Clinical Patient Advisor

TLC Laser Eye Centres; Kitchener; On-site; CAD 31,000 - 36,000; Full time

Benefits offered by this job

Bonus eligibility

Full-time 32-40 hrs/wk

Free LASIK surgery

3 weeks vacation

3 sick days

Wellness day

Group insurance

Telemedicine

RRSP match

Job summary

TLC Laser Eye Centre in Kitchener seeks a Clinical Patient Advisor to guide patients through decision-making, discuss vision correction options, and coordinate surgery scheduling. You’ll translate medical information into personalized value and support patients from pre-operative assessment through post-care communications.

Join a team focused on compassionate care, with benefits including annual vacation, insurance, and opportunities for professional growth within Canada's Best Managed

Qualifications

• Broad background in customer service or retention in a relevant industry.
• Experience as an account manager or sales representative is an asset.
• Desire to succeed while helping customers achieve their goals.
• Organized, results-oriented, self-disciplined with strong prioritization and time management.
• Excellent communication skills in English.
• Willingness to travel to other clinics for training or work (expenses covered).
• Flexible availability Monday to Friday 8:00 AM - 4:30 PM.

Responsibilities

• Meet with prospective patients after their pre-operative assessment and clarify information from the medical team.
• Bridge between clinical expertise and personal decision-making, translating medical information into clear value.
• Present vision correction options, benefits, and financial aspects transparently.
• Guide patients through pricing options and book surgery dates, coordinating logistics.
• Maintain accurate patient records and ensure compliance with standards.
• Support Risk Management by reporting patient safety concerns to clinic management.

Skills

Customer service

Retention

Communication in English

Job description

See if you are our next:

CLINICAL PATIENT ADVISOR (CLINICAL COUNSELOR) | Kitchener

Working in a TLC Laser Eye Centre clinic (an affiliated entity of Vision Group) is to help improve people's eyesight. It is having the feeling of a mission accomplished and a job well done. It is seeing happiness in the eyes of patients and realizing that you have changed the way they see life. All of this can be achieved while having the opportunity to build a stable and rewarding career that meets your full potential.

Join our team, where our Great Place to Work® certification represents our commitment to creating a supportive and inclusive culture for every member of our organization.

The wage range for this role is between $22.65 - $26.05/hr.

A look at your benefits

• You are eligible to receive a bonus.
• You have a permanent full-time position (32hrs - 40hrs p/week). Please note that weekly hours are based on operational needs, may vary, and are not guaranteed.
• You benefit from a free LASIK surgery,3 weeks of vacation,3 sick days,&1 wellness day.
• You benefit from group insurance,telemedicine&RRSPmatch.
• You work with experts in Ophthalmology & you can count yourself as a team member of one of Canada's Best Managed Companies.

Your tasks at a glance

You support patients throughout their journey, play a key role in their decision-making process, and contribute to clinic growth.

• You meet with prospective patients immediately following their pre-operative assessment and clarify information received from the medical team.
• You serve as a bridge between clinical expertise and personal decision-making, translating medical information into clear, personalized value.
• You clearly and transparently present vision correction options, benefits, and financial aspects.
• You help patients navigate their decision with clarity, compassion, and confidence while adapting your communication to their mindset, concerns, and motivations.
• You guide patients through pricing options and payment methods, book surgery dates, and coordinate logistics.
• You maintain accurate patient records and ensure compliance with all required standards.
• You maintain a high rate of patient follow-through to treatment through trust-building strategies and proactive, personalized follow-ups.
• You record short, personalized video messages, voice messages, or calls as reminders or warm touchpoints to improve treatment follow-through, as required.
• You support the organization's Risk Management program by identifying and promptly reporting patient safety concerns, incidents, or potential risks to clinic management, to assist in the organization's overall efforts to identify, report, and mitigate risks.

A clear view of your assets

• You have a broad background in customer service or retention in a relevant industry such as cosmetics, retail, banking, insurance, travel sales, restaurants, gyms, etc.
• Your experience as an account manager or sales representative is considered an asset.
• You have the desire to succeed while helping customers achieve their goals.
• You are organized, results-oriented, self-disciplined, and have excellent prioritization, time management, and problem-solving skills.
• You have excellent communication skills in English (written & language proficiency).
• You are comfortable traveling to other clinics for training (and/or) work (expenses covered by Vision Group).
• Schedule: You have flexible availability on Monday to Friday between 8:00 AM - 4:30 PM.