CCHS Facility: Cleveland Clinic Canada

Department: Operations & Patient Experience

Supervisor: Senior Manager, Executive Health & Concierge Services

Job Title: Client Care Coordinator

ABOUT CLEVELAND CLINIC

As a global, academic medical Centre, Cleveland Clinic has provided world class patient care to people from around the world since 1921. Cleveland Clinic Canada, the Canadian location of the Cleveland Clinic, opened in 2006 and has two locations in downtown and midtown Toronto. Our multi-disciplinary team of clinicians provide a variety virtual and in person services to help our patients’ age well and move better. To learn more visit www.clevelandclinic.ca.

GENERAL SUMMARY:

Cleveland Clinic Canada is seeking a Client Care Coordinator with a target-oriented approach with a “Patients First” mentality to join our agile team. The role of the Client Cara Coordinator involves coordinating patient care appointments, making outreach calls to potential patients, converting inquiries into confirmed bookings, and ensuring efficient scheduling. A key responsibility is meeting daily, weekly, and monthly booking targets. The ideal candidate will be motivated, goal-driven, and highly organized, with a passion for patient care and the ability to work with Excel to analyze and report booking metrics.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Scheduling & Appointment Coordination:

- Book patient appointments for their day of care, ensuring all necessary details are captured accurately and efficiently.
- Coordinate with clinical teams to confirm availability, ensuring appointments are booked according to patient needs and service requirements.
- Send timely confirmation emails, appointment reminders, and pre-visit instructions to ensure patients are well-prepared.

Meeting Booking Targets:

- Consistently meet booking targets on a daily, weekly, and monthly basis, as outlined by management.
- Take a target-oriented approach to scheduling by ensuring that all available slots are filled and booking efficiency is maximized.
- Track progress against set targets, adjusting strategies and prioritizing efforts as needed to meet or exceed performance goals.




- Report regularly on progress toward meeting booking targets and collaborate with the team to resolve any challenges or gaps.

Outreach & Booking Conversion:

- Convert inquiries or leads into real bookings by providing detailed information about care options and addressing patient concerns.
- Make outreach calls to potential patients to inform them about available services and encourage them to schedule appointments.
- Track and document all outreach efforts, following up as needed to secure bookings.

Patient Communication:

- Send clear, informative emails to patients regarding their upcoming care, including preparation instructions, required forms, and appointment details.
- Provide timely responses to patient inquiries via phone or email, ensuring they are informed and comfortable with their upcoming visit.
- Address any patient questions or concerns regarding their care schedule, providing accurate, empathetic, and professional support.

Patient Support & Follow-Up:

- Provide ongoing support to patients, assisting them with any changes to their appointments or other scheduling-related concerns.
- Follow up with patients after their appointments to ensure satisfaction and gather feedback to improve future scheduling and service.

Documentation & Reporting:

- Maintain accurate records of all patient communications, appointment bookings, and scheduling updates in the system.
- Regularly update booking performance data to ensure targets are being tracked accurately.
- Provide reports on booking metrics and patient scheduling trends to the management team using Excel to analyze and visualize data (e.g., creating Pivot tables, charts, etc.).

Team Collaboration:

- Collaborate with other team members, including clinical staff, providers, and administrative staff, to ensure seamless scheduling and to address any patient-specific needs or requirements.




- Work with Marketing and Business Development teams to brainstorm and implement new strategies for improving booking efficiency and meeting targets.
- Contribute to team meetings, offering insights into improving processes and patient satisfaction.

MINIMUM QUALIFICATIONS:

Education, Knowledge, Skills and Abilities

- Minimum 2-3 years of experience in customer service, patient scheduling, or patient care coordination, with a focus on achieving performance targets.
- Proven experience in a sales or outreach role, converting leads or inquiries into bookings.
- Prior experience in a target-driven workplace (sales, customer service, or similar) is preferred.
- Strong verbal and written communication skills, with the ability to make outreach calls that are persuasive and empathetic.
- Highly organized, with the ability to manage multiple bookings and patient communications efficiently.
- Goal-oriented with experience achieving and exceeding daily, weekly, and monthly performance targets.
- Proficiency with Excel, including the ability to create Pivot tables, charts, and analyze data to track performance metrics and trends.
- Proficiency with scheduling software, Electronic Medical Records (EMR) systems, and general office tools (experience with EPIC is an asset).
- Strong attention to detail and the ability to maintain accurate and up-to-date patient records.

The salary range reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidates’ experience, education, training and alignment with the role’s expectations.

Cleveland Clinic Canada is proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Accommodations are available upon request for all aspects of the recruitment process, including the review of job postings. If you require any accommodations, please let us know.

Job Type: Full-time

Pay: $50,000.00-$52,500.00 per year

Benefits:

- Dental care
- Extended health care
- Paid time off
- Vision care

Work Location: In person

📌 Client Care Coordinator (Toronto)
🏢 Cleveland Clinic Canada
📍 Toronto