Patient Experience Coordinator

**Job description**

Join our team of friendly, dedicated professionals We have two bustling clinics located in North Kildonan. Our clinics are clean, highly organized, and full of great people.

**Overview**:
The Patient Experience Coordinator works collaboratively with patients and staff to continuously improve the patient experience. They work closely with the Clinic Manager and coordinate the work of reception and assistants. They are great with people, highly organized, an adept problem solver, and adaptable to change.

**Duties and Responsibilities**:
Supporting the Clinic Manager with administrative tasks, such as:

- Bookkeeping
- Scheduling staff
- Accounts receivable and accounts payable
- Tracking and analyzing clinic performance
- Training new staff
- Collaborating with other staff to improve the patient experience from beginning to end:

- Updating the website, social media, and online booking tool
- Surveying patients and acting on patient feedback
- Continuously looking for opportunities for us to better serve our patients

Reception Duties:

- Greeting patients and other visitors when they arrive
- Answering phones and phoning patients
- Scheduling appointments for clients face-to-face and over the phone
- Handling payment

**Training, Knowledge and Experience**:
Training and experience in the following areas would be assets:

- Customer service
- Marketing & sales
- Meeting facilitation
- Bookkeeping
- Business administration - general

**Skills & Abilities**:

- **
Organizational skills, with a strong ability to multi-task.** **This means frequently switching from one task to another, in response on physiotherapist and client needs, while maintaining accuracy. It also requires the ability to prioritize and get highest priority tasks done first.
- **Computer savviness.** This role requires the ability to quickly learn new software (such as our clinic management software, Jane App) and use the internet to solve problems. It also requires at least a basic proficiency with Microsoft Office suite (Word and Excel).
- **An aptitude for problem solving.** **Our patients, staff, systems and processes are always changing - we need someone who can adapt easily and help us solve new problems as they come up.
- **Attention to detail.** This role manages confidential patient and financial information, so precision is required.
- **People skills.** **We work with people, all day every day. This role requires the ability to empathize with people, make patients feel welcome and comfortable, collaborate with colleagues, and sometimes manage difficult conversations. It also requires an ability to communicate clearly - verbally and in writing.
- **Adequate physical fitness.** Depending on the day, this role could require you to be on your feet for 8 hours supporting physiotherapists, or sitting at a desk.

**Here is what our staff have to say about working here**:

- “It’s all about the people. We have always been able to recruit and surround ourselves with a great group of caring and passionate individuals. It makes our work environment a fun and exciting place to be. It’s also a very clean, efficient and extremely well-organized facility.” - _Don Charbonneau, BMR-PT_
- “I really enjoyed working with the team at River East, from the reception staff to the therapists. Everybody is ready to go out of their way to make sure patients’ needs are being met. I think this creates a great environment for both the patient and the clinician.” - _Ryan Corkal, MPT, River East Physiotherapy alumnus_

**Availability**

This role requires availability in the daytime and evenings. Here's a sample weekly schedule:

- Mondays & Wednesdays 12:30 pm to 9:00 pm
- Tuesdays & Thursdays 7:30 am to 4:00 pm
- Fridays 11:30 am to 6:00 pm.

**Job Type**: Full-time

**Salary**: $13.65-$24.00 per hour

**COVID-19 considerations**:

- All successful applicants must be fully vaccinated against COVID-19