Client Experience Team Member

About Stem Health

Stem Health is innovating primary care for individuals seeking a more meaningful connection with their health. Led by physicians and operating on a membership basis, the clinic combines clinical excellence with warm hospitality. Located in a sophisticated flagship clinic at First Canadian Place, opening in September 2026, the care approach focuses on building relationships using data, ample time, trust, and exceptional service.

Role Summary

As a Client Experience Team Member, you will be among the first and last points of contact for members, setting a welcoming and professional tone. Your demeanor will be attentive and courteous without being overbearing, efficient but never rushed, providing a hospitality-driven client experience that elevates each visit.

Key Responsibilities

• Warmly greet and assist members as they arrive, ensuring they feel comfortable and valued.
• Guide members through the check-in process smoothly, verifying appointment details and making sure they are informed.
• Proactively anticipate and respond to member needs, whether offering refreshments, answering inquiries, or providing calm presence.
• Manage real-time appointment check-ins, scheduling updates, and front desk coordination.
• Communicate appointment progress and timing to clinical staff to facilitate seamless transitions.
• Handle telephone and email communications professionally and warmly.
• Provide administrative assistance to the Medical Office Administrator as necessary.
• Maintain cleanliness, organization, and presentation of reception and waiting areas to uphold high standards.
• Adjust environmental factors such as lighting, refreshments, and ambiance to sustain the preferred atmosphere throughout the day.
• Ensure all member-facing materials and signage are up-to-date and well-displayed.
• Respond thoughtfully and empathetically to member feedback, questions, and concerns.
• Escalate unresolved matters to the Clinic Manager promptly and calmly.
• Conduct follow-ups with members after visits as instructed to ensure positive closure.
• Support back-office administrative duties including data entry, filing, and updating member records.
• Contribute to daily clinic operations to enable smooth functioning.

Qualifications and Experience

• Between one to three years of prior experience in front-of-house, client service, or hospitality roles within healthcare, luxury hospitality, or premium retail sectors.
• Excellent interpersonal abilities, consistently warm, poised, and clear in communication.
• Detail-oriented with capacity to remain organized and composed under pressure.
• Familiarity with appointment scheduling software or electronic health record (EHR) systems is advantageous.
• Professional look and attitude paired with a genuine client-centered approach.
• Ability to collaborate effectively within diverse clinical teams.
• Demonstrates reliability, punctuality, and consistently high standards during every shift.

Ideal Candidate Attributes

This role suits someone who naturally enjoys welcoming others, noticing small details such as a member in need of reassurance or maintaining a tidy waiting area. Warmth and professionalism are equally embodied, taking quiet pride in ensuring every visitor feels well cared for without needing attention or spotlight.

Why Join Stem Health

• Opportunity to join the founding team of a physician-led, membership-based clinic launching in September 2026 at First Canadian Place.
• Work in an exquisitely designed, wellness-oriented clinic setting fostering both patient comfort and employee satisfaction.
• Be part of creating a new standard for healthcare interactions in Canada, focusing on the patient experience.
• Collaborative and supportive team environment including clinical and administrative professionals passionate about quality care.
• Engage in meaningful work influencing how members feel about their health and care journey.