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Patient Experience Lead & Medical Office Assistant (MOA)
Location: Langley, BC (in-person)
Job type: Full-time, permanent
Sorora Medical & Laser is hiring a confident, organized, and emotionally intelligent professional to become the operational heart of our clinic. In this hybrid front-of-house and medical office assistant role, you'll keep the clinic running smoothly each day, deliver an exceptional patient experience, and help represent Sorora in the community. It's a chance to take real ownership in an inclusive, physician-led environment that values both results and relationships, with genuine room to grow as we do.
About Sorora
Sorora Medical & Laser is a physician-led medical and laser aesthetics clinic in Langley's Willoughby community, serving patients across the Fraser Valley. Founded and led by Dr. Sandeep Basanti, a family physician with advanced dermatology training, we pair genuine medical expertise with one of the most comprehensive treatment suites in the region. We care for both medical skin conditions and aesthetic goals, and we're proud to be the only clinic in Langley with a dedicated Skin of Color program, providing safe, expert care for every skin type. Guided by our philosophy, "Be Happy Being You," we've built a clinic where clinical excellence meets genuine warmth, and where every team member is trusted, supported, and held to a high standard.
Why you'll love working here
- Work directly with a physician-led team committed to skin health and clinical excellence.
- Learn alongside one of the most advanced aesthetic technology platforms in the Fraser Valley, including the complete Sciton laser suite (HALO, Moxi, BBL, ProFractional, and SkinTyte), InMode Morpheus8, SkinPen microneedling, and medical-grade skincare.
- Ongoing education and training in medical aesthetics, including courses and industry events.
- A supportive team environment that values learning, professionalism, and initiative.
- Genuine opportunity to grow and take on greater responsibility as the clinic expands.
Position Summary
The Patient Experience Lead & Medical Office Assistant is the central coordinating role at Sorora, responsible for the daily operation of both the front of house and the medical office. Entrusted with the secure opening and close-down of the clinic each day, the role is the first point of arrival in the morning and the last to leave, and serves as the primary point of continuity across clinic functions. It reports to the Founder & Operator and works alongside the Medical Director, treatment providers, and the MOA & Medical Schedule Owner, who is present during morning and early-afternoon hours.
This is a hands-on, individual-contributor role with no direct reports. It is, however, highly relied upon: for much of the day, this person is the sole administrative and clinical-support presence in the clinic. The role is best suited to a highly organized, detail-driven professional who can manage competing priorities calmly and accurately.
Beyond day-to-day operations, this person also helps represent and promote Sorora within the local business community.
Key Responsibilities
Opening and securing the clinic
- Open the clinic each morning: complete the schedule-integrity check, prepare treatment rooms, triage incoming messages, and flag outstanding issues to the team before the first patient.
- Close the clinic each evening: reconcile payments, record no-shows, confirm next-day appointments, and ensure the clinic is prepared for the following day.
Front of house and patient experience
- Maintain the aesthetic schedule in Zenoti with full accuracy, ensuring the correct service, provider, and duration for every booking.
- Manage the appointment book proactively to make the most of the clinic's capacity, keeping the schedule full and efficient, minimizing gaps, and ensuring aesthetic patients can be accommodated wherever possible.
- Receive and assist patients professionally and warmly throughout their visit, delivering a consistently excellent standard of customer service from arrival through checkout.
- Manage incoming calls and messages promptly, and oversee the mid-day administrative block.
- Coordinate rebooking at checkout and present recommended home-care products as part of the patient's treatment plan.
Medical office and clinical support
- Complete patient intake, consents, and referrals.
- Turn over treatment rooms between patients, including cleaning, preparation, and restocking.
- Conduct patient calls, including follow-ups, post-treatment check-ins, recalls, and confirmations.
- Take ownership of inventory and supply ordering, exercising sound judgment to keep the clinic well stocked without over-ordering or tying up resources.
- Provide general support to providers to ensure smooth clinical flow.
Clinic promotion and community representation
- Represent Sorora at community and networking events, including Langley Chamber of Commerce events and the clinic's sponsored groups, the Women's Business Network and the Next Gen Network. These take place roughly five to eight times a year, some during regular hours and some outside them.
- Support the clinic's promotional and community-engagement efforts, helping to raise Sorora's profile in the local business community.
Candidate Profile
The successful candidate will demonstrate:
- Exceptional organizational skills and meticulous attention to detail, particularly in scheduling and record accuracy.
- Consistent reliability and punctuality, with a clear understanding that this role opens and closes the clinic and operates with limited coverage.
- The ability to manage multiple competing priorities calmly and accurately in a fast-paced clinical environment.
- A composed, professional manner under pressure.
- An exceptional customer-service orientation, committed to a consistently excellent patient experience.
- Confidence and professionalism in representing the clinic publicly, including at community and networking events.
- A commercial, ownership-minded approach to the schedule, keeping the clinic's capacity full and prioritizing patient access.
- Sound judgment and discretion in handling confidential patient and clinic information, in keeping with PIPA and PIPEDA.
- A direct and constructive communication style, raising concerns appropriately rather than allowing them to affect the wider team.
- A collaborative attitude and a willingness to ask questions rather than make assumptions.
This is a busy, central position that calls for consistent attendance, composure, and discretion. In return, it offers variety, responsibility, and real room to grow alongside the clinic.
What Success Looks Like
Within the first six months, a successful candidate will confidently manage the schedule, support both front-of-house and clinical operations, deliver an exceptional patient experience, and have become a trusted, dependable member of the Sorora team.
Required and Preferred Qualifications
Required:
- Full-time availability, in-person in Langley, including daily opening and close-down of the clinic.
- Willingness to represent the clinic at occasional events, a few times a year, some outside regular hours.
- Demonstrated experience in a front-desk, administrative, or patient/customer-facing coordination role.
Preferred (assets):
- Administrative experience; MOA training or certification is an asset.
- Experience in a medical, aesthetic, or other appointment-based clinical setting.
- Familiarity with Zenoti, Myle, or comparable booking and EMR systems.
- Inventory and ordering experience.
- Use of autoclave
- Experience or comfort with community engagement, networking, marketing, or social media.
Compensation
Hourly rate of $25 to $30, based on experience. We're genuinely open to training the right person, and we'll invest in you to get there. If you're newer to this kind of role, you'd start toward the lower end of the range with full training and support as you build. If you arrive fully experienced and ready to hit the ground running, you'd start toward the upper end. Either way, this is a role with room to grow, and we're looking for someone who wants to grow with us.
What we offer
- Extended health, dental, and vision benefits (through the Langley Chamber of Commerce)
- Staff pricing on treatments and retail skincare
- Continuing-education support, including courses and industry events
- Performance-based bonus tied to clinic goals
- Opportunity to grow as the clinic expands
How to apply
Please submit your resume along with a short note about why this role is right for you. We review applications on a rolling basis.
Sorora is an equal-opportunity employer and welcomes applicants of all backgrounds.
Job Type: Full-time
Pay: $49,000.00-$58,500.00 per year
Benefits:
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Store discount
- Vision care
Work Location: In person
