Lead Member Experience Coordinator - Leslieville

at  Juno Veterinary

Our mission is to build the next generation of animal care for the modern world. Our Vision is to provide a standard of veterinary care that is as stellar for the pets we treat as it is for the people who love them.
We are looking for a Lead Member Experience Coordinator (MEC) to join our in-Clinic team and be a part of the clinic’s ‘founding team’. This position would be most like a ‘Host’ or ‘Veterinary Reception’ in other clinic settings. Reporting to the clinic’s Practice Manager, this leadership role will be building their skill set to coach, develop and motivate the team of MECs in the clinic. This role will also work closely with the other leaders in the clinic to ensure consistency in communication, feedback and the on-going support of the team in order to be able to offer the best care possible for our Members and in order to continue to elevate the team’s job love.
The leader in this role will work with the Practice Manager to build and develop an exceptional team of MECs. This position will also help you to fine tune your communication skills and is ideal for someone who thrives in a cross-functional team with continuous opportunities to grow your leadership skills.
In this role, we are looking for a leader and teacher who is passionate about pets and the people who love them, and someone who is excited about coaching and mentoring a team to help us bring our mission to life as we grow.

OUR PROMISE TO YOU:

• Full benefits package including access to mental health support, continuing education, and mentorship opportunities
• A collaborative team who has your back and will welcome you as part of the pack
• Time for you and your loved ones: great PTO, discounted Juno Vet services for pets
• An opportunity to make a positive impact for those around you
  The starting wage range for this position is $22 - 26 / hour . Our wage offered may vary based upon experience, skillset and years of service, all of which will be assessed throughout the interview process.
  We’re looking for people who are not just team players, but also leaders. If you’ve made it this far, you’re probably looking for something pretty awesome. So were we — let’s meet.
  The role of Lead MEC at Juno may require evening and weekend work, as well as working closely with team members who are working with Members who may be experiencing emotional distress and/or frustration, as well as managing challenging members and patients. This position will be based in our clinic with occasional travel required locally for training and cross functional meetings with our Clinic Support Centre team. This position may require lifting and moving of packages of various weights and sizes.
  Juno Veterinary is committed to providing an equal employment opportunity for all candidates and employees. Our goal is to be inclusive, diverse, and representative of the communities where we work while creating an environment where every person can enjoy a positive and successful career. This commitment applies to all candidates and employees regardless of race, ethnicity, citizenship, creed, place of origin, religion, sex, gender identity, gender expression, sexual orientation, family status, marital status, disability, age, and any other protected characteristic.
  Requests for accommodation due to a disability or any other protected characteristic can be made at any stage of the recruitment process and throughout employment by contacting our People Operations team. If you have feedback on how to make our recruiting process more equitable or accessible, please let us know

• Help to lead, coach and teach a team of passionate MECs through on-going development and communication
• Lead by example by being both a student of leadership and a teacher of skills
• Be the liaison between the ‘front of house’ and the medical care team
• Communicate clearly with the Virtual Care team to ensure appointments and follow-up are clear and that all teams are on the same page for member appointments as well as tracking estimates
• Manage quality of member communications and responses across all platforms and work closely with technology
• Translate anecdotal customer feedback into Member Experience opportunities
• Provide an exceptional experience to all members and potential members by being the first point of contact in clinic and ensuring members and their pets are welcomed and ready for their appointment
• Support the Practice Manager to identify areas of improvement for the MEC team as well as celebrate successes each and every day
• Remain open to feedback and be coachable in your relentless pursuit of being better in order to best support the team;
• Identify talent and be a point of contact for MEC recruitment and interviewing through to the onboarding process
• Identify development and training opportunities for the MEC team, and work with the Practice Manager to build out development plans for the MEC team
• Represent for the MEC team to ensure that they feel heard and their perspective is visible during leadership discussions
• Collaborate with the MEC team to ensure regular cadence of communication and that all MECs understand and acknowledge updates relevant to the clinic team
• Always representing a ‘best in class’ standard of care and service
• Support the MEC team with opportunities for ongoing training
• Be a leader of the Juno Brand Tenets in action to support the MEC team to have maximum job love
• Step in and help coach conflict resolution among team members collaborating with People Operations as needed
• Lead and participate in activities that support the well-being of the in-clinic team to ensure the health and wellness of the team is always top of mind
• Support the Practice Manager with inventory, supplies, snack and product supply ordering
• Foster an environment of continuous learning, improvement and excellence