Position:

Front Desk/Admin/Reception for a Physiotherapy Clinic

Who We Are Looking for:

Are you comfortable with talking to strangers both in person and on the phone? Are you a self-starter? Is being “organized” a top priority in your life and are you able to multitask and prioritize projects, while simultaneously meeting deadlines and prioritizing your day? Can you communicate effectively with people from all different backgrounds – both written and verbal? Are you able to speak up when you see something that is not working and can you anticipate the needs of other people because you show up for work knowing that the smallest details always make the difference?

Do you have a positive outlook on life? Are you flexible, open to change, and committed to learning? If so, you could be just the person we are looking for to fill the position that we have available in the reception and on the front desk of one of our busy physiotherapy clinics.

About Us – Physio For Surgery (PFS) (www.physioforsurgery.ca)

Physio for Surgery was founded on the basis of bringing the best in customer care and evidenced based treatment to Unionville/Markham and surrounding areas. The founder of the company is a former professional football Athletic Therapist, and currently works with Team Canada's Baseball Junior National Team.

The owner has invested heavily in himself and the practice on training, new treatment techniques, cutting edge equipment, and learning how to communicate with patients with one goal in mind, to deliver the best service possible to each and every client.

We are looking to build a team. We need everyone to contribute equally, and if you have ever been on a winning team you will understand the need for great cultural fit. PFS is a place where we have a lot of fun. We have created a place that staff love to come to work to learn and grow – and a place that our patients look forward to coming back to time and time again.

In this job you will have 3 months of 1 on 1 training and ongoing training thereafter. You will be given all the tools you will need to succeed and grow into your role. This is a growing company with many opportunities.

We believe whole-heartedly in on-going education and provide an immense amount of training, teaching, and coaching as well as having people from all parts of the country working with us.

Demand for this role is expected to be high and we invite you to apply if you feel able to achieve the following tasks and have the relevant skills to do so. We know that real A Players love to be held accountable for high standards of performance which means the role will come with your own key objectives that when consistently hit, will result in substantial benefits and privileges in the role that will be discussed at the interview level should you be successful.

The right person is likely to have been working in a customer facing environment and has a long track record of dealing with customers, answering questions on the phone and in person, and turning inquiries into happy customers.

The Role:

You will be responsible for managing a busy front desk and waiting room experience, meeting and greeting our patients, answering the phone, converting inquiries into paying patients and ensuring that all of our patients are looked after and made to feel welcomed whenever they enter your world.

Ultimately, your job is to help us grow the revenue of the clinic by booking in new patients via the phone or those who walk into our clinic directly and excelling at retaining those patients as lifelong customers of the business. You’ll do that by creating the type of customer service experience that patients will be happy to pay for - and just as happy to tell others about.

The Tasks:

• Communicate the value of our services (in person and on the phone) and be able to explain how what we do, is worth the price we are asking
• Successfully handle price objections
• Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone ensuring that patients are committed and bought into our service
• Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to
• Ensure that people who call requesting appointments are placed on schedule and understand the true time and cost commitment involved in physical therapy
• Ensure people show up excited for their first appointment after scheduling
• Communicate with patients before, during and after appointments to ensure satisfaction is being achieved
• Ensure that all invoices are raised on time, every time and are sent to the appropriate person (in house or externally)
• Organize and plan all schedules – maximizing efficiency and revenue for the clinic
• Foster deep relationships with patients ensuring NP score hits agreed levels
• Develop and regularly update the procedures library so that every aspect of the role is documented and can be achieved by anyone else in the business

Skills/Competencies Needed:

• Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes (empathy)
• Be able to answer all questions asked on the phone in a such a way that increases the likelihood that the person asking will want to become a customer (insightful and knowledgeable)
• Recall names and faces of patients and in doing so making all our patients feel welcomed and remembered
• Provide a warm and welcoming greeting to patients when they arrive in the clinic (experience)
• Organization and planning: plans and organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
• Follow through on commitments: lives up to verbal and written agreements regardless of personal cost
• Demonstrate an ability to quickly and proficiently understand and absorb new information
• Attention to detail: does not let important details slip through the cracks
• Persistence: demonstrate tenacity and willingness to go the distance to get something done
• Proactivity: acts without being told what to do. Brings new ideas to the company

What we will do for you:

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• Provide you with ongoing training and support in the field of customer service and front desk administration
• Give you an amazing environment to work in that includes working with a team of wonderful and very supportive staff – as well as very friendly customers
• Opportunity to develop and grow in a team that is value driven and strongly encourages personality based service

Competitive salary with chance to earn even more as we grow as a result of your impact

Compensation: 20 - 25$ Hourly Depending On Experience.

To Apply:

Please submit your resume and include a short cover letter explaining why you think you would be suitable and what you are looking for in the role (i.e. how can we make/keep you happy in the role if you are successful?).

Job Type: Full-time

Salary: $20.00-$25.14 per hour

Schedule:

• 8 hour shift

Experience:

• Front desk: 1 year (preferred)
• Administrative experience: 1 year (preferred)

Work Location: One location

Expected start date: 2023-01-09

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