Position Overview

The Front Desk Manager is responsible for overseeing the daily operations of the clinic’s front desk and ensuring an exceptional patient experience from the first phone call or inquiry through booking, treatment, payment, follow-up, and completion of care.

The Front Desk Manager will lead and support the administrative team, maintain efficient therapist schedules, oversee billing and payments, manage patient communication, convert new inquiries into appointments, and ensure clinic policies and procedures are consistently followed.

This is a hands-on leadership position requiring excellent customer service, organization, communication, problem-solving, and sales/conversion skills.

Key Responsibilities

1. Front Desk & Patient Experience

- Lead the day-to-day operation of the reception/front desk.
- Welcome patients warmly and professionally.
- Ensure patients are checked in and checked out correctly.
- Create a positive, professional, and welcoming clinic setting.
- Handle patient concerns, complaints, and service issues promptly.
- Ensure every patient receives consistent and professional communication.
- Maintain confidentiality and comply with applicable privacy requirements.

2. Phone Calls & New Patient Conversion

- Answer incoming calls professionally using the clinic’s established call flow.
- Ask appropriate questions to understand the patient’s needs before providing pricing or appointment information.
- Identify potential new patients and convert inquiries into booked assessments.
- Follow up with missed calls, voicemail inquiries, website inquiries, social media leads, and unbooked patients.
- Follow the clinic’s phone script and patient intake process consistently.
- Track new leads and conversion rates.
- Escalate clinical questions to the appropriate regulated healthcare professional rather than providing clinical advice.

3. Scheduling & Clinic Flow

- Manage appointments using Jane App or the clinic’s scheduling system.
- Book, reschedule, confirm, and cancel appointments.
- Optimize therapist schedules and reduce unnecessary gaps.
- Maintain appropriate appointment utilization across physiotherapy, massage therapy, chiropractic, psychotherapy, and other services.
- Monitor cancellations and no-shows.
- Maintain waitlists and contact patients when openings become available.
- Coordinate schedules between therapists and treatment rooms.

4. Patient Retention & Follow-Up

- Monitor patients who have incomplete treatment plans.
- Follow up with patients who have missed appointments.
- Encourage patients to maintain their recommended appointment schedules.
- Contact inactive patients when appropriate.
- Identify opportunities to improve patient retention.
- Ensure patients understand their next appointment and administrative requirements.

5. Billing & Insurance Administration

- Process patient payments accurately.
- Maintain accurate daily payment records.




- Assist with direct billing and insurance claims.
- Handle WSIB, MVA and extended health billing processes as applicable.
- Follow up on outstanding balances and rejected claims.
- Perform daily reconciliation and identify discrepancies.
- Ensure receipts, invoices, and payment records are accurate.

6. Staff Leadership

- Supervise and support front desk/reception staff.
- Train new administrative employees.
- Ensure staff follow clinic policies, scripts, procedures, and customer-service standards.
- Prepare front-desk schedules and coordinate coverage.
- Monitor staff punctuality, attendance, performance, and productivity.
- Provide coaching and constructive feedback.
- Conduct regular front-desk team meetings.
- Ensure there is adequate front-desk coverage during operating hours.

7. Clinic Operations

- Ensure the clinic opens and closes according to established procedures.
- Monitor cleanliness and organization of reception and common areas.
- Ensure forms, supplies, and administrative materials are available.
- Coordinate ordering of front-office supplies.
- Report equipment, facility, or maintenance issues to management.
- Help maintain smooth communication between administration and clinical staff.

8. Marketing & Business Development

- Respond promptly to leads generated through Google, Meta, website, social media, and other marketing channels.
- Track where new patients are coming from.
- Support clinic promotions, campaigns, community events, and patient outreach.
- Assist with social media and promotional activities when required.
- Encourage Google reviews and patient feedback according to clinic policy.
- Monitor marketing leads and appointment conversion.
- Work with management to identify opportunities to increase patient volume.

9. Administrative & Reporting Responsibilities

Prepare and/or monitor daily and weekly reports including:

- New patient inquiries
- Recent patients booked
- Lead-to-booking conversion
- Missed calls
- Cancellation rate
- No-show rate
- Therapist schedule utilization
- Visits completed
- Outstanding balances
- Direct billing status
- Patient retention
- Revenue collected
- Front-desk performance

Key Performance Indicators (KPIs)

The Front Desk Manager will be accountable for measurable front-desk performance, including:

KPI

Goal

Missed calls

Minimize and follow up same day

New lead response

Prompt response during operating hours

Lead-to-booking conversion

Track and improve monthly

Cancellation/no-show rate

Reduce through confirmations & follow-up





Schedule utilization

Maximize available therapist hours

Patient retention

Improve completion of treatment plans

Billing accuracy

Maintain accurate submissions

Patient complaints

Resolve promptly and professionally

Daily reconciliation

Completed accurately

Staff compliance

100% adherence to clinic procedures

Qualifications

Required:

- 2+ years of administrative/front-desk experience.
- Previous healthcare, physiotherapy, rehabilitation, or multidisciplinary clinic experience preferred.
- Strong communication and customer-service skills.
- Excellent organizational and multitasking abilities.
- Strong computer skills.
- Ability to work in a busy, patient-facing environment.
- Solid attention to detail.
- Ability to lead and coach administrative staff.
- Skilled telephone etiquette.

Preferred:

- Experience with Jane App or similar EMR/clinic management software.
- Experience with WSIB, MVA and extended health billing.
- Experience in physiotherapy, chiropractic, massage therapy, or multidisciplinary healthcare.
- Previous supervisory or management experience.
- Experience with patient sales/conversion and lead follow-up.
- Experience with Canva/social media/marketing is an asset.

Personal Characteristics

The ideal candidate is:

- Friendly but confident
- Professional and approachable
- Highly organized
- Accountable
- A strong communicator
- Comfortable handling difficult conversations
- Sales-minded without being pushy
- Patient-focused
- Proactive rather than waiting to be told what to do
- Able to prioritize under pressure
- Comfortable managing a team
- Detail-oriented
- Reliable and punctual

Important Expectation

This is not a receptionist-only position.

The Front Desk Manager is expected to take ownership of the front-desk department and ensure that every phone call, inquiry, appointment, payment, patient interaction, and administrative process is handled according to clinic standards.

The manager should actively identify problems, improve processes, coach staff, and communicate issues to clinic management before they become larger operational problems.

Reporting Structure

Reports to: Clinic Owner / Clinic Director / Operations Manager

Directly supervises: Front Desk Administrators / Receptionists

Works closely with: Physiotherapists, Massage Therapists, Chiropractors, Psychotherapists, and other healthcare providers.

Working Conditions

- In-person, patient-facing healthcare environment
- Fast-paced multidisciplinary clinic
- May require evenings and weekends depending on clinic operating hours
- Must maintain professionalism and confidentiality at all times
- May be required to assist with additional administrative duties as clinic needs evolve

Pay: $19.00-$23.00 per hour

Benefits:

- Employee assistance program
- On-site parking

Experience:

- Front desk: 2 years (required)

Work Location: In person

📌 Front Desk Manager (Canada)
🏢 Tandem Physiotherapy & Wellness
📍 Canada