About the role
As a Solutions Specialist, you are a key member of our frontline team, specializing in ostomy care and AADL-funded products. You will deliver expert service, compassionate education, and tailored product recommendations to customers and healthcare professionals alike.
What you'll do
Customer Service & Consultations
Deliver exceptional, empathetic customer service through personalized, in-depth consultations focused on ostomy care solutions and Alberta Aids to Daily Living (AADL) program offerings. Prioritize building strong rapport with clients to ensure they walk out feeling supported, not just served.
Needs Assessment & Product Selection
Conduct assessments of individual customer needs to recommend suitable ostomy appliances, accessories, and other medical supplies tailored to their condition, lifestyle, and funding eligibility.
AADL Documentation & Compliance
Accurately complete, verify, and submit all AADL paperwork, ensuring that documentation is timely, accurate, and complete while remaining compliant with current AADL guidelines and timelines.
Policy & Product Knowledge
Maintain expert-level knowledge of AADL regulations, funding processes, billing protocols, and the approved product formulary. Stay up to date with new products and lines to support both customer care and administrative accuracy.
Customer Education
Provide thorough education to customers on the correct use, care, and maintenance of ostomy products to promote safety, hygiene, and independence.
Product Upselling & Cross-Selling
Identify and recommend additional or complementary products based on customer needs, promoting comprehensive care solutions while increasing customer satisfaction and business value.
Team & Interdisciplinary Collaboration
Work collaboratively with customers and external healthcare professionals (HCPs) to deliver seamless, coordinated care. Build rapport and communicate professionally with HCPs to instill confidence and encourage ongoing collaboration.
Retail Environment Maintenance
Uphold a clean, safe, and organized retail and consultation space that reflects professionalism and supports infection control standards.
Skills & abilities
2+ years of customer service experience, preferably in a medical or healthcare-related retail setting
Knowledge of AADL and ostomy product lines
Excellent verbal, written, and interpersonal communication skills
High attention to detail and documentation accuracy
Strong computer literacy (ERP, POS, Microsoft/Google Suite)
Ability to safely perform physical tasks (e.g., lifting up to 50 lbs, prolonged standing)
Education & experience
High school diploma.
2+ years proven customer service experience.
Point-of-sale experience (Shopify POS experience is an asset).
Experience upselling, cross-selling, and merchandising.
Previous training in company products, services, and fulfillment channels is an asset.
Previous training in a relevant medical field may be an asset.
Standard First Aid certificate is an asset.
Location: North Edmonton
Workplace Type: On-site
Job Type: TERM, Full-Time
Availability: Monday - Saturday, 5 days/week
Apply Today!
If you’re a motivated service professional who wants to make a meaningful difference in people’s lives, we’d love to hear from you.
Healthcare Solutions — Helping Canadians live better, every day.
Healthcare Solutions is an equal-opportunity employer. We value diversity and are committed to creating an inclusive workplace where everyone feels empowered to succeed.
