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Patient Experience Coordinator

At Restore Hair Loss & Scalp Clinic, the Patient Experience Coordinator plays a pivotal role in delivering a world-class journey for every patient. You are the architect of smooth operations, exceptional service, and measurable outcomes that strengthen patient trust, retention, and clinic growth. This role is ideal for a high-performance individual with strong sales acumen, operational discipline, and a genuine desire to help patients transform their health, confidence, and quality of life.

About Us

Our mission is to impact the confidence of people struggling with hair loss, scalp conditions, and persistent health symptoms through personalized, preventative, and corrective solutions.
Our core values guide everything we do — we are inspirational, disciplined, accountable, transparent, aligned, and results-oriented. We aim to transform the lives of 3,000 people each year over the next decade.

Objectives:

  • World-Class Patient Journey:
    Ensure every patient feels supported, welcomed, and guided at each stage of their care.

  • Schedule Optimization:
    Keep the clinic calendar full and flowing through proactive scheduling, backfilling cancellations, and minimizing no-shows.

  • Inquiry Conversion:
    Pre-frame value, guide decision-making, and convert new inquiries into booked consultations.

  • Subscription & Retention:
    Enroll patients into auto-renewal memberships that support long-term treatment success.

  • Upsell & Cross-Sell:
    Identify needs and recommend services or products that enhance patient results.

  • Social Proof Generation:
    Collect authentic Google Reviews from satisfied patients to strengthen clinic reputation and lead flow.

  • Cross-Team Coordination:
    Create seamless communication between clinicians, technicians, and the hair replacement department.

  • Data & Process Ownership:
    Maintain 98% clean CRM data, publish daily reports, and drive improvements based on trends.

 

Key Responsibilities:

  • Manage the lead pipeline from initial inquiry to booked consultation.

  • Confirm consultation readiness by collecting intake forms and securing payment.

  • Present treatment membership options, process payments, and track renewals.

  • Build waitlists, backfill cancellations, and optimize schedule utilization.

  • Handle patient concerns with empathy, providing clear resolutions within 1 business day.

  • Proactively collect and record Google Reviews from patients achieving results.

  • Track upsell opportunities and recommend add-on services or products tailored to patient goals.

  • Publish a daily scorecard on key clinic performance metrics.

  • Mentor reception/coverage team members on scripts, SOPs, and service recovery.

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Scorecard & KPIs (Measured Weekly):

  • Service Show Rate: ≥ 85% (stretch goal 90%+)

  • Schedule Utilization: ≥ 88% booked capacity (14-day lookahead)

  • Inquiry → Consultation Conversion: ≥ 80%

  • No-Show Rate: ≤ 8% (<24h cancels ≤ 5%)

  • Email Response Time: ≤ 1 business day

  • Data Quality: 98% complete patient files

  • Subscription Enrollment: ≥ 70% of qualifying patients

  • Upsell Revenue: Average ≥ $280/day

  • Google Reviews: 21 new authentic reviews per month

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Competencies (Who You Are):

  • Sales Acumen with Integrity:
    You influence with empathy and help patients make confident decisions.

  • Operational Discipline:
    You thrive with structure, checklists, and consistent follow-through.

  • Calm Problem-Solver:
    You resolve issues with professionalism and reassurance.

  • Data-Driven:
    You track performance and make decisions based on facts, not assumptions.

  • Ownership Mindset:
    You take responsibility not just for tasks, but for outcomes.

  • Tech-Confident:
    Comfortable using CRM tools, payment systems, Microsoft 365, and Google Workspace.

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Education and Experience:

  • Proven success in sales or high-end client services with direct revenue responsibility.

  • Track record of exceeding performance goals and improving processes.

  • Strong communication and interpersonal skills with a commitment to delivering exceptional client experiences.

 

Compensation & Benefits:

Salary: CAD $55,000 – $69,500 per year
Performance Bonus: Monthly, 10% of base salary tied to KPIs
Commission: On qualified referrals

Additional Benefits:

  • Company events

  • Dental care

  • Employee assistance program

  • Extended health care

  • Life insurance

  • On-site parking

  • Paid time off

  • Store discount

  • Vision care

  • Wellness program

  • Paid lunch breaks

  • Ongoing professional training

  • Advancement path to Clinic Operations Manager

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30/60/90 Day Success Plan:

30 Days:
Master SOPs, standardize lead follow-up, establish baseline KPIs.

60 Days:
Improve show rate, reduce no-shows, optimize waitlist/backfills, secure first wave of Google Reviews.

90 Days:
Achieve subscription enrollment targets, hit upsell contribution goals, and complete one documented process improvement.

 

Career Path:

Patient Experience Coordinator → Clinic Operations Manager

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Apply Today

If you're an overachiever who thrives in a results-driven environment, send your resume and a short note describing the best client experience you’ve ever created to: clarisse@restorehairlossclinic.com

Please include “Patient Experience Coordinator” in the subject line.

Job Types: Full-time, Permanent

Work Location: In-person

Application Questions:

  • Do you have experience in sales or a client-facing role with direct revenue accountability?

  • Have you been responsible for resolving client or patient issues independently?

  • Are you confident communicating with clients in person, by phone, and via email?

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