Lead, WELLTrust Consent & Patient Experience Program

Entity: WELL Health Technologies Corp. – Marketing

Position Title: Lead, WELLTrust Consent & Patient Experience Program

Salary Range: $115,000 – $135,000 CAD per annum

Job Class: Full Time, 12-Month Contract (with potential extension or conversion to a permanent role)

Reports to: SVP, Strategic Partnerships & Marketing

Work Location: WELL Vancouver Office (preferred); Toronto considered for the right candidate

About the Company:

WELL Health Technologies is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients. WELL is publicly traded on the Toronto Stock Exchange under the symbol “WELL.” As the largest clinic network in Canada, operating under the WELL Health Clinic Network brand, we have 275+ clinics across the country. Our team includes over 3,400 WELL Care Providers, facilitating more than 4.2 million patient interactions each year. The company has built a comprehensive practitioner enablement platform spanning EMRs, practice management, telehealth, patient engagement, billing and Revenue Cycle Management (RCM), data protection solutions and more. For more information, visit www.well.company and wellclinics.ca.

Position Summary:

WELLTrust is WELL’s enterprise consent and patient trust foundation. It underpins patient relationships across the WELL ecosystem. We’re looking for a senior, high-agency leader to be the single accountable owner of WELLTrust.

You will blend program leadership, marketing and lifecycle expertise, and technical fluency. In Year 1, you will be hands-on: standing up the program, driving consent growth and adoption, delivering tangible value across the organization, and making sure commitments become results. Through Year 1 and beyond, you’ll scale what you’ve built and expand into broader ownership of the patient experience.

The Mandate

• Be the single accountable party for WELLTrust across the enterprise, as a lead-in to broader patient experience accountability.
• Tie every priority back to unlocking value for patients and the WELL ecosystem.
• Own and report against a WELLTrust OKR set, including enterprise consent volume, conversion and consent activation.
• Operate as part of the Marketing team, hands-on in implementation and solutioning.

What You Will Be Doing:

Core Priorities

• Build patient trust and engagement.
• Grow the consent footprint.
• Establish the infrastructure needed to support the program.
• Build and run the patient communications program.

Consent Growth: Clinic Adoption and Channel Expansion

• Build and run a clinic-by-clinic adoption plan across live clinics. Identify low-adoption sites, root-cause the issues (workflow, training, user experience, patient flow), and drive fixes.
• Evaluate in-clinic workflows and work with clinic managers and on-site staff, so the consent workflow is consistently used, not just installed.
• Expand consent capture beyond clinics, in priority order: direct-to-patient telehealth, patient-facing websites, online appointment booking and other engagement channels, plus diagnostic clinics.
• Make sure existing web and portal consent opportunities are actively used.
• Apply patient communication and marketing techniques to improve consent conversion.
• Optimize the patient journey from consent to participation, such as program enrollment and referrals.

Patient Communications

• Establish a single governance model for patient communications across business units, to prevent over-messaging and opt-outs.
• Design patient lifecycle programs, including onboarding, nurture, re-engagement and education, that build trust and support ongoing engagement.
• Work collaboratively with marketing experts on communication strategy and implementation of related programs.

Data Readiness & Activation

• Act as the business-side interface to the IT and Data team. Gather requirements and translate them into technical direction across identity, consent, CRM, EMR and data platforms.
• Track consent linkage, EMR connectivity and data-pipeline readiness. You coordinate this work; you don’t build the pipeline yourself.
• Maintain visibility into data quality and consent withdrawal handling, in order to optimize program effectiveness.
• Report on the full consent funnel, from exposure through conversion to activation, keeping different consent types strictly separate in tracking and reporting.

Program Governance

• Build and maintain one integrated program tracker and reporting view: owners, dates, dependencies and status in one place.
• Maintain risk, issue and decision logs.
• Identify the critical path and top blockers weekly, and escalate what needs executive attention.
• Flag actions that could create technical, privacy or patient-experience risk.

What Success Looks Like

• First 30 days: Integrated tracker live with named owners and dates. Consent, adoption and conversion baselines established. OKRs drafted. Clear plans established with internal stakeholders to achieve goals and OKRs. First risk and decision logs delivered.
• First 60 days: Measurable progress against consent targets. Patient communications governance model proposed. First data-usability report published.
• First 90 days: Continued progress against adoption, conversion and activation targets. Additional channels live or launch-ready. Year 1 program roadmap aligned with leadership.
• End of Year 1: Consent targets and OKRs achieved. Programs delivering measurable value and ready to scale in Year 2.

Required Qualifications:

• 8+ years in marketing, CRM, lifecycle, customer experience or growth roles, including significant program leadership.
• Proven ability to lead complex cross-functional programs without formal authority, and to stay close to execution detail by tracking, following up and closing loops.
• Technical fluency in consent, identity, data and martech environments. Comfortable gathering requirements and working with business analysts and developers.
• Strong stakeholder management across executive, technical, clinical and marketing audiences.
• Clear understanding of funnel metrics: exposure, submission, conversion, volume and usability.
• Fluency with dashboards and spreadsheets, and the ability to maintain a clean single source of truth.
• Excellent, concise written communication, including status updates and escalation notes.
• Strong user of AI tools (e.g., Claude, ChatGPT) to multiply output across analysis, planning and communications.
• Comfort with ambiguity, shifting priorities and aggressive timelines.

Preferred Qualifications:

• Experience in healthcare or other regulated, privacy-sensitive environments. Familiarity with Canadian privacy legislation (e.g., PIPEDA, PHIPA, Quebec Law 25).
• Experience with patient consent, privacy or compliance programs.
• Direct-to-consumer marketing experience, with the technical depth to engage confidently in IT planning without being an IT specialist.
• Familiarity with clinic operations, EMRs, and martech toolsets.
• Experience coordinating across clinical, commercialization and marketing teams.
• Experience in multi-site or multi-brand organizations.

The salary for this position falls within a defined range and will be determined based on several factors, including the candidate’s experience, qualifications, skills, and the needs of the organization. At WELL, we are committed to fair and equitable compensation and aim to provide a competitive salary that reflects the value and expertise of the successful candidate.

WELL is committed to fostering a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and lived experience. We strive to create an environment where differences are valued and contribute to our collective success – this is the WELL Way.

This recruitment process uses automated tools, including artificial intelligence, to help review applications. Qualified human decision-makers review these results and make all final hiring decisions.

WELL has been independently certified as a Great Place to Work® by the Great Place to Work Institute® Canada. This recognition reflects our commitment to building a workplace culture rooted in trust, inclusivity, and employee well-being. It also aligns with our Healthy Place to Work pillar and the priorities outlined in our annual Sustainability Impact Report.

Want to read more about us? https://well.company/