Role: Bilingual Patient Care Coordinator - English/French
Company: Get Gambit
Location: London, Ontario Head Office
Work Location: In person
Job Type: Full-time, Permanent
Pay: $24.00-$30.00 per hour, based on experience
Schedule: Monday to Friday, daytime hours
Department: Patient Care / Operations
Reports To: Patient Care Manager / Operations Leadership
Application Email: [email protected]
About Get Gambit
Get Gambit is a Canadian specialist-led digital health and preventative medicine company focused on personalized, data-driven healthcare. We support patients through advanced biomarker testing, specialist-reviewed assessments, hormone optimization, testosterone therapy, growth hormone protocols, women's health, weight management, peptide therapy, pharmacy coordination, and ongoing care support.
Our mission is to make high-quality preventative and performance-focused healthcare more accessible, structured, and personalized. We combine modern technology, clinical oversight, licensed pharmacy support, and a premium patient experience to help patients better understand and optimize their health.
We are growing quickly and are looking for a highly organized, professional, and compassionate Bilingual Patient Care Coordinator to join our team at our London, Ontario head office.
Fluency in both English and French is mandatory. This is an on-site role and is not remote or hybrid.
Position Overview
The Bilingual Patient Care Coordinator is a key member of the Get Gambit patient experience team. In this role, you will support patients from their first inquiry through onboarding, appointment coordination, lab testing, clinical review, treatment coordination, pharmacy handoff, follow-up, and ongoing support.
You will act as one of the primary points of contact for patients, helping them understand next steps, complete required documentation, attend appointments, complete lab work, and stay engaged throughout their care journey.
This role is ideal for someone who is highly organized, patient-focused, calm under pressure, and comfortable working in a fast-paced healthcare environment. The successful candidate must be able to communicate professionally in both English and French, handle sensitive health information with discretion, and deliver a premium, white-glove patient experience.
This is an administrative and coordination role. It does not involve providing medical advice, diagnosis, prescribing, or clinical decision-making. Clinical questions must be escalated to the appropriate licensed healthcare professional.
Key Responsibilities
Patient Communication
- Communicate with patients in both English and French by phone, email, SMS, patient portal, and internal communication systems.
- Serve as a warm, professional, and reliable point of contact for new and existing patients.
- Respond to patient inquiries regarding onboarding, appointments, testing, documentation, account access, follow-ups, and general service navigation.
- Use approved scripts, workflows, and internal resources to ensure consistent and accurate communication.
- Provide clear next-step instructions so patients understand what is required at each stage of their care journey.
- Handle sensitive health-related conversations with professionalism, empathy, and confidentiality.
- Escalate clinical questions, adverse-event concerns, medication questions, or urgent patient issues to the appropriate clinician, pharmacist, nurse practitioner, physician, or internal leader.
Patient Onboarding and Intake
- Assist new patients with account setup, intake forms, consent forms, document uploads, and onboarding steps.
- Review patient files for completeness and identify missing information.
- Follow up with patients who have incomplete forms, missing documents, pending appointments, or outstanding lab work.
- Track patient progress through each stage of the intake and care pathway.
- Help reduce delays by proactively identifying bottlenecks and following up with patients in a timely manner.
- Ensure patients feel supported, informed, and confident throughout the onboarding process.
Scheduling and Coordination
- Coordinate appointments, consultations, follow-ups, lab-related steps, and internal handoffs.
- Support scheduling and rescheduling while minimizing missed appointments and patient delays.
- Coordinate communication between patients and internal clinical, pharmacy, operations, and support teams.
- Ensure patient files are prepared and organized before clinician review where applicable.
- Monitor patient queues and outstanding tasks to ensure timely follow-up.
Lab, Pharmacy, and Clinical Support Coordination
- Support administrative coordination related to lab requisitions, lab completion, results follow-up, and patient file readiness.
- Help route prescription, refill, shipment, or treatment-related requests to the correct pharmacy or clinical team.
- Track outstanding patient tasks, missing information, delayed lab work, and incomplete forms.
- Assist with communication between patient care, pharmacy, clinical, and operations teams.
- Ensure accurate documentation of patient status, completed steps, and required follow-up.
Patient Experience and Retention
- Deliver a premium, concierge-level patient experience aligned with Get Gambit's standards.
- Maintain a calm, polished, and solutions-oriented communication style.
- Proactively follow up with patients to improve completion rates, satisfaction, and continuity of care.
- Identify patient concerns early and escalate issues appropriately.
- Support patients with clarity, empathy, and accountability.
- Help create an experience where patients feel known, supported, and taken seriously.
Documentation and Systems Management
- Accurately document patient interactions, status updates, next steps, and follow-up tasks in the appropriate systems.
- Maintain clean, complete, and organized patient records.
- Use EMR, CRM, email, scheduling, ticketing, and internal tracking systems as required.
- Follow internal SOPs, checklists, templates, and privacy standards.
- Support reporting on patient progress, onboarding status, unresolved issues, and workflow bottlenecks.
Team Collaboration
- Work closely with patient care, clinical, pharmacy, operations, sales, and leadership teams.
- Participate in team huddles, workflow reviews, training sessions, and process improvement discussions.
- Communicate recurring patient concerns, workflow gaps, or operational issues to leadership.
- Help improve scripts, SOPs, templates, patient education materials, and internal processes.
- Contribute to a professional, accountable, and patient-first team culture.
Required Qualifications
- Fluent in both English and French, spoken and written. This is mandatory.
- Strong professional communication skills in both languages.
- Previous experience in patient coordination, healthcare administration, medical office administration, pharmacy support, customer service, call centre support, client success, or a similar patient-facing role.
- Strong organizational skills and excellent attention to detail.
- Comfortable managing multiple patient files, messages, and follow-up tasks at the same time.
- Strong computer skills and ability to learn new systems quickly.
- Ability to handle confidential and sensitive health information appropriately.
- Strong judgment and ability to know when to escalate patient concerns.
- Professional, reliable, punctual, and patient-focused.
- Ability to work on site at the London, Ontario head office.
- Legally authorized to work in Canada.
Preferred Qualifications
- Experience in a medical clinic, pharmacy, telehealth company, executive health clinic, wellness clinic, laboratory, or digital-health environment.
- Experience with EMR, CRM, pharmacy software, ticketing systems, or patient-management platforms.
- Experience supporting patients through lab testing, prescriptions, appointments, or treatment follow-up workflows.
- Familiarity with preventative medicine, hormone health, men's health, women's health, weight management, or executive health.
- Experience communicating with French-speaking patients or clients.
- Post-secondary education in healthcare administration, business administration, communications, or a related field is considered an asset.
Who You Are
- Fully bilingual in English and French.
- Warm, professional, and confident with patients.
- Highly organized and detail oriented.
- Calm under pressure.
- Comfortable in a fast-moving healthcare environment.
- Respectful of privacy and confidentiality.
- A strong communicator who can explain next steps clearly.
- Reliable, punctual, and accountable.
- Comfortable using technology and learning new systems.
- Motivated by excellent patient experience.
- Able to balance empathy with follow-through.
- Proactive, resourceful, and solution focused.
What We Offer
- Competitive hourly compensation based on experience.
- Opportunity to join a rapidly growing Canadian digital-health company.
- Modern head-office environment in London, Ontario.
- Training on internal systems, workflows, patient pathways, and service standards.
- Exposure to preventative medicine, executive health, hormone optimization, pharmacy coordination, and advanced biomarker testing.
- Supportive and ambitious team culture.
- Career growth opportunities as the company continues to scale.
- Meaningful work helping patients access a more personalized healthcare experience.
Hiring Transparency
This posting is for an existing vacancy at our London, Ontario head office.
Get Gambit does not use artificial intelligence to screen, assess, or select applicants for this position. Applications are reviewed by people involved in the hiring process.
Post-Interview Communication: Candidates who are interviewed will be informed whether a hiring decision has been made within 45 days of their final interview.
Equal Opportunity and Accommodation
Get Gambit welcomes applications from qualified candidates of all backgrounds. Accommodation is available upon request throughout the recruitment and selection process.
How to Apply
Please email your resume to:
[email protected]
Subject line:
Bilingual Patient Care Coordinator Application
Please include a brief note outlining your English/French communication experience and why you are interested in joining Get Gambit.
Pay: $24.00-$30.00 per hour
Benefits:
- Casual dress
- On-site parking
- Wellness program
Work Location: In person
