Sprout Family Health - Clinic Administration & Member Experience Lead

About Sprout Family Health

Sprout Family Health is a membership-based family health service in Victoria, BC that is redefining how young families experience healthcare. We’re not a traditional doctor’s office. We’re a comprehensive and coordinated care team—Nurse Practitioners, a Health Navigator (Registered Nurse), Physiotherapist, Occupational Therapist, Speech and Language Pathologist, Clinical Counsellor, and Parenting Coach—all working together, all communicating about your family in real time.

Our founding philosophy is simple: the conditions that burden young families most—metabolic syndrome, anxiety and depression, sleep disruption, musculoskeletal pain, childhood behavioural challenges—are overwhelmingly lifestyle-mediated. Yet the system is built for acute, episodic care, not for the sustained, relational work of real behaviour change. Sprout exists to build the wraparound layer of care that the current system was never designed to provide.

“To go beyond treating illness to cultivate lifelong well-being. Through integrated, preventative care and a focus on building healthier habits, we will empower families to live longer, healthier, and more vibrant lives. And we will do it all with heart, warmth, and a bit of whimsy.”

Our members receive unlimited Nurse Practitioner visits, same-day or next-day access, comprehensive annual health assessments with DEXA body composition scans, personalized Health Report Cards, developmental milestone checks for children, and timely Health Navigator support via text or phone. We offer 30–45 minute appointments—not 10-minute conveyor belt visits—because real care takes real time. We’re based at 555 Superior Street (within the Tall Tree Health Clinic, James Bay) and we’re growing.

The Opportunity

We’re looking for a Clinic Administration & Member Experience Lead to become the operational heartbeat of Sprout. This is the person who makes the whole clinic run—the one who opens the front desk with warmth, keeps the schedule tight, ensures members feel cared for from the moment they walk in, and handles the behind-the-scenes work that enables our clinical team to do what they do best.

This is not a sit-at-the-desk-and-answer-phones role. It’s a builder’s role. You’ll be managing daily clinic operations, onboarding new families, processing payments, coordinating with clinicians, managing supplies and inventory, running reports, and continuously improving systems and workflows. You’ll also play a key role in shaping the member experience—because at Sprout, the admin team isn’t backstage. You’re part of the care team.

If you’re the kind of person who thrives when you can see the direct impact of your work, who finds satisfaction in both checking off a to-do list and envisioning what the list should contain in the first place, and who wants to help build something meaningful from the ground up—this role was designed for you.

The Role

This is a hands-on role for someone who loves both people and systems.

You’ll help run the day-to-day operations of the clinic while creating a welcoming, high-trust experience for families. You’ll work across front-desk coordination, member communication, onboarding, scheduling, billing support, supplies, reporting, and workflow improvement.

This is not a passive reception role. It’s a builder’s role for someone who takes initiative, solves problems, and wants to help shape how a growing clinic runs.

Responsibilities

• Open and close the clinic each day, ensuring the space is clean, stocked, and ready for families
• Manage incoming phone, text, email, and EMR messages, responding directly or routing appropriately
• Keep clinician schedules, appointments, and calendars accurate and up to date
• Welcome members and families with warmth, professionalism, and clarity
• Guide new families through onboarding, intake, and their first appointment experience
• Manage membership changes, including pauses, renewals, and cancellations
• Ensure the effective delivery of all Sprout member services
• Process and reconcile membership payments and support recurring billing follow-up
• Monitor clinical and operational supplies and place orders as needed
• Support vaccine ordering, pickup, and storage processes
• Produce regular reports related to membership, operations, and inventory
• Identify workflow bottlenecks and suggest practical improvements
• Support clinicians with coordination, scheduling, and administrative follow-through
• Completing tasks as needed for Nurse Practitioners, (e.g booking follow-ups, triaging documents)

Requirements

• Experience in a clinic, healthcare, or service-based administrative role
• Strong organizational skills and attention to detail
• Excellent written and verbal communication skills
• Confidence using digital systems and learning new tools quickly
• Ability to manage multiple moving parts and stay calm under pressure
• A warm, professional, and member-centered approach
• A genuine interest in supporting families and contributing to a growing team
• A keen interest in proactive and preventative care

Nice to Have

• Experience with EMR systems, CRM platforms, or scheduling software
• Experience with recurring billing or Stripe
• Experience with medical supply ordering or clinic inventory
• Experience in a membership-based or subscription-based business
• MOA certification or equivalent training

Benefits

Compensation & Perks

• $28–$32/hour, depending on experience
• Structured compensation review at 6 and 12 months
• Performance-based bonus opportunity
• $1,500 annual professional development fund
• Complimentary access to select Sprout Family Health services for you and your family
• Access to on-site gym and shower facilities
• Paid vacation and statutory holidays in accordance with BC Employment Standards
  

At our size, we do not currently offer extended health benefits. We’re transparent about that. What we do offer is meaningful work, competitve rates, real responsibility, growth opportunity, and the chance to help build something special from the ground up.

Why Join Sprout

Sprout is a small, mission-driven team building a better model of care for young families.

Here, your work will have visible impact. You’ll help shape the systems, experience, and operations that families rely on every day. You’ll work alongside a thoughtful interdisciplinary team and play a meaningful role in how care is delivered.