Concierge Services jobs in Ottawa, ON

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.
• Strong 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

Expected hours: 40.0 per week

Benefits:

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

Ability to commute/relocate:

• Kanata, ON K2K 3G5: 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