Patient Experience & Journey Navigation
La Vie Executive Health Center has been dedicated to helping Ottawa’s business executives live longer and healthier lives for over a decade. Our focus is on personalized health management and prevention, ensuring our clients maintain optimal well-being to support their professional success.
The Medical Concierge Account Manager serves as the primary liaison, patient care coordinator, and patient experience manager for our dedicated care unit. Acting as the first point of contact for patients, this role bridges clinical care and administrative execution. At its core, a key function of this position is driving end-to-end patient experience—ensuring a smooth, seamless, and reassuring journey from initial contact through ongoing follow-up care. You will work closely with physicians, nurses, and Medical Office Administrators (MOAs) to streamline patient flow and deliver an exceptional, high-touch level of service.
Core Responsibilities
- Take ownership of the patient journey from onboarding through care completion; proactively identify and eliminate friction points to ensure every touchpoint is stress-free, welcoming, and efficient.
- Serve as the dedicated account manager for patients, guiding them through appointments and follow-up steps.
- Manage incoming patient inquiries via phone and email; address concerns promptly, escalate issues as required and resolve patient issues with high empathy and professionalism.
- Coordinate and book patient appointments
- Process specialist referrals, track status, and ensure the EMR is updated
- Partner directly with the clinical team (Physicians, Nurses, MOAs) to monitor daily patient movement within the unit and clear administrative or operational bottlenecks.
- Build long-term trust with patients, acting as a patient experience manager to drive patient satisfaction, retention, and care-plan adherence.
Required Qualifications
- 2–4 years in healthcare administrative support, patient care coordination, medical hospitality/concierge, or customer success management.
- Passion for service excellence, with a demonstrated ability to create warm, personal, and seamless care journeys.
- Exceptional verbal and written communication skills with strong active listening and phone presence.
- Proven ability to resolve patient complaints, diffuse sensitive situations, and navigate complex healthcare workflows smoothly.
- Experience with Electronic Medical Records systems, medical scheduling software, and CRM tools.
- Strong collaborative mindset with the ability to sync effortlessly across clinical and administrative staff.
- High emotional intelligence, tact, and strict adherence to patient privacy regulations
This is for an open vacancy. La Vie does not use AI in our recruiting or hiring processes.
Pay: $25.00-$30.00 per hour
Expected hours: 40.0 per week
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Ability to commute/relocate:
- Kanata, ON K2K 3G5: reliably commute or plan to relocate before starting work (required)
Application question(s):
- This is an onsite role. Are you willing to commit to working onsite 5 days a week?
Work Location: In person
