Patient Experience Manager

3 months ago

Scarborough, Canada BW Physiotherapy Clinics Full time

**Job Title**: Patient Experience Assistant Manager

**Company**: Bodyworks Physiotherapy Clinic

**Location**: Scarborough, On

**Job Type**: Full-Time

**About Us**:
Body Works Physiotherapy Clinic is dedicated to providing top-tier healthcare services that prioritize patient well-being. We offer a comprehensive range of services, including physiotherapy, chiropractic, and massage therapy, all aimed at restoring function and enhancing life. Our team is passionate about creating a positive, welcoming environment where patients receive personalized care and feel valued.

You get the opportunity to work in a fun atmosphere, helping your community achieve healthcare goals while working with a team that feels more like friends than co-workers. We will help you develop your skills in sales and marketing, giving you access to a full business mentorship system designed to support your growth.

**Key Responsibilities**:

- **Team Leadership**: Lead, coach, and mentor your team of receptionists to ensure that team goals are met and exceeded.
- **Patient Engagement**: Serve as the primary point of contact for patients, ensuring a positive and supportive experience throughout their care journey.
- **Customer Service**: Address patient inquiries, concerns, and feedback in a timely and empathetic manner, ensuring high levels of satisfaction.
- **Process Improvement**: Identify areas for improvement in the patient experience and implement strategies to enhance service delivery.
- **Sales and Marketing**: Develop your skills in sales and marketing, contributing to business growth and patient acquisition.
- **Team Collaboration**: Work closely with clinical and administrative staff to ensure seamless coordination of patient care and communication.
- **Training & Development**: Train and mentor staff on best practices in patient interaction and service excellence.
- **Data Management**: Monitor patient satisfaction metrics and use data to drive improvements and report on patient experience trends.
- **Complaint Resolution**: Manage and resolve patient complaints, ensuring that all issues are handled professionally and with sensitivity.

**Qualifications**:

- Proven leadership skills with experience in coaching and mentoring a team.
- Sales and marketing experience, with a focus on driving business growth.
- Strong interpersonal and communication skills, with the ability to empathize with patients and staff.
- Ability to manage multiple priorities and maintain composure under pressure.
- Experience with patient management software and data analysis tools is an asset.
- Social media experience and negotiation skills.
- A passion for enhancing patient care and a commitment to continuous improvement.
- Must have a vehicle.

**Why Join Us?**
- **Mentorship**: You will report to the COO, who will mentor you, support you each week, and help you define your career path within our company.
- **Professional Growth**: Access to a full business mentorship system that will allow you to develop your skills in sales and marketing.
- **Positive Work Environment**: Work in a fun atmosphere where your team feels more like friends than co-workers.
- **Comprehensive Benefits**: One-on-one mentorship, paid training and onboarding, paid time off, sick days, in-house treatment, and ongoing support to help you achieve your goals.

**Work Schedule**:

- **Monday - Friday**: As needed
- **Saturday**: As needed

**How to Apply**:
**Job Types**: Full-time, Permanent

Pay: $18.50-$20.00 per hour

Expected hours: 35 per week

Additional pay:

- Bonus pay

**Benefits**:

- On-site parking
- Paid time off
- Store discount
- Wellness program

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday
- Weekends as needed

Application question(s):

- Do you drive & have access to a car?

**Experience**:

- Sales: 2 years (required)
- Customer service: 2 years (required)
- Physiotherapy Clinic: 2 years (required)
- Management: 1 year (required)

Work Location: In person

Expected start date: 2024-09-30

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