Customer Service Supervisor

Vision Group; Hamilton; On-site; CAD 37,000 - 44,000; Full time

Benefits offered by this job

Bonus

Free LASIK

Vacation

Sick days

Wellness day

Group insurance

Telemedicine

RRSP match

Job summary

Vision Group is seeking a Customer Service Supervisor for a LASIK MD clinic to ensure excellent patient service and smooth clinic operations. You will lead front desk staff, monitor patient flow, and maintain a welcoming environment.

You will also enter patient data, support risk management, and collaborate with clinic leadership. This full-time role includes a competitive benefits package and opportunities for professional growth.

Qualifications

• Experience in management or supervision.
• Excellent English communication skills.
• Strong customer service orientation with problem-solving abilities.
• Comfortable with computers and Microsoft 365.
• EMR experience is an asset.

Responsibilities

• Provide patients with exceptional service and manage clinic flow to keep wait times reasonable.
• Circulate waiting areas to address questions and concerns in real time.
• Lead by example and supervise staff, enforcing policies and day-to-day decisions.
• Use emotional intelligence to resolve escalations and guide the team.
• Enter and update patient information in the computer system.
• Support Risk Management by reporting safety concerns and incidents promptly.
• Assist the Center Director with additional tasks as needed.

Skills

Leadership

Supervision

Customer service

Communication

EMR systems

MS 365

Problem solving

Emotional intelligence

Job description

CUSTOMER SERVICE SUPERVISOR

Working in a LASIK MD 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 $23.74 - $28.48/hr.

A look at your benefits

• You are eligible to receive a bonus.
• You have a permanent full-time position (approximatley 30hrs/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 provide our patients with exceptional service and ensure the overall fluidity of the clinic's traffic by ensuring that wait times are reasonable, maintaining the general appearance of the waiting room, and verifying patient files.
• You circulate the waiting room area to respond to questions or concerns immediately.
• You lead by example, as well as provide supervision and guidance to staff, while adapting company policies and exercising good judgment in managing day-to-day decisions and challenges.
• You use your emotional intelligence and problem-solving skills to resolve any potential escalating issues while providing your team with innovative ways to achieve clinic objectives.
• You enter necessary and updated patient information into the computer system.
• 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.
• You assist the Center Director with any additional tasks necessary.

A clear view of your assets

• You have excellent communication skills in English.
• You have a keen interest in the medical field and a leadership role.
• You stand out for your organizational, collaborative, and autonomous skills.
• You have experience in management or supervision and demonstrate excellent proactive customer service skills.
• You are comfortable with computers, technology, and Microsoft 365 (knowledge of EMR systems is an asset).
• You demonstrate empathy, emotional intelligence, and professionalism with the ability to foster change, work in a complex environment, set goals, delegate tasks, and prioritize urgencies.

Schedule

• Schedule: Mondays and Wednesdays from 8:00 a.m. to 9:00 p.m., Tuesdays, Thursdays, and Fridays from 8:00 a.m. to 5:00 p.m., and Saturdays from 8:00 a.m. to 4:30 p.m.
• Required: You are comfortable traveling to other clinics for training (and/or) work (expenses covered by Vision Group).

From our point of view

If you think you are the right candidate for this position and are ready to join a passionate and dedicated team.