Primary Objectives

- Patient experience (at the front desk)
- Provide feedback
- Management of the clinic space
- Operations

A. Patient Experience

- Phone performance. Answer rates, new patient booking rates, scripts
- Welcome, assist, and interact with patients - “Grandmother visits” mentality
- Source of information for patients: location(s), services, clinicians, events, coverage
- Follow-up calls- Recent Patient checklist, Inbound phone, Winback calls, Follow up calls, Fall off calls, Confirmation calls, Reviews, Patient Satisfaction collection, New Patient Registry, etc
- Front desk décor and setup
- New patient checklist
- Appointment bookings
- Billings and collections
- Funding information

B. Feedback

- Each month, meet with Patient Experience Manager and the team to discuss operational challenges and solutions
- Attend training sessions and workshops

C. Clinic Space

- Ensure the outside of the clinic (i.e. parking, walkway, front door, sandwich board) is organized, clean, and unobstructed
- Report any issues with the physical space of the clinic




- Front desk and patient waiting area are clean, organized, and follow brand guidelines
- Treatment space, rooms and exercise area are clean, organized, and follow brand guidelines
- Products are stocked, organized, and follows brand guidelines

D. Operations

- Covid screen and sanitizing
- Ensure completion of digital checklists
- Phone performance. Answer rates, new patient booking rates, scripts
- Follow patient experience operations - Winback calls, Retention calls, Confirmation calls, Reviews, Patient Satisfaction collection, New Patient Registry, etc
- Responsible for scheduling patient appointments, invoicing, and collections
- Email management i.e. updating walk, and walk-in procedure
- Follow procedures related to specific programs and patient types (WCB, WSIB, MVA)
- Suggest improvements and escalate any operational issues to the Patient Experience Manager
- Updating new patient email list
- Social Media involvement i.e. email, Instagram, Facebook

📌 Patient Experience Coordinator (Canada)
🏢 ADM Ottawa Physiotherapy
📍 Canada