Client experience Advisor

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CLIENT EXPERIENCE ADVISOR / Patient Growth Specialist

The Patient Growth Specialist is a sales-focused outbound contact center professional responsible for converting marketing-generated leads into consultations, retaining patients at risk of disengaging, and reactivating inactive patients. Through proactive outreach and relationship building, this role directly contributes to patient acquisition, revenue growth, and patient retention objectives.

As part of a high-performing Patient Growth Team, you will engage prospective and existing patients throughout their lifecycle, from initial inquiry through consultation, treatment decision, retention, and reactivation opportunities. Using an omnichannel approach including outbound calls, SMS, email, and web inquiries, you will support lead nurturing initiatives, maximize conversion opportunities, and deliver an exceptional patient experience.

A look at your benefits

• You enjoy a permanent, full-time position (40h/week) Please note that weekly working hours may vary depending on operational needs and are not guaranteed.
• You receive 3 weeks of paid vacation, 4 personal days for unexpected situations, and an additional day off during the holiday season.
• You benefit from group insurance, including telemedicine, an employee assistance program, and a group RRSP.
• You may be eligible for free LASIK surgery and discounts for your loved ones.

Your tasks at a glance

• You proactively contact new leads, existing patients, inactive patients, and consultation opportunities through outbound calls and digital channels.
• You convert leads into booked consultations by building trust, identifying patient needs, and overcoming objections.
• You execute retention and reactivation strategies to reduce cancellations and preserve revenue.
• You follow up on marketing campaigns, abandoned consultations, and other growth opportunities.
• You achieve goals related to bookings, conversion rates, contact rates, retention outcomes, and revenue contribution.
• You educate patients on procedures, consultation processes, and treatment options while delivering exceptional service.
• You accurately maintain patient records, CRM notes, and appointment information.
• You collaborate with Marketing and Patient Care teams to support patient engagement and growth initiatives.

A clear view of your assets

• You hold a high school diploma.
• You have at least two years of experience in outbound sales, inside sales, contact centres, patient acquisition, customer retention, or high-volume customer engagement, preferably with outbound calling experience.
• You have a proven ability to achieve sales, conversion, retention, or booking targets.
• You have strong sales, relationship-building, communication, and active listening skills.
• You take an empathetic, patient-focused approach and demonstrate strong objection-handling and negotiation skills.
• You are self-motivated and thrive in a fast-paced environment.
• You are comfortable multitasking and managing multiple communication channels simultaneously.
• You are proficient in Microsoft Office applications and CRM systems, and you quickly learn new technologies, reporting tools, and AI-enabled systems.
• You have strong organizational skills and maintain a high level of accuracy when entering data.
• You are fluent in French and English, both spoken and written, as you will communicate with English-speaking patients who do not speak French.

From our point of view

Do you thrive on building relationships, overcoming objections, and achieving goals while delivering an exceptional patient experience? We’d love to meet you! 

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