Client Care Advisor

Description:

Pentland’s Prosthetic & Orthotic Services Inc., operating as Pentland’s Prosthetics & Orthotics Clinic, has been proudly serving the province of British Columbia since 1954. As a long-standing leader in prosthetic and orthotic care, the organization specializes in custom manufacturing, clinical assessments, treatment planning, and ongoing support for individuals requiring prosthetic and orthotic devices. Renowned for its commitment to patient well-being, Pentland’s also played a vital role in the Vancouver 2010 Winter Paralympics, providing prosthetic repair and replacement services to athletes.

The clinic is now seeking a Client Care Advisor for its Vancouver office located at 1450 Kootenay Street, Vancouver, BC. This full-time role offers a dynamic blend of administrative coordination and compassionate client interaction. The Client Care Advisor will play an essential role in ensuring efficient day-to-day operations, exceptional service delivery, and smooth communication between patients, clinicians, and administrative teams.

Key Responsibilities:

• Client and Appointment Management: Greet clients and patients with professionalism and warmth, manage phone inquiries, and schedule appointments efficiently to maintain smooth clinic operations.

• Funding Coordination: Provide clients with accurate and timely information about funding options and assist with follow-ups related to applications with governing agencies and insurance providers.

• Documentation and Form Handling: Prepare, organize, and manage both internal and external documents for clinicians and patients to ensure proper recordkeeping and compliance.

• Billing and Financial Processing: Handle billing for private clients, insurance companies, and government agencies while maintaining strong client relationships.

• Supply and Inventory Oversight: Monitor and order office and workshop supplies as per clinic needs, ensuring smooth operational flow.

• Referral and Relationship Management: Maintain communication with hospitals, physicians, and medical facilities for ongoing referrals and professional collaboration.

• Team Collaboration: Work effectively both independently and as part of a multidisciplinary team, supporting clinicians, technicians, and administrative colleagues.

• Additional Administrative Support: Assist with special projects and duties as assigned by the General Manager.

Qualifications and Skills:

• Passion for Service: Strong dedication to improving clients’ quality of life through empathetic and efficient support.

• Organizational Excellence: Exceptional ability to manage multiple responsibilities in a fast-paced clinical environment.

• Communication Proficiency: Excellent verbal and written communication skills to liaise effectively with patients, healthcare professionals, and team members.

• Attention to Detail: Demonstrated accuracy in appointment coordination, data entry, and billing processes.

• Problem-Solving Ability: Skilled at identifying challenges quickly and implementing practical solutions to improve service delivery.

• Team Spirit: Collaborative and dependable team member who contributes to a supportive workplace culture.

• Experience: Prior experience in healthcare administration or a clinical office setting is preferred.

• Education: Bachelor’s degree preferred, though relevant experience will also be considered.

Training and Development:

• Comprehensive one-month training provided to ensure you are confident and fully equipped for success in your role.

Compensation and Benefits:

• Salary: CAD 42,000 – 45,000 per year (approx. CAD 3,500 – 3,750 per month).

• Work Schedule: Monday, Tuesday, Thursday, Friday (8 AM – 4 PM) and Wednesday (10 AM – 6 PM); 40 hours/week including a paid half-hour lunch break each day.

• Benefits Include:

  • Paid vacation

  • Extended health coverage

  • Monthly team events

  • Performance bonuses

  • RRSP contribution plan