Family Care Coordinator

6 months ago

North York, Canada The Hive Paediatric Clinic Full time

**Family Care Coordinator**

**Who we are**:
The Hive is Toronto’s only boutique health care clinic designed specifically to treat babies, kids and teens. We help children, from newborns to teens, achieve their personal best by providing high quality Physiotherapy, Occupational Therapy and Speech Language Pathology in an innovative, fun and collaborative way.

**Our core values are**:

- Deliver leading edge, high quality therapy
- Build community, be community
- Go above and beyond
- Be excellent and exceptional
- Learn and relearn

**What we are looking for**:
We’re looking for a Family Care Coordinator to work alongside our management and therapy team. We're highly focused on creating an outstanding experience for our patients and their families and would love a Care Coordinator who is driven to help the practice grow, and loves working with people in a friendly, unique and fun environment.
- _Strong customer service skills:_ you will be interacting with a lot of different populations
- _Self-motivation_: you will be given a lot of autonomy to create processes, build patient experiences and cultivate outreach opportunities
- Warm and friendly disposition: people, especially kids, enjoy interacting with you
- _Outstanding organization_: there will be a lot to plan, arrange and carry out throughout the day, including managing client bookings and therapists schedules.
- _A problem solving mentality_: you're able to understand and recognize a family's concerns and help to find solutions
- _Great phone skills_: you can charm people with your pleasant demeanour, but also are able to effectively and expertly steer the caller towards booking an appointment
- _A sense of adventure_: we're constantly building connections, seeking new community partners, and finding new ways to reach potential clientele.
- Flawless and professional spoken and written English
- _Tenacity_: to check-in and follow up with patients and their families, as well as community partners and referral sources
- _Flexibility:_ working around kids and their families, things can be in flux
- _Must love kids:_ you will meet a lot of them

**What the role looks like**:
The Family Care Coordinator will report directly to The Hive’s Clinic Manager and Clinic Director while supporting the wonderful group of therapists at the clinic. We pride ourselves on maintaining a high standard and delivering the absolute best therapeutic care for our patients. As the first point of contact for patients, you will play a key role in setting this tone and ensuring an uncompromising level of professionalism and service.

The core of the Family Care Coordinator role is nurturing potential patients through the process of understanding our clinics’ services and ultimately booking them for an in-person or virtual consultation with the clinic. Specifically, the role involves:
**Patient Management (40%)**
- Comfortability with building relationships and rapport with families and kids
- Managing patient initial bookings, re-bookings and connecting with patients who are due for a visit to keep up with regularly scheduled therapy
- Greeting clients/families warmly, getting to know them, checking them in, screening them using our Covid protocols already in place.
- Using patient management software to book consultation appointments at the clinic, and using this software to its fullest capacity
- Having great knowledge of all services provided by the clinics so that you can answer questions during your client communication and confidently manage their bookings
- Sending out doctors correspondence, and following up referral partners

**Therapist and Director Support System (40%)**
- Assisting therapists with day to day tasks, including:

- Booking and rebooking patients
- Generating, sending and following up with doctor reports
- Managing therapists day-to-day schedules, as well as thinking ahead to maintain a full and successful schedule
- Helping in resource creation
- Following up with referral sources
- Assisting in the upkeep of toys and equipment and keeping the main areas of the clinic tidy and sanitized

**Client Lead Generation and Reputation Management (20%)**
- Connecting with community partners and potential referral leads, building and nurturing a relationship with them
- Utilizing social media to help build our brand and awareness
- Creatively thinking of new ways to build our brand and engage with the community
- Periodically interact with patients to understand their level of satisfaction and identify new opportunities to elevate their experience
- Respond to online reviews and inquiries to ensure the clinic is being represented in a consistently professional manner

**What makes this role awesome?**
- You get to work in a really cool, kid-first, friendly environment
- Be a part of making a difference in the lives of kids and their families everyday
- The Hive is an all-women team, owned and operated by a woman
- You will be a key team member in help

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