Patient Engagement and Retention Specialist

LASIK MD; Calgary; On-site; CAD 32,000 - 42,000; Part time

Benefits offered by this job

Bonus

Permanent part-time position

Free LASIK surgery

3 weeks vacation

3 sick days

1 floater

1 wellness day

Group insurance

Telemedicine

RRSP match

Job summary

LASIK MD Calgary is seeking a Patient Engagement & Retention Specialist (Clinical Counselor) to join our team. This permanent part-time role (24–28 hrs/wk) focuses on guiding patients through their decision-making journey and coordinating pre- and post-operative steps.

You will present options, help with pricing and scheduling, and maintain accurate records while collaborating with ophthalmology experts to deliver outstanding patient care.

Qualifications

• Broad background in customer service or retention.
• Experience in account management is an asset.
• Excellent written and spoken English communication.

Responsibilities

• Support patients throughout their journey and contribute to clinic growth.
• Meet with prospective patients after pre-operative assessment and clarify information.
• Bridge clinical expertise and personal decision-making with clear value.
• Present vision correction options, benefits and financials transparently.
• Guide patients through pricing, book surgery dates and coordinate logistics.
• Maintain accurate patient records and ensure compliance with standards.
• Follow up with patients to improve treatment adherence and outcomes.
• Record short messages or calls as reminders to improve follow-through.
• Support Risk Management by reporting safety concerns to clinic management.

Skills

Customer service

Retention

Communication

English proficiency

Job description

See if you are our next:

PATIENT ENGAGEMENT & RETENTION SPECIALIST (CLINICAL COUNSELOR) | Calgary, AB

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.

A look at your benefits

• You are eligible to receive a bonus.
• You have a permanent part-time position (24hrs - 28hrs p/week).
• 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 from Monday to Friday (between 8:00 am - 4:00 pm), as well as occasional Saturdays.
• Required flexibility: You have flexibility to be scheduled between our LASIK MD Calgary location, our Gimbel Eye Centre location & our TLC Laser Eye Centres location.