Manager, Patient Experience
ML6 View all jobs
- Surrey, BC
- $95,000-115,000 per year
- Permanent
- Full-time
- Deliver hands-on training and coaching to front desk teams, CDAs, and clinic staff on patient experience standards
- Run in-clinic workshops (e.g., phone etiquette, patient greeting, service recovery, handoffs) across groups of clinics
- Partner with Regional Managers and Clinic Leaders to reinforce expectations and drive accountability
- Observe workflows in-clinic and provide real-time feedback to improve patient interactions
- Support rollout of SOPs, scripts, and tools developed by the Director of Patient Experience
- Identify recurring breakdowns in communication, service delivery, and patient handling
- Act as a field-level problem solver, stepping into clinics where patient experience issues arise
- Support resolution of patient complaints and negative experiences with structured follow-up
- Monitor adherence to service standards and escalate gaps where needed
- Contribute feedback to continuously refine and improve the broader patient experience model
- 4-8+ years of experience in customer service, patient experience, hospitality, or clinic operations
- Comfortable working directly with frontline teams in a coaching and training capacity
- Strong interpersonal skills - able to influence, coach, and build trust quickly
- Highly practical and action-oriented - you focus on what actually works in the field
- Experience in dental, healthcare, hospitality, or retail environments preferred
- Willingness to travel between clinic locations
- Strong observation skills and ability to identify gaps in real-time service delivery
- Energetic, hands-on, and comfortable rolling up your sleeves