of work
- Proven track record of meeting service level agreements (SLAs)
- Strong organizational skills and attention to detail
- Comfortable working hours covering Canadian and U.S. time zones
- Available shift: 8 am-5 pm ET
Benefits:
- Equity
- Healthcare
- Dental
- Mental health support
- Parental planning resources
- Retirement savings options
- Generous paid time off
- Inclusive benefits tailored to Canada
Similar Jobs
Corporate Spanish Trainer, English Bilingual
Corporate Spanish Trainer delivering live online lessons to professionals worldwide. Helping goFLUENT’s business clients build English and Spanish communication skills.
Corporate Spanish Trainer, English Bilingual
Corporate Spanish Trainer delivering live online Spanish lessons to business professionals. Helping global organizations strengthen employees' workplace communication through goFLUENT's technology and instruction.
Corporate Spanish Trainer, English Bilingual
Corporate Spanish Trainer delivering live online lessons to business professionals. Helping goFLUENT’s global clients build workplace communication skills through virtual instruction.
Corporate Spanish Trainer – English Bilingual
Corporate Spanish Trainer teaching business professionals online for goFLUENT’s global language-learning platform. Delivering interactive one-on-one and small-group lessons on a flexible remote schedule.
Health Coordinator, RN – Bilingual, Temporary
Bilingual RN answering clinical inquiries for Maximus’s CDC INFO national contact center. Providing science-based health information via phone, email, and chat.
Bilingual Tech Expert, Inglés B2
Bilingual customer support expert assisting customers with printer, scanner, and computer issues. Teleperformance delivers omnichannel customer experience and technical support services globally.
Bilingual Patient Coordinator, English – Spanish
Bilingual Patient Coordinator coordinating home healthcare services for patients and families. Managing HHA assignments, case documentation, communications, reports, and care updates remotely from Colombia.
Member Service Guide, Bilingual – Spanish
Bilingual Care Guide supporting Devoted Health members with healthcare navigation, benefits, appointments, and care coordination. Providing compassionate English- and Spanish-language service through phone, chat, and digital channels.
Bilingual Scheduling Coordinator
Patient Scheduler coordinating appointments, insurance verification, and patient access for IKS Health’s healthcare provider solutions. Remote bilingual role supporting efficient scheduling and revenue cycle operations.
Bilingual Rehabilitation Consultant
Bilingual Rehabilitation Consultant delivering medical and vocational disability services for Medavie, a Canadian health solutions partner. Coordinating return-to-work programs with employers, insurers, healthcare providers, and insured individuals.
Patient Care Coordinator – Bilingual Preferred
Bilingual-preferred Patient Care Coordinator processing medical referrals for Sedgwick’s insurance and claims services. Coordinating patients, vendors, adjusters, and nurse case managers.
Bilingual Functional Lead, Pension Implementation
Pension implementation functional lead configuring defined-benefit calculation engines for TELUS Health. Leading analysts and deliverables across Canadian and American retirement-plan projects.
Spanish Bilingual Complex Care RN
Complex Care RN coordinating virtual care for high-risk Medicare Advantage seniors at Alignment Health. Managing transitions, chronic conditions, medications, and quality outcomes.
Onboarding Consultant I, Bilingual Vietnamese
Bilingual Vietnamese-English Onboarding Consultant implementing Toast POS for US restaurants. Guiding owners and staff through training, Go-Live support, and operational improvements.
Onboarding Consultant I, Bilingual Thai
Toast onboarding consultant helping Thai-speaking U.S. restaurants launch its POS platform. Managing implementation, staff training, and remote Go-Live support.
Outreach & Enrollment Coordinator, Bilingual – English/Spanish
Bilingual Outreach Coordinator helping Malama, a maternal-health technology and care-navigation company, enroll pregnant and postpartum mothers. Conducting outreach, eligibility screening, intake, documentation, and care-team handoffs.
Bilingual Dental Medical Receptionist – English, Spanish
Bilingual dental receptionist managing patient scheduling, insurance, payments, and records. Supporting remote U.S. dental practice front-desk operations in English and Spanish.
Bilingual Executive & Creative Assistant
Executive and creative assistant supporting US-based employers with calendars, travel, communications, and projects. Creating branded visual materials and supporting magazine production remotely.
Revenue Cycle Specialist, Bilingual – Spanish
Revenue cycle specialist managing healthcare claims, payments, denials, and receivables for CareSpot Urgent Care. Supporting accurate billing and customer service across corporate revenue-cycle operations.
Member Care Advisor, Spanish Bilingual
Bilingual Member Care Advisor supporting patients with medical supplies, insurance, and Medicare workflows. Resolving inquiries and resupply requests for Better Health’s chronic-care home delivery service.