Clinic Manager - Fun Physio/Chiro/RMT Clinic *RIVERDALE LOCATION*

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Rockstar Clinic Manager wanted for Rockstar Clinic!

Axis Therapy & Performance is seeking an enthusiastic, energetic and self-motivated CLINIC MANAGERfor our BRAND NEW RIVERDALE LOCATION.

Axis Therapy & Performance is a comprehensive, multidisciplinary fitness and lifestyle therapy ecosystem. With a collaboration of highly trained Chiropractors, Physiotherapists, and Massage Therapists – Axis has helped thousands of clients reach their fitness and mobility goals and continues to lead the conversation on why taking care of your body today will ensure your body moves pain free and the way it was designed to, tomorrow.

• See what our clients say about us:

https://www.google.com/search?client=firefox-b-d&q=axis+therapy#lrd=0x89d4d0e69beae019:0x6ac850a17e28830d,1

• Learn more about us:

https://axistoronto.com/

OUR WHY

To break the mold of physical therapy, challenge the status quo and challenge the template to provide a creative and less cookie-cutter experience to our client’s that creates a lasting impression.

WHY WORK AT AXIS:

• Training and ongoing 1-on-1 mentorshipprovided from our leadership team who ensure your growth and assist with technical skill building, business skills and caseload building.
• Monthly Clinic Rounds where skill building and treatment techniques are taught and shared among practitioners.
• Treatment Discounts by seeing your colleagues whenever you want!
• External Clinic Accelerator Program to help grow your caseload, build entrepreneurial skills and generate better outcomes for your clients
• Fully equipped Gym Spaceavailable to all staff.
• Team Socials!We work hard, we play harder! With quarterly team building events and monthly team challenges you will get to de-stress and let loose with your colleagues!

WHAT YOU’LL DO

In this role, you will serve as the culture and front desk expert of the clinic and deliver a lasting impression on each client. The ideal candidate has a positive attitude, eagerness and passion for getting things done in an efficient and accurate manner, all while upholding brand standards. This role reports to the Clinic Director and oversees a team of ~3 Client Experience Coordinators (CECs). The Client Experience Manager position is expected to work 5+ shifts/week at the front desk, fulfilling additional CEM duties while in clinic.

Leadership

• Promote the clinic culture
• Primary point of contact for Client Experience Coordinators
• Weekly LevelTEN meeting with Clinic Director & Lead Physical Therapist
• Onboarding and training of new Client Experience Coordinators
• Operational success of the entire CEC team
• Monthly CEC Meeting with CEC team
• Assist Clinic Director with onboarding of new Physical Therapists with Jane/Telus Training
• Assist Clinic Director with continual process improvement and efficiency of systems
• Assist Clinic Director with creation of documents, policies, procedures, training manuals, continued development of the organization structure, etc.
• Organize agenda for meetings/meeting minutes
• Making quarterly targets (callbacks, reviews, treatment plan booking, etc)
• Weekly Scoreboards
• Ensure all Digital Checklists are completed by CECs

Client Experience Journey

• Greet all clients with high energy and enthusiasm
• Develop rapport with clients during initial phone calls, showing empathy and getting them excited about their session
• Welcome all clients by providing world class customer experience by showing high energy and enthusiasm. Provide assistance and interact with clients using the “Grandmother visits” mentality
• Act as the source of information for clients: location(s), services, physical therapists, events, coverage, price
• Ensure front desk décor, cleanliness, and setup is top notch
• Engage with clients once their session is complete, and ask how their session was. If positive, ask clients to provide a review on Google if they haven’t already, and send review link via email
• Ensure clients book out their future sessions as per their treatment plan.
• Remind clients the importance of staying committed to their treatment plan to reach their goals and the benefit of booking out sessions in advance to get the time that best works with their schedule, reiterating how busy the therapists can get
• Graduate – celebrate when clients complete their plan of care and/or convert to maintenance
• Perform excellent customer service in the form of call backs for fall off clients, ensuring clients on waitlists are booked when space becomes available and rescheduling clients when necessary
• Participate in community outreaches and business development initiatives to generate new assessments and revenue growth

Feedback

• Monthly LevelUP meeting with Clinic Director to discuss wins and challenges
• Participate in ongoing mentorship and educational workshops

Clinic Space

• Report any issues with the physical space of the clinic to the Clinic Director
• Ensure Front desk and client waiting area are clean, organized, and presentable
• Ensure Session rooms, kitchen, and exercise area are clean, organized, and presentable
• Ensure Products are stocked, organized, and presentable
• Ensure floors are clean, garbage is taken out, and space is sanitized regularly

Operations

• Completion of CEM digital checklist
• Weekly Scoreboard
• Oversee front desk phone performance, email management, and walk-in procedure
• Ensure compliance with Client experience operations – Winback calls, Retention calls, Confirmation calls, Reviews, Client Satisfaction survey, New client Registry, etc.
• Oversee scheduling of Client appointments, invoicing, collections, outstanding payments
• Direction procedures related to specific programs and Client types (WCB, WSIB, MVA, etc.)
• Schedule and review reported hours for CEC team
• Payment reconciliation & outstanding billings
• Payment reconciliation audits
• Generate & monitor all callback/cancellation/confirmation call logs
• Monthly compensation reports for PTs
• Inventory management - ordering of stock & supplies

Marketing

• Promote Brand Loyalty on personal social media pages (i.e reposts, booking links, etc.)
• Bi-weekly - Marketing Meeting with Marketing Team
• Content capturing
• Co-management of social media platforms
• Participating, co-ordinating, assisting with outreach programs

WHO YOU ARE

• Full Time availability
• Flexible to work days, evenings and/or weekend hours as needed
• Competency with healthcare administration systems, i.e Jane, Telus Health, HCAI, etc.
• Competency with MVA Protocols and Procedures
• Understanding of all Axis administrative processes, procedures and checklists
• Understanding of insurance company requirements for orthotics as well as other product sales
• Minimum 6 months as a Client Experience Coordinator or other leadership experience within the therapy and wellness sector
• Flexibility to work off hours to hit deadlines
• Social Media Presence (promoting brand loyalty)
• Understand and embody the Axis vision, mission and values to deliver the Axis experience
• Ability to work independently with minimal supervision as well as within a team
• Excellent attendance and punctuality
• Exceptional organizational & multi-tasking skills to ensure quality services are provided
• Drive to work hard, take initiative, and hustle
• Strong sales, communication and customer service skills
• Focused on the growth and development of the team as a whole
• Open-minded and adaptable to new workflows and business initiatives
• Excellent work ethic with strong interpersonal and time management skills

WHO WE ARE

• An award winning clinic
• A newly renovated, modern facility with private rooms and a fully equipped gym space
• Featured on BlogTO and Top Choice Canada
• 5 Star rated organization across all platforms
• Not just client focused but staff-satisfaction focused work environment
• A young, strong family-like culture who supports, educates, and motivates each other in a fun, good vibes only, laid back yet fast paced environment
• Highly energetic young professionals in a highly collaborative environment
• Competitive wages
• Strong social media presence (Instagram, Facebook, TikTok, Google, LinkedIn, Twitter)
• Growth and leadership opportunities via the Axis Career Path
• Jane EMR

CONTACT US IF YOU SHARE THESE CORE VALUES:

• Determination
• Collaboration
• Outcome-Obsession

Job Types: Full-time, Permanent

Salary: $40,000.00-$50,000.00 per year

Additional pay:

• Bonus pay

Benefits:

• Casual dress
• Company events
• Flexible schedule
• On-site gym
• Wellness program

Schedule:

• Monday to Friday
• Weekend availability

COVID-19 considerations:
Medical grade masks and face shields are provided to all Staff. COVID screening and temperature checks are done for all clients and staff. Sensitization bottles in every room and high traffic areas. Facility is deep cleaned every hour.

Application question(s):

• What do you consider the highest form of customer service?
• What impact has physical therapy had on you in the past?
• What book, movie or podcast has significantly impacted you to be the best version of yourself?
• If you could be any Disney character who would you be and why?

Licence/Certification:

• Chiropractic License! (required)

Expected start date: 2022-06-20