Patient Experience & Journey Navigation

At La Vie Executive Health Centre, we transcend the conventional medical setting – we embody a sanctuary of excellence in private healthcare. Boasting a cadre of esteemed physicians, specialists, and healthcare professionals, we take pride in being the go-to destination for individuals seeking an elevated standard of healthcare service. Recognizing that healthcare isn't a one-size-fits-all scenario, we are dedicated to providing customized solutions that align with your distinct needs.

The Role The Care Concierge Manager serves as the member's primary non-clinical account and relationship manager after activation into ongoing care. The role maintains longitudinal visibility across requests, appointments, referrals, results, clinician follow-through, preventive care, specialty programs, and service commitments.

The Care Concierge Manager coordinates ownership across the Care Pod and supporting teams, anticipates service risk, communicates proactively, and ensures closed-loop follow-through without independently providing clinical advice or interpreting clinical information.

Core Responsibilities

- Member Onboarding & Relationship Management: Lead seamless handoffs from Sales/Assessment teams; introduce members to their Care Pod, set service expectations, confirm communication preferences, and maintain continuous oversight of the end-to-end member journey.
- Service Coordination & Clinical Navigation: Receive, classify, track, and route all incoming member requests. Facilitate routine and urgent scheduling, monitor outgoing referrals, track missing lab/imaging reports, and coordinate clinician callbacks to ensure no detail falls through the cracks.




- Proactive Engagement & Preventive Care: Track and ensure completion of Annual Preventive Assessments (APAs) and wellness milestones. Monitor engagement indicators, conduct proactive outreach for disengaged members, and coordinate routine touchpoints.
- Service Recovery & Escalation: Actively identify members experiencing service delays or unresolved issues. Manage the At-Risk workflow, handle complaints with empathy and objectivity, and track recovery actions to resolution.
- Specialty Program & Administrative Support: Partner with Program Concierges during specialty care journeys, coordinate member billing and medical record requests with Finance/Admin, and manage cross-departmental administrative needs.
- Portfolio Control & Operational Rigor: Manage day-to-day portfolio risk using system dashboards, Red/Amber/Green status indicators, and SLA tracking. Maintain accurate documentation in approved systems while strictly adhering to privacy and non-clinical role boundaries.

Required Qualifications
- A university degree or advanced diploma in business administration or healthcare administration.
- 2–5 years of experience in account management, customer success, patient navigation, healthcare administration. Healthcare experience is strongly preferred.
- Demonstrated experience managing a client or member portfolio with competing priorities,



service commitments, and multiple internal stakeholders.
- Strong relationship-management skills with demonstrated proactive engagement, risk identification, issue resolution, retention-oriented service, and closed-loop follow-through.
- Solid scheduling, organization, prioritization, and follow-through skills with exceptional attention to detail.
- Excellent written and verbal communication, active listening, judgment, and ability to navigate sensitive conversations with empathy and professionalism.
- Strong analytical and organizational skills with the ability to use dashboards, risk indicators, overdue work, and service data to prioritize action.
- Proven ability to resolve service issues, coordinate across teams, manage competing priorities, and escalate appropriately.
- Proficiency with EMR, scheduling, and digital communication platforms. Experience maintaining accurate portfolio or account data is strongly preferred.
- High emotional intelligence, discretion, accountability, and strong understanding of privacy, confidentiality, documentation standards, escalation protocols, and non-clinical role boundaries.

This is for an open vacancy. La Vie does not use AI in our recruiting or hiring processes.

Pay: $25.00-$30.00 per hour

Benefits

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Ability to commute/relocate:
- Oakville, ON: reliably commute or plan to relocate before starting work (required)

Application question(s):
- This is an onsite role. Are you willing to commit to working onsite 5 days a week?

Work Location: In person

📌 Medical Concierge Account Manager (Oakville)
🏢 La Vie Executive Health Center
📍 Oakville