Patient Engagement and Retention Specialist

Vision Group; Barrie; Hybrid; CAD 32,000 - 37,000; Full time

Benefits offered by this job

Bonus

Free LASIK surgery

3 weeks vacation

3 sick days

1 floater

Wellness day

Group insurance

Telemedicine

RRSP match

Job summary

Vision Group is seeking a PATIENT ENGAGEMENT & RETENTION SPECIALIST (CLINICAL COUNSELOR) to join a patient-centered LASIK MD clinic network in Barrie, Mississauga, and North York, ON. You will help patients navigate pre- and post-operative care, translate medical options into clear value, and support clinic growth.

You’ll work in a team oriented environment with a focus on compassionate communication, pricing discussions, and efficient scheduling.

Qualifications

• Broad background in customer service or retention in a relevant industry such as cosmetics, retail, banking, insurance, travel sales, restaurants, gyms, etc.
• Experience as an account manager or sales representative is considered an asset.
• You are organized, results-oriented, self-disciplined with strong prioritization, time management and problem-solving skills.
• Excellent communication skills in English (written & language proficiency).

Responsibilities

• Support patients throughout their journey and play a key role in their decision-making process and clinic growth.
• 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, personalized value.
• Present vision correction options, benefits, and financial aspects clearly and transparently.
• Help patients navigate decisions with clarity, compassion and confidence while adapting communications to their concerns.
• Guide patients through pricing options and payment methods, book surgery dates and coordinate logistics.
• Maintain accurate patient records and ensure compliance with required standards.
• Maintain a high rate of patient follow-through through trust-building and proactive follow-ups.
• Record short, personalized video messages, voice messages, or calls as reminders or warm touchpoints.
• Support Risk Management by reporting patient safety concerns and potential risks to clinic management.

Skills

Customer service

Retention

Account management

English communication

Job description

See if you are our next:

PATIENT ENGAGEMENT & RETENTION SPECIALIST (CLINICAL COUNSELOR)

*Please note that you will be considered as part of a candidate pool for upcoming permanent, full-time opportunities in Barrie, Mississauga and North York ON.*

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 $23.22 - $26.70/hr.

A look at your benefits

• You are eligible to receive a bonus.
• You have a permanent full-time position (35hrs - 40hrs p/week), please note that you will be considered as part of a candidate pool as we do not have a current vacancy.
• You benefit from a free LASIK surgery,3 weeks of vacation,3 sick days,1 floater & 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 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).
• Schedule: You have flexible work availability Monday to Friday (exact hours to be confirmed).