Physiotherapy Office Manager (North Vancouver)
Flourishing physiotherapy clinic in North Vancouver that prides itself on delivery of exceptional client care is looking for an experienced Office Manager to help maintain and improve our high standards of exceptional care. Are you looking for a challenging yet satisfying position in a highly rewarding and meaningful industry and clinic? Then this is the job for you!
Personality Fit
We are looking for a vibrant, energetic, organized individual who is dedicated and detail- oriented. As the right candidate, you thrive in a collaborative and team setting and work hard to help create this team setting. You realize that your job is essential to the smooth operation of the business and to demonstrating exceptional customer service to clients and are willing to do what it takes to get the job done. As a leader, you practice compassion and empathy when dealing with patients who are injured or in pain, and you act as a role model for the team in these situations to help demonstrate and mentor staff on best practices for demonstrating empathy and providing exceptional customer service to all patients and all those whom they interact with.
You thrive when faced with challenges and can work towards finding solutions to the challenges and ultimately see them as opportunities to grow and improve/change, instead of looking at it negatively. Work independently to achieve these solutions but are open to input from the business owner and others to ensure that their work is in alignment with the vision and goals of the business. As the ideal candidate, you realize that finding solutions can sometimes require hard work, resilience and tenacity. You have the ability to work as an integral part of the management team to implement our mission and goals and work towards improving our organization and team over time and has proven experience to help guide the team.
Job Responsibilities
General Duties
- Review, understand and work to improve operational systems, processes and policies in support of the mission and goals of the clinic
- Play a significant role in long term planning, including initiatives geared to improving customer service and can communicate this to the team effectively to ensure team cooperation for achieving excellent outcomes
- Support their team as needed through email, online booking, phone and in person interactions, as well as regular review of processes with staff to ensure efficiency
- Able to be a strong contributor to organizational planning and business development to improve the longer-term business outcome
- Assessment and independent management of typical problems that may arise from time to time
- The ability to look at situations from several points of view to understand the perspective of the client, clinician, staff, or owner, before drawing conclusions or acting quickly
- You are a natural problem solver, and highly entrepreneurial. There is no problem you can’t solve and you are always thinking on your feet
- You are proactive in identifying the root cause of issues and developing solutions.
- You remain highly flexible and adaptable when faced with ambiguity.
- You effectively balance autonomy and collaboration.
- You inspire breakthrough thinking and continuous improvement.
- You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right.
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Scheduling and Day to Day Operations of the Clinic, Clinic Policies and Procedures
- Oversee all scheduling of administrative and clinical staff, in coordination with administrative and clinical staff
- Oversee waitlists and other enquiries
- Administration of online scheduling and billing software (Jane Software)
- Oversee proper use of the electronic charting system for all staff and uploading of all appropriate information into client charts while maintaining security of personal and medical information
- Inventory management and review of products sold to assist with reordering as well as internal items needed to run the business
- Oversee Financial management of the day-to-day operations of the clinic and ensure financial settlement at end of day is accurately completed by the team
- Oversee and Manage clinic inventories, order supplies and equipment to ensure that all necessary items are available
- Oversee the cleaning and maintenance in the clinic to ensure it meets our high standards for cleanliness and sanitation, especially with more stringent protocols around COVID-19 virus and WorksafeBC requirements
- Liase with the property management group to help oversee achieving assistance with building maintenance issues that may interfere with our business operation, such as elevator repair or window washing
- Coverage of reception duties when needed to ensure smooth operation of the clinic
- Oversee patient engagement and review patient and clinic metrics, ensure protocols for patient follow-up are being adhered to by the team to ensure that patients needs are being met
Business Development and Communication
- Oversee and assist with clinic marketing and written content using various media including print media and signage, brand recognition, social media, website, and/or blog. Prepare metrics to measure the effectiveness of these marketing initiatives to determine the best outcomes for future planning and refinement of future marketing initiatives.
- Development of promotional materials, newsletters, rewards and referral programs
- Organization of community involvement events, presentations and marketing lunches to help bring awareness of our brand and services and positive outcomes
- Oversee SEO contract, advertising campaigns etc. and monitor results to ensure value and performance
- You have experience in public relations, with a strong understanding of the media landscape
- You have a keen eye for emerging media and digital social trends.
Financial
- Oversee Financial management of the day-to-day operations of the clinic and ensure financial settlement at end of day is accurately completed by the team
- Preparation of payroll for staff and payments for clinicians bi-monthly
- Manage and collect Accounts Receivables
- Basic bookkeeping/accounting for entering expenses and simple items
- Work closely with bookkeeper to ensure any discrepancies, errors and/or missing information get cleared up and corrected to ensure proper monthly financial reconciliation
- Create monthly financial reports, and additional reports as needed
- Assist with Creating financial models, budgets and forecasts to ensure the business is profitable
- Tracking business metrics and associated financial models to help with business measurement for business valuation over time
- Use financial modelling to help with business development
Human Resources
- Responsible for recruiting and hiring process for all administrative staff and supporting owner in recruitment for therapists. Manage all communications, contract, registration with all required software and systems as needed.
- Training staff on scheduling and other software systems and clinic processes and ensuring awareness of clinic policies and procedures
- Ensure updated Clinic Manual is present for staff to use to help them if needed
- Providing administrative staff performance evaluations
- Ensuring compliance with human resources law
- Maintaining human resources files on all employees at all stages of their employment
Clinic Culture
- Build and foster a culture of care, trust and understanding, including providing excellent and clear communication and fostering team engagement
- Model excellence and expect excellence from all members of the team
- Develop activities as able to help foster team bonding and communication and continue to build strength in these networks
- Calendar of events and birthday calendars to engage staff and provide a fun and engaging workplace
Minimum Requirements
- Minimum of 3-5 years of previous office administration experience, preferably in a physiotherapy clinic or other health care setting
- Experience delivering exceptional customer service
- A positive disposition with excellent communication skills, both written and verbal
- Exceptional interpersonal skills
- Versatility and proficiency with a wide variety of computer applications (MS Office, Wordpress, Jane Clinic Management, Social Media, Video Editing, etc.)
Location
- North Vancouver, just minutes from Lonsdale Quay and the Seabus
Hours of Work
- Monday - Friday
- Flexibility in hours and reduced work week are possible
Start Date
Compensation
- Salary negotiable, depending upon experience
If this outline matches your skills, personality and interests then we invite you to reply with a resume, cover letter, availability and compensation expectations.
Job Types: Full-time, Part-time
Pay: $24.00-$28.00 per hour
Benefits:
- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
Application question(s):
- Do you live in North Vancouver?
Experience:
- Administrative: 3 years (required)
- Customer service: 3 years (required)
Work Location: In person
