Join Us in Building a Better Patient Experience
Modern Medical Hyperbaric Clinic is a growing healthcare organization providing hyperbaric oxygen therapy to patients throughout Northwestern Ontario. As we continue to grow, we are creating a new Patient Experience & Communications Coordinator position to help shape our patient experience, front-end operations and communications.
This newly created role brings together exceptional patient experience, communication, coordination and continuous improvement.
We are looking for someone who wants to learn the operation, take ownership of the role and its outcomes, improve repeatable processes and help build systems that make the organization stronger.
Position Purpose
The Patient Experience & Communications Coordinator owns the front-end patient experience and serves as a central communication and coordination link between patients, families, referring providers, the clinical team, hyperbaric chamber operations and clinic leadership. The role combines patient service, referral coordination, workflow ownership, communication, technology, knowledge management and continuous improvement.
The Coordinator is expected to learn the operation, earn trust, take ownership of outcomes, strengthen repeatable processes and help build reliable systems as Modern Medical grows.
<Every patient feels seen. Every inquiry is met with care. Every commitment is followed through. Patients are supported through each step of their journey.>
The Opportunity
Many of our patients attend treatment five days per week for several weeks. Relationships matter. We want patients to feel welcomed, known and supported from their first contact with Modern Medical through treatment and follow-up.
The successful candidate will combine exceptional customer service with strong organization, critical thinking, technology, communication and personal accountability. They will notice opportunities to support patients and colleagues, follow commitments through, ask thoughtful questions and bring forward ideas.
What You Will Do
- Create a warm, professional and approachable experience for patients and visitors.
- Manage telephone, email, voicemail and front-end clinic communications.
- Coordinate appointments, registration, confirmations, cancellations, payments and general treatment logistics.
- Manage referrals, including OCEAN eReferral, and support efficient coordination through the clinic.
- Maintain accurate patient charts, statuses, follow-ups and next steps in TELUS CHR.
- Communicate with referring providers and internal teams to coordinate patient care and support continuity throughout the patient journey.
- Maintain visibility of open requests and next steps, carrying commitments through to completion.
- Develop strong proficiency in TELUS CHR and other digital technologies.
- Help create and maintain SOPs, FAQs, onboarding resources and front-end workflows.
- Identify opportunities to improve processes, communication and efficiency.
- Support Modern Medical's social media presence and patient-facing communications.
- Help connect patients with practical community resources, including transportation and accommodation, to support access to care.
- Maintain a welcoming, organized and ready patient-facing environment, including reception, signage, patient materials and overall clinic presentation.
- Maintain privacy and discretion in the reception area, with thoughtful attention to confidential conversations, voice level and patient comfort.
- Use approved AI and digital tools responsibly while recognizing when human or clinical review is required.
- Clinical eligibility and treatment decisions remain the responsibility of the Medical Director and clinical team.
<We value complete follow-through: communication, commitments and next steps are carried through to completion.>
What Success Requires
We are looking for someone who demonstrates exceptional ownership and follow-through, strong critical thinking and situational awareness, warmth and emotional intelligence, professionalism, initiative, resourcefulness, strong organization, excellent communication, good judgement, curiosity, coachability, integrity, attention to detail and a strong work ethic.
The successful candidate will be comfortable learning new systems, working in a growing environment, taking pride in professional presentation and respectfully bringing forward solutions when they see opportunities to improve.
<Progress over perfection. Learn, assess, pivot and improve.>
Education & Experience
- Post-secondary diploma in healthcare administration, office administration, business, communications, hospitality/customer experience or a related field, or an equivalent combination of education and relevant experience.
- Approximately 2-3 years of experience in healthcare, hospitality, customer experience, administration, operations or another high-touch service environment preferred.
- Strong digital aptitude and demonstrated ability to learn new software and systems.
- Excellent written and verbal communication skills.
- Experience working with the public in a professional service environment.
- Healthcare experience is considered an asset but is not required. We are intentionally open to exceptional candidates from other industries who can demonstrate strong customer experience, judgement, ownership and the ability to learn.
Preferred Skills & Experience
Experience or training in healthcare/private-clinic operations, medical office administration, TELUS CHR or another electronic medical record system, OCEAN eReferral, Google Workspace, social media coordination, workflow/SOP development, process improvement, patient navigation, hospitality, trauma-informed communication, de-escalation, motivational interviewing or AI-enabled productivity tools would be considered an asset. A university degree in a related discipline is an asset but is not required.
How We Work
Modern Medical is a fast-growing organization. We value people who are energized by growth, communicate clearly, learn from experience and look for thoughtful ways to improve. Team members are encouraged to ask questions, bring ideas forward and help build strong, repeatable systems as we grow.
Learn -> Own -> Systemize -> Improve -> Teach -> Strategize
Interested?
Please send us your resume and answer one short question:
In a few sentences, tell us about a time you noticed something that needed attention or improvement at work, even though no one had specifically asked you to handle it. What did you do?
We want to understand not only what you have done, but how you think, how you solve problems and how you make people feel.
Modern Medical is committed to an inclusive recruitment process. Accommodation is available on request for candidates taking part in all aspects of the selection process.
Pay: $59,000.00-$68,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Application question(s):
- In a few sentences, tell us about a time you noticed something that needed attention or improvement at work, even though no one had specifically asked you to handle it. What did you do?
**We want to understand not only what you have done, but how you think, how you solve problems and how you make people feel.**
Work Location: In person
