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Patient Experience Coordinator

5 months ago

Concord, Canada Premier Spine and Sport Rehabilitation & Wellness Full time

**Who We Are Looking For?**
- Are you comfortable with talking to strangers on the phone 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?
- 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 and on the front desk of our busy physiotherapy clinic.

**The Role**:
You are the FIRST and most frequent point of contact for everyone that becomes a part of our family. Your job will be to make our clients feel comfortable and excited that they’ve reached out to us, to ask the right questions so they feel listened to, to help lead them to make the best decision for their health, and to go above and beyond to make them feel cared for.

You will be responsible for managing a busy front desk and waiting room experience, meeting and greeting our patients, answering the phone, converting inquires into paying patients and ensuring that all of our patients are looked after and made to feel welcomed whenever they enter your world.

Your position will be to ultimately help our mission of “helping people suffering from long-standing aches and pains regain their confidence and return to an active lifestyle (even if they haven’t found relief elsewhere).”

You must be comfortable with talking to strangers on the phone both in person and on the phone as well as a self-starter. Being “organized” should be a top priority in your life and must be able to multi-task and prioritize projects, while simultaneously meeting deadlines and prioritizing your day.

You must be comfortable taking payments, talking about money and comfortable handling customer concerns and questions about cost. **PLEASE ONLY APPLY if you can handle conversations about money/cost. We are a private medical practice and the conversation about money with patients cannot be ignored**.

If you have a positive outlook on life, you are flexible and open to change and committed to learning, you could be just the person we are looking for to fill the position that we have able in the reception and on the front desk of one of our busy physiotherapy clinics.

**About Us**

Premier Spine and Sport Rehabilitation & Wellness is a private physiotherapy practice in Vaughan, ON that is experiencing rapid growth. We were voted the #1 Physiotherapy Clinic in Vaughan and are hell-bent on giving our clients the best healthcare experience of their life, and are striving to put the "care" back in "healthcare."

Our exceptional customer service and patient centered approach, that goes way beyond what is offered by most healthcare facilities, over the last 3 years have helped us to grow quickly and we have a great position for a front desk superstar to come in and serve our patients. As we grow, we are looking for people who are just as passionate as we are about helping people get out of pain and improve their health naturally, without using pain meds, surgery or getting kicked around the medical system without solutions.

We believe whole-heartedly in education and the idea of Kaizen...the pursuit of continual improvement. We will provide an immense amount of training, teaching and coaching to ensure your success. It is very important to us to provide our staff with a lifestyle they are happy to have, one where they can have a true impact...but we need you to be just as committed to learning as we are. Success in this role will depend on it.

The right person is likely to have been working in a customer-facing environment and has a long track record of dealing with customers, answering questions on the phone and in person, and turning inquires into happy customers.

We know that true "A-Players" love to be held accountable for high standards of performance, which means you will be given your own key objectives and outcomes.

**Responsibilities and Activities**:

- Manage the inbound phone calls from patients wanting to book appointments
- Communicate the value of our services (in person and on the phone)
- Successfully handle price/money objections
- 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
- Input & keep detailed records of phone calls & follow-up calls made
- Ensure people show up excited, committed and have a full understanding of the process for their first appointment after scheduling
- Provide an exceptiona