Job Description

About Us

Strive Health & Performance is a fast-paced, supportive, and fun multidisciplinary clinic. Our front desk is the heart of our patient experience, and we are looking for a highly organized, compassionate, and confident

Lead Patient Experience Coordinator (PEC Lead)

to guide our front-desk team and help maintain an exceptional patient journey from start to finish.

If you love leadership, solving problems, elevating team performance, and creating a positive experience for every patient -- this role is for you.

Position Summary

The

PEC Lead

oversees all Patient Experience Coordinators and ensures the smooth operation of the clinic's front end. This includes leadership, day-to-day operations, patient experience management, scheduling, billing oversight, ICBC/WSBC processes, and maintaining a clean, organized clinic environment.

This is a leadership position with hands-on front-desk responsibilities.

Key Responsibilities A. Leadership & Team Management

Promote and model Strive's culture, values, and standards Lead, support, and mentor the PEC team on a daily basis Assist in recruitment, interviewing, and hiring of PEC staff Oversee onboarding and full training of new PECs Run daily/weekly/bi-weekly check-ins with PECs & management Act as the front desk's first point of contact for troubleshooting Support accountability and uphold clinic policies and procedures Maintain a positive, solutions-focused team environment

B. Patient Experience (Front Desk Excellence)

Deliver and uphold "The Blueprint: Patient Experience Journey" Greet, welcome, and assist every patient with warmth and professionalism ("grandmother visits" mentality) Ensure phone and email performance standards are met:

100% of calls answered live

All voicemails and emails returned same day

Friendly, empathetic communication using scripts when applicable Maintain an inviting front desk + waiting area (decor/equipment/flow) Support new patient processes: NAR, NPS, Referrals, onboarding Handle escalated patient concerns with compassion and professionalism Promote patient graduation processes and ensure graduation cards are completed and mailed Provide accurate information about: services locations clinicians treatment types coverage & funding (ICBC, WSBC, 3rd party, extended benefits)

C. PEC Operational Duties (All PEC Tasks Included)

Appointment scheduling, modifications, cancellations, and recalls Execute winback calls, retention calls, and review requests Process billings and collections accurately Maintain funding accuracy (ICBC/WSBC/3rd party billing) Follow all scripts and booking standards Ensure daily digital checklist completion Maintain high booking rate for incoming calls and leads Execute new patient checklist steps (NAR, NPS, referrals, chart setup) Maintain product stock, organization, and presentation Provide accurate patient information

D. Clinic Space Oversight

Ensure front desk, waiting room, treatment rooms, exercise space, and outside entrance are clean, organized, and adhere to brand standards Report facility maintenance issues promptly Ensure sufficient inventory of towels, linens, office supplies, and clinical supplies Oversee laundry flow to ensure consistent availability of clean linens

E. Operations, Systems & Administration

Oversee PEC scheduling and ensure adequate coverage at all times Ensure clinic opens/closes on time daily Ensure daily checklist is completed with accuracy Oversee timesheet accuracy and submission Oversee ICBC process including: Treatment plan tracking Approval tracking End-date monitoring Adjuster communication Accounts receivable follow-up Oversee WSBC process including: Extension plans End dates Overdue follow-up AR monitoring Oversee Direction-to-Pay processing Ensure all unsubmitted claims =

zero

Resolve hold and rejected claims Ensure monthly cash deposits balance with billing Compile and report weekly scoreboard metrics Support PEM with additional administrative tasks

Success Will Be Measured By

NAR accuracy & completion NPS results & response rate PEC team performance (answer rate, booking rate, professionalism) Daily checklist completion Accounts receivable (esp. >90 days) Staff feedback and leadership effectiveness Training and onboarding of new PECs

Who You Are

A natural leader with excellent communication skills Highly organized and detail-oriented Compassionate, calm, and solutions-focused Strong multitasker who thrives in busy environments Confident with technology and learning systems Patient-focused with a strong service mindset

Compensation & Benefits

Competitive hourly wage (based on experience)

$1,000 annual Health Spending Account (HSA)

Begins after 90-day probation (prorated)

2 weeks vacation (paid at 4%)

5 paid sick days after 90 days

Opportunities for advancement and ongoing training Supportive, fun clinic culture
We thank all applicants for their interest, but only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Pay: $21.00-$25.00 per hour

Expected hours: No more than 40 per week

Benefits:

Casual dress Company events Extended health care Paid time off Store discount
Work Location: In person