Optometry Services Coordinator: Patient Care & Operations

Medcan; Toronto; On-site; CAD 48,000 - 66,000; Full time

Job summary

Medcan is seeking a Product Coordinator to provide primary operational and client-facing support for the Optometry Service. The role blends administrative duties with direct patient care, including preliminary testing, consultations, and specialized treatments, under licensed supervision.

You will collaborate with product and operational management and be a key contact for external vendors, internal departments, optometrists, and clients in a fast-paced health-focused setting.

Qualifications

• University degree or College Diploma preferred.
• Minimum of 1-2 years of experience in a customer service position; experience in a healthcare environment is asset.
• Previous Optometry experience is asset.
• Ability to learn and consistently follow established clinical guidelines, protocols, and eligibility criteria.
• Proficiency in Microsoft Office, Outlook, and Salesforce is considered an asset.
• Ability to navigate difficult conversations and client interactions with professionalism and empathy.
• Proven track record of satisfactory attendance, punctuality, and reliability.

Responsibilities

• Manage the Optometrist’s schedule using Salesforce, schedule appointments for clients, confirm appointments via phone or email, and manage appointment booking, cancellation, and rescheduling requests.
• Document and maintain client information using Accuro and Salesforce.
• Conduct preliminary screening and diagnostic testing with clients using ophthalmic instruments and other approved testing equipment, following established guidelines and protocols.
• Under the supervision of a licensed optometrist, perform Zocular Eyelid System Treatment (ZEST) on clients.
• Conduct MacuMira consultations with clients, reviewing eligibility against established guidelines and protocols to determine whether they are an appropriate candidate for treatment, and escalate to the optometrist when further clinical review is required.
• Perform MacuMira treatments in accordance with established protocols, including all required pre‑and post‑treatment testing, such as visual acuity and contrast sensitivity testing.
• Educate and guide clients through the MacuMira consultation and treatment process, clearly explaining next steps and addressing questions within the scope of the role.
• Use excellent communication and multitasking skills to respond to client inquiries in a timely manner, managing multiple client support channels including phone, email, and in‑person interactions.
• Quote and discuss fees and payment policies and address inquiries regarding invoices, payments, and collections.
• Verify client insurance coverage and handle insurance pre‑authorization.
• Monitor and perform inventory control of retail products, clinical supplies, and office supplies.
• Research and procure new products for the practice, develop relationships with vendors, and negotiate pricing.
• Send referrals to other healthcare professionals as necessary, following established protocols.
• Liaise and collaborate with Product Manager and Clinical Manager on business and operational initiatives, reporting, and product development.
• Assist with training and mentoring of new staff as required.
• Display excellent organizational skills and effective time management.
• Demonstrate Medcan values while interacting with all clients and staff.

Skills

Customer service experience

Healthcare environment experience

Optometry experience

Microsoft Office

Salesforce

Education

University degree or College Diploma

Tools

Accuro

Salesforce

Job description

Medcan is seeking a Product Coordinator to provide primary operational and client-facing support for the Optometry Service. The role blends administrative duties with direct patient care, including preliminary testing, consultations, and specialized treatments, under licensed supervision.

You will collaborate with product and operational management and be a key contact for external vendors, internal departments, optometrists, and clients in a fast-paced health-focused setting.