Client Experience Advisor

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CLIENT EXPERIENCE ADVISOR (CLINICAL COUNSELOR) | Hamilton

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 $22.65 - $26.05/hr.

This posting is for an existing vacancy.

A look at your benefits

• You are eligible to receive a bonus.
• You have a permanent full-time position (approximately 35 hrs/week). Please note that weekly hours are based on operational needs, may vary, and are not guaranteed.
• You benefit from a free LASIK surgery, 3 weeks of vacation, 3 sick days, & 1 wellness day.
• You benefit fromgroup 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).
• You are comfortable traveling to other clinics for training (and/or) work (expenses covered by Vision Group).
• Schedule: You have availability on Monday to Friday between 8:00 AM – 9:00 PM and Saturdays between 8:30 AM to 4:30 PM.

From our point of view

If you think you are the right candidate for this position and are ready to join a passionate and dedicated team, apply now.