Administrative Assistant

**Join a dynamic, multidisciplinary team that offers a unique experience to its patients and staff**

**What Is It Like At Bastien Physiotherapy?**

Our team’s mission is “To empower our patients to do what they love most through education and exercise.” Every member of the Bastien Physiotherapy team is engaged in this mission and ensures that all interactions with clients reflect this.

We play a BIG role in our small community. We consistently receive feedback from clients commenting on the welcoming nature of our team and how they feel heard and valued at our clinic. We strongly believe this is a result of our team’s hard work and commitment to our cause. We would love to have you join us in this mission and thrive in this environment. Here are a few things you need to know about working at Bastien Physiotherapy:

• This is not a rushed environment. You will have more time per appointment to work with your patients towards their therapeutic goals.
• You will work directly with your motivated Patient Experience Manager, who ensures all members in our team have access to all the support and resources needed to fill their role.
• We prioritize an environment where everyone has each other's backs, and that promotes teamwork. We treat our clinic like a sports team. Michael Jordan once said “_Talent wins games, but teamwork wins championships_.” We want to be champions for our patients, and we hope you do too.
• We prioritize client-centered care at our clinics. You will play a vital role in our patient’s overall experience at our clinic.

We support every staff member’s strengths in providing their services. With that said, Bastien Physiotherapy works hard to provide an authentic experience for our clients. All team members are expected to embrace our methodologies and structure as directed by your manager.

**Primary Objectives**

**A. Elevating Patient Experience**

• **Phone Performance**: Ensure high answer rates and successful booking of new patients, using best practices.
• **Patient Interaction**: Welcome every patient with a warm, attentive, and proactive approach.
• **Information Hub**: Serve as the go-to resource for patients regarding clinic locations, services, clinicians, events, and coverage.
• **Environment**: Maintain an inviting and professional front desk and clinic setup aligned with brand standards.
• **New Patient Support**: Guide new patients through onboarding, including checklists and intake form completion.
• **Scheduling & Billing**: Efficiently manage appointment bookings, invoicing, and collections, ensuring accuracy and timeliness.
• **Funding Guidance**: Provide clear, accurate information about funding and coverage options.

**B. Capturing and Acting on Feedback**

• Conduct monthly meetings with the Clinic Director and team to review operational challenges and implement solutions.
• Participate in ongoing training sessions and workshops to enhance skills and knowledge.

**C. Clinic Space Excellence**

- Maintain a clean, organized, and welcoming clinic environment, including

• Front desk and patient waiting areas.
• Treatment rooms and exercise spaces.
• Ensure product displays are well-stocked, neatly arranged, and in line with branding.
• Promptly report any maintenance or space-related concerns to management.

**D. Operational Efficiency**

• **Checklist Management**: Ensure the timely completion of all digital and operational checklists, provide feedback on current patient intake processes and collaborate with the team on improving such processes over time.
• **Proactive Patient Engagement**: Execute tasks like win-back calls, retention calls, confirmation calls, and patient satisfaction surveys to strengthen relationships and optimize clinic operations.

- **System Expertise**

• Schedule appointments for all patients, handle invoicing for extended health care plans, and manage payment entries in Jane Software.
• Adhere to protocols for WSIB and MVA cases, ensuring proper appointment type input and rate accuracy in Jane.
• Update cash box and deposit forms.
• **Continuous Improvement**: Identify areas for enhancement and escalate operational issues or suggestions to the Clinic Operations Lead.

**Collaboration**: Work in alignment with Clinic Operations Lead for refinement of systems and procedures to ensure an efficient work environment.

**What We’re Looking For**

We’re looking for someone who will excel in this role. Below, you will find certain traits that we believe are essential for you to thrive here as a physiotherapist. We hope this sounds like you

**Skills**

• You are an active listener and strong communicator in both (preferred).
• You have strong time management skills.

**Experience**

• You have general administrative experience.
• You have experience in the healthcare industry (preferred)

**Attitude, Attributes**

• You are a self-starter/pro-active.
• You show respect and empathy towards other community members.
• You adopt a team approach to your work