Director, Front Desk Experience

Lifemark Health Group • Toronto, ON

3h • CA$110,000 - CA$154,000

About The Position

Lifemark Health Group (LHG) is a market leader in customized healthcare solutions. With over 20 years of service excellence, LHG is one of the largest, most trusted, and most comprehensive providers in Canada. As a national healthcare company, LHG employs over 5,000 highly trained clinicians, medical experts and team members in almost 400 locations coast-to-coast and continues to grow both organically as well as through acquisitions. 

The Director, Front Desk Experience is a key leadership role responsible for driving operations excellence and implementing best practices across all front desk and operations at Lifemark Health Group. This role ensures that customer service, administrative procedures, and overall client experience are consistently high-quality, efficient, and aligned with the company's values and goals. The Director will collaborate with Training Specialists, Customer Care Managers, front-line staff, and corporate leadership to standardize processes, improve efficiency, and enhance client/patient satisfaction.

Requirements

• Bachelor’s degree in business administration, healthcare management, or a related field. Advanced degree preferred.
• 7+ years of experience in operations management, preferably within the healthcare or service industry, with a strong focus on customer service.
• Demonstrated success in driving operational improvements and implementing best practices across multiple locations.
• Strong leadership and communication skills, with the ability to motivate and manage teams.
• Expertise in process improvement, workflow optimization, and performance management.
• Experience in change management and the implementation of new systems or procedures.
• Proficiency with customer relationship management (CRM) software and office management tools.
• Strong analytical and problem-solving abilities, with experience in using data to drive operational decisions.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Results-oriented, with a focus on excellence and continuous improvement.
• Strong attention to detail and highly organized.
• Collaborative and a strong team player.
• Client-focused with a passion for delivering high-quality service.

Nice To Haves

• Advanced degree preferred.

Responsibilities

• Operations Excellence: Develop and implement consistent operational procedures and best practices for front desk operations across all Lifemark Health Group locations, ensuring uniformity and efficiency in processes, including billing and invoicing.
• Patient Experience: Lead initiatives aimed at improving the overall client experience, from the moment they arrive at the clinic to their departure. This includes ensuring that all front desk staff provide friendly, professional, and timely service.
• Staff Leadership & Development: Manage and mentor front desk managers (CCMs) and staff, fostering a culture of accountability, continuous improvement, and professional development. Facilitate training programs to enhance customer service, operational efficiency, and adherence to company policies.
• Process Optimization: Continuously assess and improve workflows, leveraging technology and data to streamline operations and reduce wait times. Proactively identify opportunities to enhance service delivery and operational performance.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) to measure the effectiveness of front desk operations, including client satisfaction scores, operational efficiency, and staff performance. Use data to drive decision-making and improvements.
• Compliance & Quality Assurance: Ensure that all front desk operations comply with Lifemark's policies, procedures, and applicable regulations. Implement quality assurance protocols to maintain high standards of service.
• Collaboration with Other Departments: Work closely with clinic leadership, IT, finance, marketing, and data analytics teams to support operational initiatives and ensure cohesive strategies that align with the company's goals.
• Client Relations: Serve as a point of escalation for complex client issues, ensuring prompt and satisfactory resolution of complaints or concerns. Build strong relationships with clients to foster loyalty and retention.
• Innovation & Change Management: Lead change management initiatives related to front desk and store operations, ensuring smooth transitions when implementing new processes, technologies, or policies.

What This Job Offers

• Job Type: Full-time
• Career Level: Director