Patient Engagement and Retention Specialist (Toronto)

PATIENT ENGAGEMENT & RETENTION SPECIALIST (CLINICAL COUNSELOR) | Downtown Toronto, ON

Working in a LASIK MD clinic (an affiliated entity of Vision Group) to improve people’s eyesight is a mission‑driven role that rewards a stable, rewarding career. The position is a permanent full‑time role that offers career growth and the opportunity to change the way patients see life.

Salary range: $23.22 – $30.18 per hour.

A look at your perks

• Eligible to receive a bonus.
• Permanent full‑time position (35–40 hours per week).
• Free LASIK surgery, 3 weeks vacation, 3 sick days, and 1 wellness day.
• Group insurance, telemedicine, and RRSP match.
• Opportunity to work with experts in ophthalmology and be part of one of Canada’s best managed companies.

Responsibilities

• Support patients throughout their journey, play a key role in decision‑making, and contribute to clinic growth and conversion goals.
• Meet with prospective patients immediately after 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, adapting 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, 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.

Qualifications and skills

• Broad background in customer service or retention in a relevant industry (cosmetics, retail, banking, insurance, travel sales, restaurants, gyms, etc.).
• Experience as an account manager or sales representative is considered an asset.
• Desire to succeed while helping customers achieve their goals.
• Organized, results‑oriented, self‑disciplined, with excellent prioritization, time management, and problem‑solving skills.
• Excellent communication skills in English (written and spoken).

Additional information

Schedule: Flexible work availability from Monday to Friday (8:00 a.m. – 5:00 p.m.) and occasional Saturdays.

Willingness to support partnering Greater Toronto Area clinics when needed (planning and expenses covered by Vision Group).

Location: 100 King St W, #120, Toronto, ON M5X 2A1.