Lead Patient Experience Coordinator

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 (décor/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