Client Care Coordinator

We’re on the lookout for a friendly **Client Care Coordinator** to keep our front desk humming and ensure the clinic runs smoothly, **part-time, 13 hours a week across two weekdays**. Your exact schedule will be set once we find the right fit - because for us, it’s all about finding the right person, not the right hours Our ideal teammate is flexible, happy to help cover vacation or sick days when needed, and knows we’ll always have their back when they need time off. We are a busy physiotherapy private practice, specializing in pelvic health care which is everything from pre/postnatal to incontinence and trauma-related sexual dysfunction. Our clinic is open from 6.45am to 7.30pm during the week, and 8.30am-2.30pm on Saturdays. We are a strong team that learns and collaborates together to continually improve ourselves and our service for our clients. Our ethos is a strong foundation in personal and professional development, and this is best done in community. We include our admin team in this and hope that whoever takes this position can learn and grow with us The clinic is busy and our admin team needs to keep everything running like clockwork: - relating to and establishing an empathetic and friendly rapport with all our clients - understanding (in time) the nuances of our services and assisting new clients by answering questions appropriately - helping retain clients by converting to virtual, managing waitlist & cancellations and communicating between clients and therapists (sales) - booking & billing - cleaning & laundry You will be working largely independently under the supervision of our Clinic Manager. The position is for **2 shifts a week**as mentioned above. Schedule may vary based on the clinic's needs and your hours will be adjusted accordingly. We do our best to provide you with the same schedule every week but we do appreciate your flexibility upon request. **Ideal start date is Monday Feb 2nd, 2026 (additional training shifts will be scheduled on other days for your first week)** **We are looking for someone who can commit to 1 year minimum** **Hourly pay is $25** **PLEASE INCLUDE A COVER LETTER WITH YOUR RESUME, DETAILING YOUR INTEREST, RELEVANT EXPERIENCE AND WHY YOU THINK YOU'RE THE RIGHT FIT FOR US.** **Applicants without a cover letter won't be considered.** **General Duties** **Customer service**: - Greet and care for clients as they arrive and leave - Maintain our values in all client interactions - Maintain firm cancellation policy - Match new clients with best physio for their needs and handle all booking logistics - Manage our waitlist - Problem solve for unhappy clients and complaints, liaising with our Head of Operations as appropriate **Administration**: - Using JaneApp to schedule and organize appointments - Billing client directly through Jane - Receiving payment and ensuring accurate completion of direct billing (insurers and/or ICBC) through Jane - Completing our _New Client Registry_ google form for each new client - Monitoring Slack and communicating with management and clinic team to ensure the smooth running of the clinic - Keeping track and managing our inventory: ordering clinical & office supplies - Handing over any incomplete tasks or important information for next shift **Skills** - Proficiency with Mac computer - JaneApp (electronic medical records/ booking software) - Google suite: drive + docs + sheets - Slack **Competencies** - Highly effective time management - Clear, concise, straightforward communication: providing and receiving specific feedback to/from clients, parents, front desk, physiotherapists, and the leadership team - Effective conflict management - Ability to relate to clients at all times - kindness, empathy - Emotional intelligence and self reflection - Resiliency and humility around making mistakes and reconciling them with others - Skills around inclusive language (correct use of pronouns) **Check below testimonials from our current Client Care Coordinators**: - “Working at TCP has been an awesome experience and I'm so sad to be leaving The job itself is challenging and interesting, with lots of opportunity to grow your customer service skills with a friendly and varied client group The ethos is all about growth and how we can do better to create an accessible and welcoming environment. The best part of my job is seeing clients come out of their sessions with big smiles on their faces and commenting on how great their sessions were"_ - "TCP hands down has the best team environment Everyone is completely supportive of each other and are always there to boost you if you're not feeling your best. The leadership team sets an amazing example for the rest of the team, in their willingness to listen and learn from each other, and have fun at the same time It's been inspiring for me to work with such an awesome group of women”_ - “I really enjoy working at TCP, our clinic aims to be inclusive and supportive and that culture is