Job Description

Position Summary

The

Patient Services & Operations Coordinator

is the first point of contact at Restore Hair Loss & Scalp Clinic and plays a critical role in both patient experience and daily clinic operations. This role is accountable for converting inbound calls and inquiries into booked consultations, collecting Google reviews, delivering an exceptional patient experience across phone, email, and in-person interactions, and supporting clinic revenue through in-clinic upselling.

This position also manages front desk operations including inventory coordination, payment processing, calendar management, and team coordination. You will work closely with clinicians, technicians, and other team members to ensure the clinic operates efficiently.

This is not an entry-level role and is designed for experienced professionals who are comfortable being accountable for outcomes.

Success in this role requires

independent judgment, professional maturity, and the ability to manage competing priorities without supervision.

We are seeking a

long-term team member committed to growth and stability.

About Us

Our mission is to impact the confidence of people struggling with hair loss, scalp conditions, and persistent health symptoms through personalized, preventative, and corrective solutions.

Vision:

Transform 3,000 lives each year

Core Values:

Inspirational o Disciplined o Accountable o Transparent o Aligned o Results-Oriented

We don't just provide services--we change lives.

Role Objectives (What You Achieve)

Patient Experience Excellence:

Deliver a welcoming, professional, and consistent experience across all patient touchpoints.

Inquiry Conversion:

Convert inbound calls and inquiries into booked consultations through clear communication and value-based conversations.

Schedule Optimization:

Maintain a full, well-managed calendar while minimizing avoidable no-shows and cancellations.

Upsell & Cross-Sell:

Identify patient needs and confidently recommend additional products and services that improve outcomes.

Social Proof:

Proactively generate authentic Google Reviews from satisfied patients.

Operational Excellence:

Maintain strong front desk operations across inventory, payments, scheduling, and team coordination.

Key Responsibilities (How You Deliver)

Manage inbound calls and inquiries from first contact through consultation booking. Confirm consult readiness by collecting intake forms, securing payments, and ensuring accurate patient records. Build and manage waitlists, backfill cancellations, and optimize daily scheduling. Process payments accurately and maintain clean, complete patient files. Coordinate with clinicians, technicians, and team members to ensure smooth daily operations. Handle patient concerns calmly and professionally, resolving issues in a timely manner Actively request Google Reviews from patients seeing results. Identify upsell opportunities and recommend relevant products or services during patient visits.

Scorecard & KPIs (Measured Bi-Weekly)

Service Show Rate:

? 85% (stretch goal 90%+)

Inquiry ? Consultation Conversion:

? 80%

No-Show Rate:

? 8% (with <24-hour cancels ? 5%)

Email Response Time:

? 1 business day

Data Quality:

98% complete patient files

Upsell Revenue Contribution:

Average ? $280 per day

Google Reviews:

21 authentic new reviews per month

Competencies (Who You Are)

Sales Acumen with Integrity:

You enjoy sales and influence with empathy, helping patients see the value of investing in their care.

Operational Discipline:

You thrive in structured environments and consistently follow systems, checklists, and procedures.

Calm Problem-Solver:

You de-escalate concerns professionally and provide clear, timely solutions.

Data-Driven:

You track performance, follow metrics, and improve outcomes based on numbers.

Ownership Mindset:

You take responsibility for results, not just tasks.

Tech-Confident:

Comfortable using CRM systems, scheduling software, payment portals, and Microsoft 365 or Google Workspace.

Growth Mindset & Personal Development (Non-Negotiable):

You are genuinely committed to personal, professional, and financial growth and thrive in a high-performance, high-accountability environment. This role is not suited for individuals seeking routine, low-expectation work.

Professional Maturity:

Demonstrates reliability, sound judgment, emotional intelligence, and contributes to a respectful, drama-free workplace.

Experience & Education

Additional qualifications:

Demonstrated success in sales or high-end client services with direct revenue responsibility. Proven track record of exceeding performance goals in fast-paced, high-volume environments. Strong organizational skills and operational effectiveness required to succeed in a busy role. Exceptional communication and interpersonal skills delivering a high-quality client/patient experience.

Work Schedule

Full-time, 8-hour shifts with a paid 1-hour lunch. Rotating coverage to support extended clinic hours: Morning Shift: 8:00 AM - 4:00 PM Evening Shift: 12:00 PM - 8:00 PM Alternating Saturdays required, balanced with weekday flexibility.

Compensation & Benefits

Base Salary:

CAD $50,000-$55,000

Performance Bonus:

Monthly, up to 10% of base salary tied to KPI achievement

Commission:

15% on referrals Extended health benefits, paid PTO and vacation, paid lunch breaks Ongoing professional training and advancement path to

Clinic Operations Manager

30/60/90 Day Success Plan

30 Days:

Master SOPs, establish baseline KPIs

60 Days:

Improve show rate by 5 points, reduce no-shows, Improve inventory management, and secure first wave of Google Reviews.

90 Days:

Consistently hit and exceed metrics targets

Career Path

Patient Services & Operations Coordinator ? Clinic Operations Manager

Job Types: Full-time, Permanent

Pay: $50,000.00-$55,000.00 per year

Application question(s):

Do you have at least 3 years of experience in a professional, client-facing role where you were accountable for measurable outcomes (such as sales, conversions, retention, or operational KPIs)? Are you comfortable making day-to-day decisions independently, managing competing priorities, and being held accountable for results without constant supervision? Are you motivated by continuous personal, professional and Financial growth in a high-expectation environment?
Work Location: In person