Hours and Wages

• Hours: Monday-Thursday 8:00 am - 5:00 pm with 30-minute lunch unpaid, Friday 8:00 am - 2:00 pm

  • Flexible time available to meet personal needs

• Closed on all statutory holidays. 

Wage: $20.00 per hour, Group Benefits provided

Vision of this Position:

To be a positive addition to the team and an asset that will aid in the pursuit of Southeast Physiotherapy’s overall PURPOSE and VISION.  To live SOUTHEAST PHYSIOTHERAPY’s CORE VALUES daily in your dealings with yourself, the team, and our clients.

The Position:

• Permanent Full Time Client Excellence Specialist (CES) in our physiotherapy clinic. Candidates must be proficient with computer skills. Candidates are required to be organised and self-motivated. Candidates will be working in a team atmosphere, yet will have their tasks to be accountable for. 

• Tasks: CES (see Administration Task List)

• Goals: Call Hero 95+% daily, No Show <2% weekly, Cancel <13%, Arrival to Initial Ax 95%

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Expectations of this Position:​

• Values Alignment: Actively champion the company’s Purpose, Vision, and Values to ensure a cohesive team culture and patient experience.

• Relationship Architecture: Build enduring trust with clients through transparent communication and authentic personal connection.

• Inquiry Management: Expertly field or redirect incoming inquiries to ensure every caller reaches the appropriate resource without delay.

• Financial & Claims Administration: Execute accurate point-of-sale transactions, real-time insurance submissions, and monthly cash deposits.

• Precision Scheduling: Optimize complex, multi-provider calendars to ensure maximum clinic efficiency and patient access to care.

• Digital Records Management: Facilitate the lifecycle of medical documentation via secure faxing and meticulous organization within a Cloud EMR.

• Data Integrity: Track and update critical daily KPIs, including NPS, arrival rates, and visit volumes, to drive operational insights.

• Product & Service Stewardship: Maintain comprehensive knowledge of all services and promotions while managing retail labeling and monthly inventory audits.

• Environmental Standards: Uphold clinic aesthetics by managing filing systems, front-end cleanliness, plant care, and essential laundry support.

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Team Expectations:

• That you actively embrace, support, and teach the Southeast Physiotherapy Mission, Vision, and Core Values.

• That you realize you are on a team, and not an individual player.

• That you will ask for help where you think you might need it.  I’d rather have you err on the side of asking for too much help than not enough.

 

Core Competencies for Success:

• Elite Multitasking & Cognitive Load Management: You possess the mental agility to track multiple administrative threads—managing a crowded lobby while maintaining accuracy in billing and scheduling.

• Technical Fluency: You have a high comfort level with Cloud-based EMR systems, secure communication portals, and digital file architecture.

• Operational Poise: You remain composed and articulate during "peak volume" periods, ensuring that speed never compromises the quality of the patient experience.

• Financial Literacy: You demonstrate precision in processing varied payment types and navigating the specific nuances of insurance claim submissions and reconciliations.

• Proactive Problem Solving: You don't just identify a bottleneck in the schedule or a filing error; you resolve it before it impacts the clinic flow.

• Brand Ambassadorship: You have the interpersonal warmth and professional polish to act as the primary face of the clinic, building immediate trust with every patient.

• Data Literacy: You understand the importance of metrics and can accurately track and report on daily KPIs to help the clinic measure success.

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The Benefits:

• Equivalent to one day per month of sick time

• Health and dental benefits after 3 months

• Parking pass shared cost ($5/month) to the Access Parking lot

• Flexible work environment

• Great team environment