The Patient Experience Manager is the person most responsible for how Access Orthopaedics feels to the people who walk through its doors. This is a front-of-house leadership role — patient-facing, relationship-driven, and accountability-minded — responsible for the quality of every patient interaction, the performance of the patient-facing team, and the impression the clinic leaves at every touchpoint.

This role sits alongside the Practice Manager to form the operational leadership pair at Access Orthopaedics. While the Practice Manager owns what happens behind the scenes — referrals, bookings, scheduling systems — the Patient Experience Manager owns what patients see, hear, and feel. Together, these two roles cover the full patient journey from first contact to final follow-up.

This is a role for someone with genuine warmth and high standards — someone who notices when the waiting room feels off, who steps in before a patient complaint becomes a formal issue, and who builds the kind of team culture where staff take pride in the experience they deliver. It also carries a meaningful physician engagement component, supporting senior leadership in cultivating the referral relationships that are central to the clinic’s growth.

Roles and responsibilities include:

KEY RESPONSIBILITIES

1. Patient Experience & Journey

Own the end-to-end patient experience at Access Orthopaedics — setting the standard for every patient touchpoint and holding the team to it consistently.

- Define and maintain the patient experience standard at Access — from first impression at reception through to post-appointment follow-up
- Monitor patient flow throughout the clinic day, identifying and resolving friction points before they escalate
- Own patient complaints and escalations — responding promptly, resolving thoughtfully, and feeding learnings back into process and team coaching
- Conduct regular reviews of patient satisfaction data and translate findings into tangible improvements




- Champion a culture of patient-first thinking across the front-of-house team — modelling the standard and holding it consistently

2. Team Leadership Directly lead the Patient Care Coordinator team — providing the day-to-day direction, coaching, and accountability that enables the team to perform at a high level.

- Manage the day-to-day performance and scheduling of the Patient Care Coordinator team
- Provide regular coaching, feedback, and development support to team members — building capability and confidence across the group
- Conduct performance reviews and set explicit, measurable expectations aligned with patient experience and operational standards
- Lead onboarding and orientation for new front-of-house team members — ensuring they understand the standard from day one
- Identify and address performance concerns early, working with Zabin on any formal processes
- Foster a team culture defined by accountability, warmth, and continuous improvement

3. Waiting Room & Physical Environment Take ownership of the physical patient environment at Access — ensuring the clinic presents well at all times and that the physical experience reflects the quality of care being delivered.

- Maintain oversight of the waiting room and patient-facing areas — ensuring cleanliness, comfort, appropriate signage, and a welcoming workplace at all times
- Identify and escalate facilities or maintenance issues that affect the patient experience
- Manage patient-facing materials — brochures, forms, wayfinding — ensuring accuracy and a consistent brand presentation
- Work with the Director of Operations on any physical environment improvements or updates

5.



Operational Collaboration & Continuous Improvement Work closely with the Practice Manager and broader leadership team to ensure the front and back of house operate as a cohesive, well-functioning unit.

- Maintain a strong working relationship with the Practice Manager — coordinating on patient flow, scheduling impacts, and shared team issues
- Participate in operational planning and leadership team discussions, contributing a patient experience lens to decisions
- Identify process improvement opportunities and champion their implementation
- Contribute to reporting on patient experience metrics, complaint trends, and team performance
- Support GHS-level initiatives and projects that intersect with the patient experience function

WHAT SUCCESS LOOKS LIKE In the first 90 days, the Patient Experience Manager will have built trust with the front-of-house team, established a clear picture of the current patient experience standard, and identified the highest-priority improvements. At the one-year mark, success looks like: a front-of-house team that is high-performing, well-coached, and proud of what they deliver; patient satisfaction scores that are consistently strong and trending upward; a complaints process that is responsive and feeds visibly into improvement; and physician relationships that are warm, well-maintained, and contributing to referral growth.

Access Orthopaedics is Calgary’s trusted destination for specialized musculoskeletal care, dedicated to improving the quality of life for our patients by providing pathways to accessible, comprehensive treatment options. Our clinic combines a multidisciplinary approach with state-of-the-art technology, offering a full spectrum of orthopaedic and rehabilitation services designed to address every stage of the patient’s journey.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits

- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Work Location: In person

📌 Patient Experience Manager (Calgary)
🏢 Gateway Health Solutions (Gateway Surgery and Access Orthopaedics)
📍 Calgary