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 setting.

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 setting

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

Perks

- Casual dress
- Company events
- Extended health care
- Paid time off

Work Location: In person

📌 Receptionist/Administrator (Burnaby)
🏢 Strive Health and Performance
📍 Burnaby