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Team Lead, Client Services

2 months ago

Toronto, Canada MEDCAN Full time

About Us:
Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes.

Over 80 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 700+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics.

The Role:
Medcan is recruiting for a Team Coordinator: Clinic Reception. This position requires exceptional communication skills, a strong client service orientation and some leadership skills.This hands-on role balances the Reception/Concierge role functions with assistance to the Manager of Client Service in day-to-day team operations and coaching.

The Accountabilities:

- Weekly schedule for reception, flow, valet teams
- Vacation and absence coverage schedule
- Coordination of new hire training and on-boarding
- Learn new Reception processes and train the team
- Reception,Valet and Concierge related invoices
- Coordinate team meetings
- Policy and Procedure compliance
- Oversee all projects distributed to team m embers (ie: OHIP check, clothes inventory, NPS tally)
- Act as liaison for the Reception team and other departments
- Troubleshoot system issues
- Handle client issues
- Performance coaching

Reception:

- Welcoming and greeting clients,guiding clients throughout their visit and checking clients in an out of their appointments
- Processing payments for appointments and products
- Ensuring all appropriate patient form s are completed
- Open and close procedures including next day preparation
- Scheduling appointments and booking referrals for clients
- Preparing work flow reports
- Inventory of Reception supplies
- Back up for the Concierge team and related tasks
- Clinic Flow Desk coverage including managing patient and staff flow
- Responding to all client issues and enquiries

Concierge:

- Meet and greet VIP clients,monitor their visit and experience at the Clinic
- Provide personalized service to our clients
- Open and close procedures including next day preparation
- Foster client/clinic loyalty by creating a memorable experience
- Handle client complainants in a positive, professional manner
- Problem solve in a fast paced environment
- Trouble shooting
- Maintain a good working relationship with other departments to ensure an outstanding client experience

The Requirements:

- Prior experience in a similar role
- Four Star Hotel experience or a hospitality education i s an asset
- Education in health or a related discipline is an asset
- Strong organization and time management
- Excellent verbal and written communication skills
- Exceptional client service skills
- Ability to maintain a calm demeanor in a fast paced environment
- Ability to meet deadlines
- Ability to work well in a team environment
- Ability to foster relationships in and outside the Reception team
- Ability to influence/lead people

This is a full-time role. Our clinic hours of operation are from 6:30am to 7:00pm Monday-Saturday. This role covers shifts during those hours. Shifts hours may vary based on our client and operational flow. Extended coverage may be required for unscheduled absences and scheduled vacations for full-time staff. This is full-time role that is scheduled for 5 days per week during business hours Monday through Saturday. The roles will report to the Manager. Client Service.

Our Benefits:
Medcan’s philosophy of Live Well, For Life applies not only to our clients, but also our valued staff members. We provide paid Wellness Days along with a variety of programs to help our employees manage their mental and physical well-being. We offer special employee rates on fitness sessions, in-house specialty services, and a complimentary membership to our clinic to name a few.

This position comes with an attractive total compensation package including a competitive base salary, a comprehensive benefits plan, RRSP matching, and a genuine opportunity to grow. We offer hybrid/flexible work arrangements to help Medcanners balance their work and personal or family needs.

We also have employee perks to continue to help our staff Live Well, For Life. This includes complimentary group fitness sessions as well as an on-site healthy lunch program provided by our own food and catering brand, Nourish. We also provide interactive webinars hosted by our in-house experts focused on Eat, Move, Think. Our enhanced benefits package is just one of the reasons why we continue to be one of Canada’s 50 Best Managed Companies

We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no ag

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