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Critical Trauma Therapy is seeking a detail-oriented and organized Receptionist/Administrative Assistant to join our team in an in-person capacity. This role is essential to maintaining the high quality of care we provide to our clients by ensuring administrative excellence behind the scenes

Why Join Critical Trauma Therapy?

- Competitive compensation
- Comprehensive benefits package (Vision, Dental, LTD, Travel Insurance, Prescription Drug Coverage, and paramedical service)
- Paid vacation
- Professional development and advancement opportunities
- Supportive, collaborative team environment
- Primarily based at one clinic location (Grimsby or St. Catharines), with occasional vacation coverage at the other location

Position Summary The Care Coordinator/ Reception is the first point of contact for clients, referral sources, and visitors to our clinics. This position provides administrative, reception, scheduling, and extended health benefits support while ensuring the efficient day-to-day operation of our Grimsby and St. Catharines locations.

The successful candidate is highly organized, customer-focused, and able to manage multiple priorities in a fast-paced healthcare environment while maintaining confidentiality and professionalism.

Key Responsibilities

- Reception & Client Experience
- Greet clients, families, and visitors in a professional and welcoming manner.
- Answer incoming telephone calls and respond to email inquiries.
- Schedule, confirm, reschedule, and cancel appointments.
- Maintain clinician schedules and assist with appointment optimization.
- Prepare treatment rooms and reception areas to ensure a welcoming clinic environment.
- Receive and distribute mail, deliveries, and clinic correspondence.
- Process client payments and issue receipts as required.

Extended Health Benefits Administration

- Verify extended health benefit coverage with insurance providers.
- Assist clients with benefit-related inquiries and explain coverage where appropriate.
- Submit claims through insurer portals when applicable.
- Communicate with insurers regarding claim status, approvals, and required documentation.
- Submit and manage Motor Vehicle Accident (MVA) claims through HCAI (Health Claims for Auto Insurance).
- Submit and track billing for EHB, WSIB, OHIP, OAP, and Veterans Affairs claims.
- Communicate directly with insurance adjusters and lawyers regarding claim status, documentation, and approvals.
- Prepare OCF-18 (Treatment and Assessment Plan) and OCF-21 (Auto Insurance Standard Invoice) forms for multiple different services.
- Assist therapists with obtaining required insurer documentation.
- Maintain accurate benefit and billing records.

Administrative Support

- Prepare, scan, upload, and organize client documentation.
- Maintain electronic client files in accordance with PHIPA requirements.




- Assist therapists with administrative tasks and document preparation.
- Monitor clinic supplies and coordinate inventory orders.
- Maintain office equipment and coordinate service requests when needed.
- Assist with onboarding paperwork and general office administration.
- Support management with special projects and other administrative duties as assigned.

Scheduling & Coordination

- Coordinate new referrals and intake appointments.
- Ensure referral documentation is complete prior to appointments.
- Liaise with therapists regarding scheduling changes and client needs.
- Assist with waitlists and appointment availability.
- Coordinate communication with referral sources and external stakeholders.

Customer Service

- Provide exceptional customer service to clients, referral sources, insurers, and healthcare professionals.
- Resolve routine client concerns professionally and escalate issues when appropriate.
- Maintain a positive and professional clinic environment.

Skills & Qualifications

Required

- Minimum 2 years of administrative or reception experience, preferably in a healthcare setting.
- Excellent customer service and interpersonal skills.
- Solid verbal and written communication abilities.
- Exceptional organizational and multitasking skills.
- Proficiency with Microsoft Office (Word, Outlook, Excel).
- Ability to work independently while managing competing priorities.
- Strong attention to detail.
- Ability to maintain strict confidentiality.
- Reliable transportation to travel between the Grimsby and St. Catharines clinics as required.
- Extensive knowledge of how HCAI, Motor Vehicle Accident (MVA), EHB, WSIB, OHIP, OAP, and Veterans Affairs billing and claims submission works is mandatory, as this role is responsible for preparing and submitting these claims.
- Ability to communicate directly with insurance adjusters and lawyers regarding claims, documentation, and approvals.
- Ability to prepare OCF-18 and OCF-21 forms for multiple different services is mandatory.
- Strong organizational skills with the ability to learn and operate multiple billing/claims systems; systems training will be provided.
- Excellent written communication skills, including the ability to draft skilled letters and maintain detailed case notes.

Preferred

- Experience working in an occupational therapy, physiotherapy, rehabilitation, or medical clinic.
- Experience with extended health benefits administration.
- Familiarity with electronic medical records (EMRs)



and scheduling software.
- Knowledge of PHIPA and healthcare privacy requirements.
- Experience working with insurance companies or third-party payers.
- Knowledge of Jane App is an asset.

Key Competencies

- Exceptional Customer Service
- Skilled Communication
- Organization & Time Management
- Attention to Detail
- Initiative & Problem Solving
- Teamwork & Collaboration
- Adaptability
- Confidentiality & Professionalism

Working Conditions

- Primarily office-based at one clinic location (Grimsby or St. Catharines), with occasional travel required to the other location for vacation coverage
- Combination of reception, administrative, and scheduling responsibilities.
- Frequent interaction with clients, families, therapists, insurers, and referral sources.
- Fast-paced healthcare environment requiring excellent multitasking and prioritization.
- Very fast-paced environment with strict deadlines and the management of thousands of client files.

Salary Range

Compensation will be discussed during the interview process and will be based on the successful candidate's education, skills, and relevant experience.

We are excited to welcome the right individual to our growing team. If you are passionate about providing exceptional customer service and enjoy supporting healthcare professionals in delivering outstanding client care, we encourage you to apply.

Additional Information

At Critical Trauma Therapy, we value a fair and transparent hiring process. We do not use artificial intelligence (AI) to screen, rank, or make hiring decisions on applications. Every application is reviewed by a member of our hiring team to ensure candidates are evaluated based on their qualifications, experience, and potential.

Learn more about us at: https://criticaltraumatherapy.com/

Pay: $20.00-$26.00 per hour

Benefits

- Dental care
- Extended health care
- Life insurance
- Paid time off
- Vision care

Application question(s):
- Do you have experience submitting Motor Vehicle Accident (MVA) claims through HCAI (Health Claims for Auto Insurance)?
- Do you have experience communicating directly with insurance adjusters and lawyers regarding claim status, documentation, and approvals?
- Do you have extensive knowledge of billing/claims processes for HCAI, EHB, WSIB, OHIP, OAP, and Veterans Affairs? Are you comfortable managing a high volume (thousands) of files in a fast-paced environment with strict deadlines?
- This role is primarily based at one clinic (Grimsby or St. Catharines) but requires occasional travel to the other location for vacation coverage. Are you able to travel between both clinics as needed?
- Do you have experience preparing OCF-18 (Treatment and Assessment Plan) and OCF-21 (Auto Insurance Standard Invoice) forms for multiple different services?

Work Location: In person

📌 Care Coordinator (MVA)/ Reception (St. Catharines)
🏢 Critical Trauma Therapy
📍 St. Catharines