Full Time Patient Experience Coordinator

We're Looking for a Rockstar Patient Experience Manager to Join Our High-Energy Team

Location: Toronto, ON

Position: Full-Time hours/week)

Are you the type of person who has amazing communication skills, especially as it relates to describing a service over the phone? Do you love to take charge and create an exceptional service experience for every person you interact with? Do you have an eye for detail, a knack for problem-solving, and a passion for both operations and customer service? If so, The Rehab Grid is looking for you to join our team as Patient Experience Manager

We are a dynamic, multidisciplinary clinic where innovation and top-tier patient care are at the heart of everything we do. But it's not just about the work – it's about how we work together. We pride ourselves on a culture that is collaborative, fun, and supportive, where each team member is empowered to make an impact. As our Office Manager, you'll not only help us keep things running smoothly but also play a key role in growing our clinic and helping it thrive.

What You'll Be Doing:

As our Toronto Clinic's Patient Experience Coordinator, your role will be split into two exciting areas: clinic operations and revenue generation. You'll be the glue that keeps everything together – from scheduling appointments to building relationships with our patients, while also handling billing, insurance claims, and marketing. This is your chance to have a major impact on both the patient experience and the financial growth of the clinic.

Here's a sneak peek of your day-to-day:

1. Convert and Reactivate Patients

You'll play a key role in keeping our team's schedules full and our patients engaged. This means confidently handling inbound new patient inquiries — turning leads into booked appointments through great phone skills and genuine connection — and making proactive outbound calls to rebook unscheduled patients, follow up on missed leads, and reactivate past patients. Your goal: ensure no opportunity for care slips through the cracks.

2. Create Unforgettable Patient Experiences

• Be the first friendly face patients see when they walk in – you'll set the tone for their visit, making them feel welcomed and supported.
• Engage with patients through phone calls, emails, and in-person interactions, answering questions, booking appointments, and helping them understand our services.

3. Manage Payments & Billing

• Keep the financial side running smoothly: Process payments, manage accounts receivable, and follow up on outstanding balances
• Handle direct billing and process insurance claims with precision (including motor vehicle accidents and WSIB)
• Insurance coverage verification: You'll work directly with insurance providers to confirm benefits and make sure our patients understand their coverage

4. Keep the Clinic Running Like a Well-Oiled Machine

• Along with the rest of the admin team, you'll take charge of opening and closing the clinic, ensuring everything is prepped and ready to go each day.
• Ensure the clinic is spotlessly clean and organized – we want our space to reflect the professionalism and care we provide
• Be the go-to person for maintaining health and safety protocols, making sure we're always ready for whatever comes our way.
• Referral and Patient Tracking: Track monthly referrals using our referral Tracker, monitor weekly patient fall-offs and follow up as needed.
• Documentation and Reporting: Create and track MD referral letters, and generate weekly and monthly scoreboards for the clinic and clinicians.

5. Drive Clinic Growth and Revenue

• Inventory management: Keep track of supplies and reorder as needed.
• Boost sales of products like custom braces and orthotics – you'll use your patient interactions to help them find the products that support their recovery while helping the clinic hit its revenue goals.
• Expense tracking and vendor communications – you'll help us stay on top of the numbers and keep operations running efficiently.

6. Be a Key Player in Team Operations & Communication

• Help with ensure everyone is on the same page when it comes to clinic processes.
• Keep the team in the loop by helping with meeting agendas/minutes and following up with notes – communication is key to our success.

7. Marketing and Digital Management

• Website and Online Presence: Edit the clinic website, manage Google Business listings, and create weekly posts to keep our online presence fresh and engaging. You'll upload photos, collect patient reviews, and respond to them – keeping our digital space lively and inviting.
• Marketing Assets: Use tools like Canva to create eye-catching marketing materials, and Mailchimp to create blog posts and email newsletters. You'll help us engage with our patients and build our community, all while generating new leads and growing the clinic's visibility.

What We're Looking for:

We're seeking a candidate who is not only detail-oriented and organized, but also a true people person. Here's what will set you up for success in this role:

• Excellent communication skills: You know how to engage people, especially over the phone, but also via email, and in person. You can learn to clearly explain our services and make people feel heard and valued.
• Attention to detail: You catch the small stuff and know how to keep everything organized – nothing slips through the cracks on your watch.
• Proactive & process-driven: You love to take the initiative, streamline processes, and improve efficiencies wherever you can.
• Customer service oriented: You genuinely care about making each patient's experience a positive one and are always looking for ways to exceed expectations.
• Tech-savvy: You're comfortable using clinic management software (like Jane), Google Drive, Excel, and social media platforms. Familiarity with billing and insurance claims is a bonus.
• Team player: You thrive in a collaborative environment, enjoy problem-solving, and are always ready to jump in and help your colleagues.

Why You'll Love Working at The Rehab Grid:

• A supportive, fun culture: We work hard, but we also play hard. Our team is tight-knit, and we love to celebrate each other's successes.
• Professional growth: We invest in your development. You'll have opportunities to learn, grow, and take on new challenges.
• Work-life balance: We respect your time and understand the importance of maintaining a healthy work-life balance.
• Make an impact: Your work will directly contribute to our patients' recovery and our clinic's success. You'll leave each day knowing you made a difference.

How to Apply:

Ready to be a part of something great? We can't wait to meet you To apply, send your resume and a cover letter (we love to see your personality shine) to

The Rehab Grid is an equal-opportunity employer. We welcome and encourage applications from people of all backgrounds.

Job Type: Full-time

Pay: $19.00-$23.00 per hour

Expected hours: 25 – 35 per week

Application question(s):

• Do you have experience providing customer service over the phone? If so, how many years and in what capacity?

Work Location: In person