Position Summary The Reception Lead is responsible for proactively managing reception operations, patient booking, and schedule utilization across Windsor and off-site offices. A primary focus of this role is to maximize available booking capacity by continuously monitoring schedules, identifying open or underutilized appointment slots, responding quickly to cancellations and operational changes, and coordinating with reception and clinical teams to keep schedules as full and efficient as reasonably possible.

The Reception

Lead also coordinates reception staffing and coverage, supports consistent use of Cerebrum, provides day-to-day guidance to reception staff, and escalates operational barriers that may affect patient access or clinic capacity.

Key ResponsibilitiesReception Scheduling and Coverage

· Prepare and maintain reception staff schedules for Windsor and off-site offices, with schedules completed sufficiently in advance to support reliable coverage.

· Coordinate coverage for lunches, absences, sick calls, vacation, and other staffing gaps while minimizing disruption to clinic operations.

· Remain available to respond to urgent same-day staffing issues and arrange coverage promptly.

· Provide hands-on reception coverage at Windsor or off-site locations when operationally required.

· Coordinate with the Admin Lead and clinical leads regarding reception coverage needs that may affect patient flow or clinic capacity.

· Track and communicate staffing gaps, recurring coverage concerns, and operational risks to management.

Patient Booking and Schedule Optimization

· Proactively review patient booking schedules throughout the day and across upcoming clinic dates to identify open, underbooked, cancelled, or otherwise unused appointment capacity.

· Take timely action to fill available appointment slots by coordinating with reception staff, using appropriate patient lists or booking workflows, and following established scheduling priorities.

· Monitor Echo and other assigned clinic schedules across all sites and actively work to maximize booking capacity while maintaining appropriate appointment types, timing, and clinical requirements.

· Respond quickly to cancellations, physician schedule changes, staff absences,



and other operational changes by reorganizing or rescheduling appointments to preserve clinic capacity wherever possible.

· Identify recurring causes of unfilled capacity, booking delays, scheduling errors, or workflow bottlenecks and escalate them with practical recommendations for improvement.

· Ensure Cerebrum schedules are accurate, appointment slots are used appropriately, and outstanding scheduling issues are followed through to resolution.

Team Leadership and Operational Support

· Provide day-to-day direction and support to reception staff regarding booking priorities, patient flow, scheduling expectations, and operational issues.

· Support reception staff with difficult patient interactions, booking concerns, and workflow problems, and escalate matters when appropriate.

· Audit reception and scheduling errors in Cerebrum, review findings with staff, and reinforce correct booking and scheduling procedures.

· Maintain and update reception booking and workflow procedures so staff have transparent, current guidance.

· Assist with recruiting and onboarding reception staff and support structured training focused on booking accuracy, schedule utilization, Cerebrum processes, patient service, and coverage expectations.

· Promote consistent service standards, teamwork, accountability, confidentiality, and proactive problem-solving across all reception locations.

· Act as a communication link between reception staff, the Admin Lead, clinical teams, and the Director of Operations by raising capacity concerns, sharing operational updates, and ensuring management direction is implemented.

Booking Performance and Reporting

· Monitor and communicate schedule utilization, open capacity, recurring booking gaps, and other trends that may affect patient access or clinic productivity.

· Review upcoming schedules proactively and flag significant underbooking or operational risks early enough for corrective action.

· Prepare or contribute to operational reports related to booking activity,



schedule utilization, cancellations, or clinic capacity as requested.

· Recommend workflow or scheduling improvements that may help increase booking efficiency, reduce unused capacity, and improve patient access.

Qualifications and Experience

· Previous experience in medical reception, healthcare administration, booking coordination, or a comparable patient-service environment.

· Demonstrated experience coordinating schedules, managing competing priorities, and proactively identifying and resolving booking or coverage gaps.

· Experience guiding, training, or supporting staff is preferred.

· Strong proficiency with electronic medical records and scheduling systems; experience with Cerebrum is an asset.

· Comfort working with schedule data, reports, email, and Microsoft Office or Google Workspace.

Core Competencies

· Leadership, reliability, initiative, accountability, and sound judgment.

· Strong scheduling, organization, prioritization, problem-solving, and follow-through skills.

· A proactive mindset with the ability to identify unused capacity or operational issues before they become larger problems.

· Accuracy and attention to detail when managing patient bookings, schedules, documentation, reports, and confidential information.

· Clear, respectful, and professional communication with patients, staff, clinical teams, and leadership.

· Ability to remain calm, flexible, and service-focused in a busy multi-site clinical environment while balancing patient access and operational needs.

Working Expectations

· Work primarily on site and travel to off-site offices when required for coverage or operational support.

· Maintain patient and employee confidentiality and comply with all Windsor Heart Institute policies and procedures.

· Adjust priorities and provide hands-on support during staffing shortages, high patient volumes, booking gaps, or other operational needs.

· Take ownership of assigned booking and reception workflows, follow issues through to resolution, and perform other related duties within the scope of the position as assigned by management.

Pay: $23.00 per hour

Expected hours: 40.0 per week

Benefits

- Municipal pension plan
- On-site parking

Work Location: In person

📌 Reception Lead (Windsor)
🏢 windsor heart
📍 Windsor