About The Borough Health & Wellness The Borough Health & Wellness is a physician-led medical and wellness clinic in Etobicoke offering primary care, women's health, wellness treatments & services, medical aesthetics, massage therapy, IV therapy, and AlumierMD skincare. We are growing our team and looking for a Patient Experience & Wellness Coordinator who will be the operational and relational backbone of our medical & wellness division.

Role Summary The Patient Experience Coordinator is the first voice, first face, and steady hand behind every patient's experience at The Borough. This is a high-volume, high-touch front desk and patient coordination role across our medical aesthetics, wellness, and allied health services.

This is not a role for someone who wants to sit quietly and process paperwork. You will be on the phone, in front of patients, and in the CRM constantly, moving people from “I have a question” to “I'm booked” to “I'm back for my next visit.” You will work closely with the clinical team to make sure every patient is prepared, informed, and taken care of, and every lead is followed up until it becomes a booked visit or a explicit no.

We are looking for someone with real attention to detail, who is enthusiastic and chatty with patients, who is comfortable being on the phone and converting inquiries into bookings, and who is looking to grow inside a clinic that is scaling fast. You should be entrepreneurial: someone who flags what's broken, suggests a better way, and doesn't wait to be told.

What You'll Do:

Patient Experience & Communication

- Be the first point of contact across phone, email, CRM, and social
- Respond to all new inquiries quickly, aiming for under 10 minutes during business hours
- Guide patients from first inquiry through consultation to booked treatment
- Make every patient feel known, remembered, and followed up with, every time

Booking, Conversion & Sales Conversations

- Book and manage appointments across the full wellness and aesthetics menu: InMode, injectables, IV therapy, RMT, osteopathy, naturopathy, and more
- Get comfortable on the phone converting inquiries into booked consultations,



especially for wellness services
- Reinforce treatment plans and encourage package bookings rather than one-off visits
- Support AlumierMD and Eltraderm skincare retail recommendations naturally at checkout
- Prepare consultation files and confirm intake and consent documentation is complete before every visit

Follow-Up & CRM Management

- Execute structured follow-up across the full patient journey: post-treatment check-ins (48–72 hours), lead nurturing, and lapsed patient re-engagement
- Keep GoHighLevel (GHL) clean and current: pipeline stages, tags, notes, and tracking
- Make sure no lead or patient falls through the cracks

Growth & Program Support

- Support signature wellness programs as they launch and grow
- Coordinate multi-session bookings and track patient progress through a package
- Assist with clinic events, promotions, and patient activations
- Flag friction points and bring ideas for improving patient experience and retention; this clinic wants people who spot what's not working and say so

Medical Administrative Support

- Support scheduling and documentation in Jane App and Telus CHR
- Greet and check in patients with professionalism and warmth; confirm appointment details and validate health card and patient information
- Assist with referrals, requisitions, and patient follow-ups
- Monitor and route incoming faxes, messages, and test results to the right clinician or team member
- Scan, upload, and organize medical documents accurately and on time
- Assist with billing and non-insured invoices at the reception desk as required
- Maintain strict PHIPA compliance at all times

This role is expected to evolve as the medical, wellness, & aesthetics division grows and as your own scope expands.

You're a Fit If:





- You have 2-3 years in a clinic, medspa, or wellness environment
- You have hands-on experience with Jane App; direct experience with Telus CHR is a strong advantage
- Experience with Slack is a plus
- You have sharp attention to detail. Intake forms, consent documentation, and CRM records need to be right every time
- You are enthusiastic and genuinely chatty; you like talking to people and it shows on the phone and in person
- You are confident having natural sales conversations, recommending a package, mentioning a skincare product, or prompting a rebooking feels easy and authentic, not forced
- You are entrepreneurial and proactive: you flag problems, suggest fixes, and don't wait to be told what to do
- You learn fast. This is a high-volume clinic and you'll be expected to pick up systems and workflows quickly
- You take feedback well and treat coaching as part of growing, not as criticism
- You are curious about AI tools and use them to work smarter, whether that's drafting follow-up messages, researching treatments, or finding a better way to do something
- You are passionate about helping people and it comes through in how you talk to patients

Compensation and Perks

- $20-$23/hour depending on experience
- Commission on sale of skincare, memberships, & programs
- Staff discounts on skincare and services
- Paid training on systems and treatments
- Real growth opportunities opportunity inside a clinic that is scaling fast

Job Type: Full-time Pay: $20.00-$23.00 per hour

Expected hours: 40.0 per week

Application question(s)

- Do you have experience working in a medical clinic, medspa, or wellness environment?
- Are you comfortable having natural sales conversations with patients, such as recommending a treatment package or prompting a rebooking?
- Are you able to work in person at our clinic 5 days a week?
- Are you comfortable using CRM or practice management software (e.g. Telus CHR Jane App, Go High Level, Salesforce)? Which platforms have you used?

Experience:
- customer service & front desk: 3 years (required)

Work Location: In person

📌 Patient Experience & Wellness Coordinator (Etobicoke)
🏢 The Borough Health u0026 Wellness
📍 Etobicoke