Job Description:
Euclid Telehealth is seeking a Team Lead, Clinic Support Team, who is passionate about delivering exceptional patient care while leading by example. This remote, Alberta-based role combines leadership with hands-on Clinic Support Team responsibilities, providing day-to-day guidance, coordinating workflow, supporting team development, and ensuring the timely completion of patient follow-up, physician communication, referrals, and clinical documentation. The successful candidate will foster a collaborative, patient-focused team culture while embodying Euclid's core values of caring, excellence, initiative, and teamwork.
We believe every Canadian should have access to the specialized medical expertise that can preserve their vision for as long as possible. At Euclid Telehealth, we focus on eye disease screening for the leading causes of vision loss and blindness, such as glaucoma, diabetic retinopathy, macular degeneration, and others. Our mission is to provide ocular health screening to everyone and ultimately eliminate preventable vision loss and blindness through the early detection of eye disease, by providing expert Ophthalmic care in a convenient, modern way.
Your responsibilities as Team Lead, Clinic Support Team will include, inter alia:
Team Leadership & Support
· Lead and actively participate in the day-to-day operations of the Clinic Support Team and act as the first point of contact for team questions, escalations, and workflow support.
· Continue to perform Clinic Support Team responsibilities while providing coaching and mentorship to team members to foster growth, accountability, and continuous improvement.
· Coordinate team schedules and workload distribution while ensuring the accurate and timely completion of post-assessment patient care activities, including preparing and distributing consultation reports, processing referrals, communicating with patients and referring providers, scheduling follow-up and telemedicine appointments, facilitating prescription requests, maintaining accurate documentation in the EMR, corresponding with ophthalmologists as required, and following up on outstanding referrals.
· Foster a collaborative, patient-focused team environment by actively contributing to daily operations while supporting operational priorities and service standards.
· Being accessible for on-call support and assistance to OMDs and MD Designates after hours and on weekends.
Clinical Process Oversight & Quality Assurance
· Lead and actively participate in the Clinic Support Team's post-assessment workflow to ensure timely, accurate, and consistent completion of patient care processes.
· Ensure consultation reports, referral requests, and patient communications are completed accurately and in accordance with established procedures.
· Monitor the quality and timeliness of patient communications, including telephone calls, emails, SMS messages, telemedicine confirmations, and fax correspondence.
· Ensure referrals are processed appropriately and followed up on as required.
· Support the resolution of complex patient inquiries and collaborate with physicians and internal teams when clarification or additional information is required.
· Monitor workflow accuracy within EyeVu (EMR) and ensure documentation meets organizational standards.
· Identify workflow inefficiencies and recommend process improvements to enhance patient care, team efficiency, and operational performance.
Training & Development
· Lead the onboarding and training of new Clinic Support Team members.
· Provide ongoing coaching and mentorship to ensure team members remain knowledgeable on clinical workflows, organizational policies, and best practices.
Collaboration & Reporting
· Collaborate with the Patient Support Team, Vision Care Technicians, Operations, and physicians to ensure seamless patient care throughout the patient journey.
· Attend and actively participate in Euclid Team Huddles, CST Meetings and other meetings as requested.
Your demonstrated skills:
· Outstanding interpersonal and communication skills, balancing empathy, and efficiency to provide excellent patient experience and build strong professional relationships.
· Ability to learn, use critical thinking skills and solve problems.
· Strong organizational and time management skills.
· Attention to detail.
· Proficiency in the use of personal computers and related technology.
· Patient-focused with a professional attitude.
· Ability to multi-task.
· Ability to work with supervision and independently.
· Proven good attendance record.
What your background is:
· 2+ years of experience in patient support, customer service, referral coordination and healthcare administration.
· Confident with technology and able to quickly learn systems (e.g., EMR, Salesforce, RingCentral, Microsoft Office Suite).
· Experience working in ophthalmic or optometric environments is an asset.
· Proven ability to work independently and as part of a team in a remote or hybrid work environment.
Legally able to work in Canada.
Benefits:
- Dental care
- Life insurance
- Paid time off
- Work from home
Work Location: Remote
