JOB DESCRIPTION: RECEPTION LEAD

Reports To: Clinic Owners
Position Type: Part-time, 30.5 hours/week. Consisting of regularly scheduled shifts Monday to Friday 1:45pm to 7:30pm. Included are also 3 hours of work-from-home time per week - details to be discussed during interview.
Start Date: May 15th, 2025

JOB DESCRIPTION:

We are seeking a proactive and organized Clinic Manager to oversee the day-to-day operations and evening reception duties at the clinic.Key duties will be to ensure smooth communication between reception staff, physiotherapists, and clinic owners. The Clinic Manager will be the point of contact for addressing clinic complaints, optimizing workflows, managing operations side administrative duties, and handling accounts receivable. This role is essential for maintaining a positive and efficient clinic environment and ensuring that clinic standards are consistently met.

WORK EXPERIENCE AND SKILLS:

• Previous experience in an office manager or similar role.
• A criminal records check is required prior to beginning the position.
• Strong organizational and problem-solving skills, with the ability to foresee and address workflow issues before they arise.
• Excellent communication skills (verbal and written), comfortable speaking on the phone, and communicating over email.
• Customer service experience with the ability to handle and resolve conflicts.
• Proficiency in administrative tasks, including invoicing, payroll, accounts receivable management, booking and billing using an online system (Jane App).
• Comfortable working independently and taking ownership of operational tasks.
• Ability to handle confidential information following clinic privacy procedures.
• Familiarity or previous experience working in a physiotherapy clinic is an asset.
• Post-secondary education and basic first aid training is an asset. We will provide basic first aid training if needed.

KEY RESPONSIBILITIES:1. OPERATIONS & COMMUNICATION:

• Serve as the primary liaison between reception and clinical staff to resolve scheduling issues, manage no-show fees, and ensure the efficient scheduling of appointments.
• Address and manage clinic complaints related to operational issues, such as inappropriate appointments booked, equipment issues (e.g., towels, lights, HVAC, machines or equipment needing repair), and other facility-related concerns (such as managing leaks or other urgent concerns and communicating with the property manager and clinic owners when appropriate).
• Oversee the escalation process for complaints that require additional attention, collaborating with clinic owners to develop effective solutions.
• Maintain and update step-by-step processes and workflows for all clinic changes, ensuring all relevant parties (reception, clinicians, patients etc.) are notified and equipped to handle adjustments.
• Act as a buffer between clinic owners and independent contractors, ensuring smooth communication and encouraging an environment where concerns can be raised comfortably and dealt with efficiently, involving clinic owners when needed.

2. ADMINISTRATIVE & FINANCIAL TASKS:

• Coordinate and obtain quotes for necessary clinic supplies and services, presenting them for clinic owners to review for decision-making.
• Handle administrative calls to service providers, insurers, Moneris etc. for troubleshooting and issue resolution.
• Maintain accurate rental receipts, invoicing, and accounts receivable, ensuring timely collection and payment processing, communicating with clinic owners appropriately.
• Monitor and update payroll timesheets, ensuring accuracy and adherence to clinic policies communicating with clinic owners as appropriate.
• Assist in optimizing the clinic schedule (waitlist management, schedule optimization), ensuring availability and efficient use of practitioners’ time.

3.EVENING RECEPTION DUTIES:

• Greet, bill and book patients for physiotherapy services
• Learn and correctly bill insurers including WorksafeBC, ICBC and other private insurers for physiotherapy services rendered following clinic guidelines.
• Politely answers phone calls and emails regarding patient bookings, billing and addresses any concerns raised appropriately, escalating concerns to the appropriate team members when needed.
• Ensure clean and professional appearance of the clinic following established clinic guidelines.