Patient Engagement and Retention Specialist

LASIK MD•Victoria, BC

5d•$22 - $28•Onsite

About The Position

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.

Requirements

Broad background in customer service or retention in a relevant industry such as cosmetics, retail, banking, insurance, travel sales, restaurants, gyms, etc.
Excellent communication skills in English (written & language proficiency).
Organized, results-oriented, self-disciplined, and have excellent prioritization, time management, and problem-solving skills.

Nice To Haves

Experience as an account manager or sales representative is considered an asset.
Desire to succeed while helping customers achieve their goals.

Responsibilities

Support patients throughout their journey, play a key role in their decision-making process, and contribute to clinic growth and conversion goals.
Meet with prospective patients immediately following their pre-operative assessment and clarify information received from the medical team.
Serve as a bridge between clinical expertise and personal decision-making, translating medical information into clear, personalized value.
Clearly and transparently present vision correction options, benefits, and financial aspects.
Help patients navigate their decision with clarity, compassion, and confidence while adapting your communication to their mindset, concerns, and motivations.
Guide patients through pricing options and payment methods, book surgery dates, and coordinate logistics.
Maintain accurate patient records and ensure compliance with all required standards.
Maintain a high rate of patient follow-through to treatment through trust-building strategies and proactive, personalized follow-ups.
Record short, personalized video messages, voice messages, or calls as reminders or warm touchpoints to improve treatment follow-through, as required.
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.