Patient Care Coordinator

2 weeks ago

Penticton, Canada Penticton Physiotherapy & IMS Clinic Full time

**Who We Are Looking for**:
Are you comfortable with talking to strangers both in person and on the phone? Are you a self-starter? Is being “organized” a top priority in your life and are you able to multi-task and prioritize projects, while simultaneously meeting deadlines and prioritizing your day? Can you communicate effectively with people from all different backgrounds - both written and verbal? Are you able to speak up when you see something that is not working and can you anticipate the needs of other people because you show up for work knowing that the smallest details always make the difference? Do you have a positive outlook on life? Are you flexible, open to change, and committed to learning? If so, you could be just the person we are looking for to fill the position that we have available in the reception desk in our busy physiotherapy clinic.

**About Us**:
The Penticton Physiotherapy & IMS Clinic is a medium sized physiotherapy clinic that has been established for 8.5 years. Our team comprises of physiotherapists, kinesiologists, registered massage therapists and an athletic therapist, as well as a office manager and other front desk staff. The founder of the company, Chris Stokes, started the clinic by renting out a single treatment room from a local doctor, and has grow his clinic to where we have now helped thousands of people in Penticton and the surrounding area recover from their injury or surgery, as well as creating multiple jobs for local people along the way.

**The Role**:
**The Tasks**:

- Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone, ensuring that patients are committed and bought into our service
- Communicate the value of our services (in person and on the phone) and be able to explain how & what we do to help them recover
- Successfully handle price objections
- Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to
- Ensure that people who call requesting appointments are placed on schedule and understand the process of their visit to our clinic
- Ensure people show up excited for their first appointment after scheduling
- Communicate with patients before, during and after appointments to ensure we are creating the optimum front desk experience for them
- Ensure that all invoices are billed on time and accurately, and any outstanding payments are collected
- Assist in organizing and planning the therapists schedules - maximizing efficiency of the time available in each schedule
- Foster deep relationships with patients and therapists, during and after their therapy appointments
- Complete a variety of administrative tasks, including, but not limited to, scanning documents, assisting patients filling out paperwork, answering the phone and dealing with tasks that may arise from this, and cleaning the front desk area, as needed.

**Skills/Competencies Needed**:

- Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes (empathy)
- Be able to answer all questions asked on the phone in a such a way that increases the likelihood that the person asking will want to become a customer (insightful and knowledgeable)
- Recall names and faces of patients and in doing so making all our patients feel welcomed and remembered (even when they wear facemasks)
- Be able to work together with our therapists to help them manage their schedule, and deal with any patient-related scheduling or administrative issues they may be having. Be able to communicate clearly and concisely with our therapy team to help them attain great patient outcomes.
- Provide a warm and welcoming greeting to patients when they arrive in the clinic (experience)
- Organization and planning: plans and organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
- Follow through on commitments: lives up to verbal and written agreements
- Demonstrate an ability to quickly and proficiently understand and absorb new information
- Attention to detail: does not let important details slip through the cracks
- Persistence: demonstrate tenacity and willingness to go the distance to get something done
- Proactivity: acts without being told what to do. Brings new ideas to the company

**What we will do for you**:

- Provide you with ongoing training and support in the field of customer service and front desk administration
- Give you an amazing environment to work in that includes working with a team of wonderful and very supportive staff - as well as very friendly customers
- Opportunity to develop and grow in a team that is value driven and strongly encourages personality based service

**Compensation/Salary**: $24/ hour, benefits package available after 1 months.

**Hours**: 30 hours a week, 11.30am - 5.30pm

**Start date**: ASAP

**Location**: Penticton Physiotherapy & IMS Clinic, 103-386 Ellis Street in Penticton

**Job Types**: Full-time, Part-time

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