Clinic Manager

3 weeks ago

Toronto, Canada Axis Therapy & Performance Full time

**Determination. Collaboration. Outcome-Obsession.**

Axis Therapy & Performance is seeking an enthusiastic, energetic and self-motivated **CLINIC** **MANAGER **who will be responsible for ensuring the clinic is running smoothly on a day-to-day basis.

Are you looking to join a team that is supportive, fun & motivating? Do you enjoy collaborating with other young healthcare professionals to provide the best patient experience? Are you seeking an environment that fosters, mentors and invests in their staff on an ongoing basis? If yes - then we are looking for you

**WHAT YOU’LL DO**

**Leadership**
- Promote the clinic culture
- Primary point of contact for Client Experience Coordinators
- Weekly levelTEN meeting with Clinic Director & Lead Physical Therapist
- Onboarding and training of new Client Experience Coordinators
- Operational success of the entire CEC team
- Monthly CEC Meeting with CEC team
- Assist Clinic Director with onboarding of new Physical Therapists with Jane/Telus Training
- Assist Clinic Director with continual process improvement and efficiency of systems
- Assist Clinic Director with creation of documents, policies, procedures, training manuals, continued development of the organization structure, etc.
- Organize agenda for meetings/meeting minutes
- Making quarterly targets (callbacks, reviews, treatment plan booking, etc)
- Weekly Scoreboards
- Ensure all Digital Checklists are completed by CECs

**Client Experience**
- Greet all clients with high energy and enthusiasm
- Develop rapport with clients during initial phone calls, showing empathy and getting them excited about their session
- Welcome all clients by providing world class customer experience by showing high energy and enthusiasm. Provide assistance and interact with clients using the “Grandmother visits” mentality
- Act as the source of information for clients: location(s), services, physical therapists, events, coverage, price
- Ensure front desk décor, cleanliness, and setup is top notch
- Ensure clients book out their future sessions as per their treatment plan.
- Remind clients the importance of staying committed to their treatment plan to reach their goals and the benefit of booking out sessions in advance to get the time that best works with their schedule, reiterating how busy the therapists can get
- Graduate - celebrate when clients complete their plan of care and/or convert to maintenance
- Perform excellent customer service in the form of call backs for fall off clients, ensuring clients on waitlists are booked when space becomes available and rescheduling clients when necessary
- Participate in community outreaches and business development initiatives to generate new assessments and revenue growth

**Feedback**
- Monthly levelUP meeting with Clinic Director to discuss wins and challenges
- Participate in ongoing mentorship and educational workshops

**Clinic Space**
- Report any issues with the physical space of the clinic to the Clinic Director
- Ensure Front desk and client waiting area are clean, organized, and presentable
- Ensure Session rooms, kitchen, and exercise area are clean, organized, and presentable
- Ensure Products are stocked, organized, and presentable
- Ensure floors are clean, garbage is taken out, and space is sanitized regularly

**Operations**
- Completion of CEM digital checklist
- Weekly Scoreboard
- Ensure compliance with Client experience operations - Winback calls, Retention calls, Confirmation calls, Reviews, Client Satisfaction survey, New client Registry, etc.
- Oversee scheduling of Client appointments, invoicing, collections, outstanding payments
- Direction procedures related to specific programs and Client types (WCB, WSIB, MVA, etc.)
- Schedule and review reported hours for CEC team
- Payment reconciliation & outstanding billings
- Payment reconciliation audits
- Generate & monitor all callback/cancellation/confirmation call logs
- Monthly compensation reports for PTs
- Inventory management - ordering of stock & supplies

**Marketing**
- Promote Brand Loyalty on personal social media pages (i.e reposts, booking links, etc.)
- Bi-weekly - Marketing Meeting with Marketing Team
- Content capturing
- Co-management of social media platforms
- Participating, co-ordinating, assisting with outreach programs

**WHO YOU ARE**
- Full Time availability
- Flexible to work days, evenings and/or weekend hours as needed
- Competency with healthcare administration systems, i.e Jane, Telus Health, HCAI, etc.
- Competency with MVA Protocols and Procedures
- Understanding of all Axis administrative processes, procedures and checklists
- Understanding of insurance company requirements for orthotics as well as other product sales
- Minimum 6 months as a Client Experience Coordinator or other leadership experience within the therapy and wellness sector
- Flexibility to work off hours to hit deadlines
- Social Media Presence (promoting brand loyalty)
- Understand and embody the Axis vision,

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