-
Client Experience Team Member
Description
About Stem Health
Stem Health is reimagining the primary care experience for individuals who want a more thoughtful relationship with their health. Physician-led and membership-based, we combine medical excellence with the warmth of hospitality anchored in a beautifully designed flagship clinic at First Canadian Place, opening September 2026. Our care model is relationship-based, data-informed, and built on time, trust, and exceptional service.
Position Summary
As a Client Experience Team Member, you are one of the first and last people a Stem Health member interacts with and that interaction sets the entire tone of their visit. You are warm without being informal, attentive without being intrusive, and efficient without making anyone feel rushed.
Reporting to the Clinic Manager, you will support the client experience at our flagship clinic at First Canadian Place, helping members move through their visits seamlessly while maintaining the atmosphere and standard that define the Stem Health experience. This is not a traditional reception role, it is a hospitality-first position where how you show up is as important as what you do.
Key Responsibilities
Member welcome and arrival
- Warmly greet and welcome members upon arrival, creating an immediate sense of ease and belonging.
- Guide members through their check-in process smoothly, confirming appointment details and ensuring they feel informed and prepared for their visit.
- Anticipate member needs and respond proactively whether that is offering a beverage, answering a question, or simply being present with a calm, attentive demeanor.
Scheduling and front-desk coordination
- Manage appointment check-ins, scheduling adjustments, and front-desk coordination in real time.
- Communicate appointment flow and timing to clinical teams, ensuring smooth transitions between arrival, care, and departure.
- Handle phone and email inquiries with professionalism, warmth, and clarity.
- Support the Medical Office Administrator with day-to-day scheduling and administrative tasks as needed.
Space and atmosphere
- Maintain the reception and waiting areas to the highest standard, clean, organized, beautifully presented, and always ready for the next member.
- Monitor the atmosphere of the front-of-house and make small adjustments lighting, refreshments, ambiance to uphold the Stem Health environment throughout the day.
- Ensure all member-facing materials, signage, and collateral are current and properly displayed.
Member feedback and issue resolution
- Handle member inquiries, concerns, and feedback with discretion, empathy, and genuine care.
- Escalate unresolved issues to the Clinic Manager in a timely and composed manner.
- Follow up with members post-visit as directed, ensuring every experience ends as well as it begins.
Administrative support
- Assist with back-of-house administrative tasks including data entry, filing, and member record updates.
- Support the team with any clinic operations tasks that contribute to a smooth, well-run day.
Qualifications & Experience
- 1–3 years of experience in a front-of-house, client service, or hospitality-focused role in healthcare, luxury hospitality, or premium retail is ideal.
- Exceptional interpersonal skills poised, warm, and articulate in every interaction.
- Strong attention to detail with the ability to stay calm, organized, and composed under pressure.
- Experience with appointment scheduling software or EHR systems is an asset.
- Professional appearance and demeanor with a genuine client-first mindset.
- Comfortable working as part of a multidisciplinary team in a dynamic clinical environment.
- Reliable, punctual, and consistent you set the standard every shift, not just when it is convenient.
Ideal Candidate
You are someone who genuinely enjoys making people feel welcome. You notice the small things: the member who looks uncertain, the waiting area that needs a quick reset, the team member who needs a hand. You bring warmth and professionalism in equal measure, and you take quiet pride in the fact that every person who walks through the door leaves feeling well looked after. You do not need to be in the spotlight to do excellent work.
Why Join Stem Health
- Be part of the founding team at a physician-led, membership-based clinic opening at First Canadian Place in September 2026.
- A beautiful, wellness-forward clinic environment with high-end design a workplace as carefully considered as the care we deliver.
- The chance to help shape the first and last impression of a next-generation healthcare experience in Canada.
- A supportive, collaborative culture with clinical and non-clinical teams who are invested in doing this right.
- Meaningful work you will play a direct role in how members feel about their health and their care.