Clinical Assistant

Zenith Physiotherapy is Seeking a Skilled Clinical Assistant

• Zenith Physiotherapy and Wellness Clinic is a multiple award-winning multidisciplinary clinic located in Airdrie, just north of Calgary, here in Alberta. Our team consists of Physiotherapists, Chiropractors, Registered Massage Therapists, Administrative and Support Staff, driven by a shared passion to help our clients achieve the best quality of life.
• Meet, greet and welcome clinic’s patients, visitors and vendors in a professional and friendly manner.
• Provide exceptional customer service and experience for all patients and visitors of the clinic at all times.
• Partners with team members to ensure the overall clinic environment is a fun and comfortable place for patients to be.
• Respond to incoming and outgoing phone calls, provide high quality customer support for patients seeking information about the clinic’s services, appointment booking and any other issues.
• Manage all inbound and outbound fax and email communications, ensuring that information is distributed to the appropriate clinic personnel for follow up action. Ensure all outbound communications are forwarded as promptly as possible through the appropriate channel(s).
• Prepare paper and electronic patient files for intake, therapy assessment and ongoing visits; ensuring that same are available on time for the applicable therapist.
• Book and schedule appointments and coordinate appointments for clients as per clinician’s treatment plan and clinic policy.
• Complete accurate charges for each patient at the time of each visit.
• Promptly follow-up on all online appointment requests and patient queries. Ensuring that patients are scheduled with the appropriate therapists within the shortest time possible.
• Receive, log, record, store and forward all mails and clinic deliveries. Ensuring the intended recipients are notified of such as soon as possible.
• Manage patient paper and electronic records. Ensure they are handled, stored and retrieved in a manner that is always consistent with the clinic record policy.
• Provide required front desk and admin support to the clinic clinical staff which include employees and independent contractors providing clinical services in the clinic.
• Troubleshoot issues and concerns from clinics patients and customers ensuring issues are escalated to appropriate authorities and persons responsible. Ensure that clients receive appropriate, clear, feedback in relation to their concerns.
• Ensure appropriate financial records, tracker spreadsheets and lodgements are completed including day ends, daily and weekly trackers, online validation portals and monthly reports.
• Comply strictly with the clinic policy in relation to attendance and time log which include daily time-in/out and breaks log.
• Maintain general cleanliness of the clinic including prompt cleaning of accidental spillages and potential accidental hazardous situations.
• Liaise with external stakeholders such as refining medical clinics, insurance adjusters, WCB in relation to patient’s claim and other clinical needs as requested by the treating clinicians.
• Comply strictly at all times with the clinic’s policy regarding access and use of electronic devices, access to the clinic's intranet and internet domains. Patients and staff record access and software use policy
• Under the guidance of the PEM, responsible for training and supervision of new front desk and support staff. Ensuring they are guided to acquire the required level of competence and performances of their job
• Execute and complete on time all delegated and off bench responsibilities as assigned by the PEM. Carry out weekly accountability meeting with PEM in relating to delegated tasks and any other projects as assigned by PEM
• Actively participate in monthly 1:1 meeting with the PEM and Annual Performance Development meeting to enhance support and accountability for the role
• Participate in all the clinic's community outreach and marketing events.
• All other administrative/front office responsibilities as assigned by the Patient Experience Manager based on the clinic’s needs.
• If the Clinician is busy, assist the patient to get to their treatment room from the waiting area.
• Call the Clinician patient if PEC is busy to make sure the Patient is on their way to their appointment if they are 5 mins late.
• Provide assistance to the physiotherapist and other clinical staff in setting up, cleaning and application of therapeutic equipment/ modalities.
• Assist with patient transfers, mobilization and therapeutic exercise under the instruction and supervision of the therapist.
• Prepare, clean and maintain therapeutic supplies and sundry items after each treatment.
• Sanitize