About Skinfolio

Skinfolio Medical Inc. is a physician-led medical aesthetics clinic focused on personalized, results-driven care. We combine advanced aesthetic technologies, medical-grade skincare, and professional education to help clients confidently address their skin and body concerns.

We are seeking a warm, organized, and performance-driven Patient Coordinator to create an exceptional experience throughout every stage of the client journey—from the first inquiry and initial booking to treatment follow-up, rebooking, and long-term retention.

Position Summary The Patient Coordinator is the main point of contact between clients and Skinfolio’s clinical team. This role is responsible for managing appointments, responding to inquiries, supporting consultations, coordinating treatment plans, following up with leads and existing clients, and maintaining an organized and welcoming clinic environment.

The ideal candidate is confident discussing treatments, pricing, packages, memberships, and medical-grade skincare while ensuring recommendations remain professional, appropriate, and client-focused.

Key Duties and Responsibilities Client Experience

- Welcome clients warmly and provide a professional, attentive clinic experience.
- Manage client check-in and checkout efficiently and accurately.
- Respond to inquiries by phone, email, text, website chat, and social media within established response-time expectations.
- Answer general questions about treatments, pricing, appointments, promotions, packages, memberships, and clinic policies.
- Communicate clearly and professionally while protecting client privacy and confidentiality.
- Manage client concerns calmly and escalate clinical or service-related issues to the appropriate team member.
- Support clients throughout their journey and help them understand their next recommended steps.

Appointment and Schedule Management
- Schedule, confirm, reschedule, and cancel appointments accurately.
- Match clients with the appropriate provider, treatment, appointment length, and location.
- Confirm required deposits, consultation fees, forms, and pre-treatment instructions.
- Review upcoming schedules and proactively address gaps, cancellations, and scheduling conflicts.
- Maintain and manage the cancellation list.
- Contact clients to fill last-minute openings and maximize provider utilization.
- Ensure appointments are properly categorized and documented in Zenoti.
- Coordinate physician, nurse, and technician schedules as required.
- Follow clinic cancellation, deposit, refund, package, and membership policies consistently.

Lead Management and Consultation Support
- Respond promptly to new client inquiries and guide prospective clients toward the appropriate consultation or service.
- Collect relevant non-clinical information to help determine the correct appointment type.
- Track new leads and complete follow-up activities within established timelines.
- Follow up with clients who have completed consultations but have not yet booked treatment.
- Coordinate treatment-plan scheduling and help clients understand pricing, packages, financing options, and appointment requirements.
- Document all client communications and follow-up activities accurately.




- Identify when a question requires clinical advice and refer it to a physician, nurse, or technician rather than providing medical advice.

Rebooking and Client Retention
- Encourage clients to schedule their next recommended treatment before leaving the clinic.
- Review recommended treatment timelines and support clients in maintaining their treatment plans.
- Follow up with clients after consultations, treatments, missed appointments, and incomplete booking inquiries.
- Contact lapsed clients according to approved retention and reactivation campaigns.
- Support membership renewal, package utilization, and treatment-maintenance reminders.
- Build long-term relationships through personalized and consistent communication.
- Contribute to rebooking, retention, and client-satisfaction targets.

Sales and Revenue Support
- Educate clients about appropriate services, packages, memberships, promotions, and medical-grade skincare.
- Present treatment and product options clearly without using high-pressure sales tactics.
- Process treatment, package, membership, gift card, and retail transactions accurately.
- Confirm payment plans, deposits, balances, package usage, and membership benefits before completing transactions.
- Identify opportunities to support clients’ treatment goals through appropriate cross-recommendations.
- Contribute to clinic sales, booking-conversion, rebooking, retail, and retention goals.
- Ensure all recommendations prioritize client needs, suitability, and safety.

Administrative and Clinic Support
- Maintain accurate client profiles, contact information, forms, notes, consent status, and communication preferences.
- Process payments, refunds, exchanges, discounts, and account adjustments according to clinic policy and authorization requirements.
- Balance daily transactions and report discrepancies promptly.
- Maintain a clean, organized, and welcoming reception and retail area.
- Monitor office and retail supplies and report low inventory.
- Support inventory counts, product displays, incoming shipments, and promotional setup.
- Assist with client events, education sessions, marketing campaigns, and clinic promotions.
- Complete opening and closing duties according to clinic checklists.
- Participate in team meetings, training, coaching, and performance reviews.
- Support other team members and locations when operationally required.

Required Education and Qualifications
- High school diploma or equivalent.
- Minimum of one years of experience in customer service, reception, hospitality, luxury retail, sales, healthcare, wellness, or medical aesthetics.
- Solid written and verbal communication skills.
- Comfortable using booking software, email, payment systems, and standard office applications.
- Ability to manage confidential client information professionally.
- Legally authorized to work in Canada.

Preferred Qualifications
- Previous experience in a medical aesthetics,



dermatology, plastic surgery, dental, wellness, or luxury-service environment preferred
- Experience with consultative sales, lead follow-up, memberships, packages, or client-retention programs.
- Knowledge of aesthetic treatments and medical-grade skincare.
- Additional language skills are considered an asset but are not required.

Skills and Attributes
- Warm, polished, and professional communication style.
- Strong attention to detail and commitment to accuracy.
- Excellent organization and time-management skills.
- Comfortable discussing pricing and asking clients to book their next appointment.
- Ability to manage multiple priorities in a busy clinic environment.
- Confident handling phone calls and client concerns.
- Strong judgment and understanding of when to escalate clinical questions.
- Reliable, punctual, accountable, and receptive to coaching.
- Able to work independently while contributing positively to the team.
- Results-oriented without compromising client care or ethical standards.
- Able to perform the essential duties of the position, with reasonable accommodation where required.

Performance Expectations Performance will be evaluated based on:
- Client experience and satisfaction.
- Inquiry response time.
- New-lead booking and consultation conversion.
- Rebooking and client-retention rates.
- Schedule utilization and cancellation recovery.
- Accuracy of bookings, transactions, and client records.
- Appropriate package, membership, and retail performance.
- Quality and completion of client follow-up.
- Attendance, punctuality, teamwork, and policy compliance.

Sales results will never take priority over client safety, honest communication, appropriate recommendations, or client trust.

What We Offer

- Competitive hourly compensation.
- Performance-based bonus opportunities.
- Ongoing treatment and product education.
- Employee pricing on eligible treatments and skincare.
- Opportunities for professional growth.
- Supportive, collaborative, and education-focused clinic setting.
- [Health benefits, paid training, paid vacation, parking, transit access, or other benefits, if applicable.]

Schedule Requirements Candidates must be available to work Weekdays, including evenings and or weekends, if applicable. This position may require occasional coverage at both Skinfolio locations.

How to Apply

Please submit your résumé and a short cover letter outlining:
- Your relevant client-service, healthcare, hospitality, or medical aesthetics experience.
- Your experience with appointment booking, client follow-up, or consultative sales.
- Your weekly availability.
- Your preferred Skinfolio location.
- Why you are interested in working in medical aesthetics.

Professional references may be requested during the interview process. Skinfolio Medical Inc. is committed to providing an inclusive and respectful workplace. Employment decisions are based on qualifications, experience, performance, and the requirements of the position. Accommodation is available throughout the hiring process upon request.

Pay: $20.00-$25.00 per hour

Expected hours: 40.0 per week

Benefits

- Company events
- Extended health care
- On-site parking
- Vision care

Work Location: In person

📌 Patient Coordinator (West Vancouver)
🏢 Skinfolio
📍 West Vancouver