Clinical Patient Advisor

TLC Laser Eye Centers Inc.; Kitchener; On-site; CAD 50,000 - 58,000; Full time

Benefits offered by this job

Bonus

Group insurance

RRSP match

LASIK benefit

3 weeks vacation

Sick days

Wellness day

Job summary

TLC Laser Eye Centers Inc. in Kitchener is seeking a Clinical Patient Advisor (Clinical Counselor) to support prospective patients after their pre-operative assessment.

You will translate medical information into clear value and explain vision correction options, pricing, and scheduling with compassion and clarity. We offer a permanent full-time role (32–40 hrs/week) with a competitive wage, bonus eligibility, group insurance, paid vacation and sick days, RRSP matching, wellness day and

Qualifications

• Broad background in customer service or retention in relevant industries.
• 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 English communication skills (written & spoken).
• 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 info into clear value.
• Present vision correction options, benefits, and financial aspects clearly.
• Help patients navigate decisions with clarity, compassion and confidence.
• Guide patients through pricing, payment methods, book surgery dates and coordinate logistics.
• Maintain accurate patient records and ensure compliance with required standards.
• Maintain high follow-through using trust-building and proactive follow-ups.
• Record short video, voice messages, or calls as reminders or touchpoints.
• Support Risk Management by reporting safety concerns to clinic management.

Skills

Customer service

English communication

Relationship management

Organization

Problem solving

Job description

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 & RRSP match.
• 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 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.