Client Care Coordinator

7 months ago

Surrey, Canada MD Wellness Solutions Full time

**Client Care Coordinator**

**MD Wellness Solutions** is hiring a full-time Client Care Coordinator to join our collaborative multi-disciplinary team who believes that every client deserves a highly personalized experience with exceptional results. Since 2012, MD Wellness has built a reputation as a physician-led provider of aesthetic treatments. We are known for our customized care plans, elevated levels of service, and personalized follow-up. Our goal is to ensure every client feels seen and heard and in-choice of their care plans, particularly clients who want a voice/agency in their care plan.

This role is for 4 - 5 days per week.

The shifts for this role alternate between the follow:
9 a.m. - 5 p.m.

11 a.m. - 7 p.m.

One shift of 12-8 shift weekly

1 Saturday per month.

July and August: No Saturdays and the clinic is also closed the Friday of all long weekends.

(4 day long weekend).

**Role Overview and Opportunities**:
You will value attention to detail, demonstrate a high level of curiosity that allows you to be continuously open to improvements and you will highly prioritize self-care in presenting your personal best to each client and colleague. From scheduling, greeting, photography, credentialing, educating, product selection to follow-up, you are highly focused on forming a relationship with each client.

In this role, 25% of your time (approximately 1 day/week) is spent on schedule management, confirming appointments, making outbound retention calls, and ensuring the client schedule is optimized to service providers and clinic capacity.

**Responsibilities**:

- Deliver exceptional customer service through all client interactions with a focus on building lasting relationships and elevating the MD Wellness client experience. Every call and interaction matters.
- Be the first point of contact to welcome clients and help guide them through their visit; check-in, in-take, outlining appointment flow and what to expect, assist service providers with photography, product selection, wrapping bagging, and retail sales.
- Follow, improve, and streamline all administrative procedures with the goal being a seamless, elevated experience for each client.
- Excellent phone skills and ability to manage three (3) phone lines.
- Understand, execute, and follow clinic processes and protocols.
- Demonstrate professionalism, exceptional communication and conflict resolution skills, dependability, diplomacy, and an excellent attendance record.
- Manage time and resources effectively and efficiently in a self-directed manner. Always strive to improve clinic flow, client experience, and best results.
- Be self-directed and contribute to a high-performance team with confidence, vision, and a mindset of continuous improvement.
- Participate in educational events and training opportunities for ongoing growth and development.

**Qualifications**:

- Minimum 2 (two) years experience in medical/aesthetic/spa reception or customer-facing role.
- Knowledge and experience with scheduling software and basic Excel.
- Proven ability to establish rapport, build long-lasting relationships, and create a welcoming atmosphere.
- Work habits include a high level of accuracy, efficiency, and focused organizational skills.
- Experience in conducting introductory client consultations by phone, virtually, and in person.
- Experience in retail sales, point-of-sale, and invoicing.
- Knowledge and a proven track record of sales with medical-grade skin care including ZO SkinHealth, SkinCeuticals, EltaMD Sunscreens, Vivier, and SkinMedica.
- Experience with using before and after photography.
- Experience with event planning, social media management, and e-newsletter communications
- Previous experience with Accuro and Jane app is an asset.
- Proven track record for setting and meeting goals.
- Able to prioritize and manage time efficiently.
- Attention to detail with patient confidentiality, medical information, safety, procedures, and protocols.
- Proven initiative and solution-oriented mindset.
- Strong verbal, computer, and written communication skills.

**We Offer**:

- A supportive and enriching work environment with opportunities for professional development. We appreciate feedback and continuously look for areas in which we can improve.
- A bright, modern clinic with 6 treatment rooms in South Surrey at Morgan Crossing, a thriving lifestyle centre filled with premiere shops and services.
- Extended health benefits including dental and vision.
- Periodic incentives (profit sharing).
- Career development and training via in-clinic training and from industry partners so that you can continue to grow and contribute in your position.
- Employer-paid learning opportunities.
- A highly cohesive team dedicated to bringing out the best in each other.
- 3 weeks vacation per year.
- Access to cosmetic treatments including complimentary services and staff pricing on skin care products.
- Free parking.

**About Dr. Tkatch**:
Dr. Tkatch is a le

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