Patient Success & Retention Specialist (LASIK)

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

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.