Patient Experience Coordinator

Market Mall Physiotherapy & Rehabilitation

Calgary, AB | In Person

Job Type: Part-Time to Full-Time | Permanent

Starting Wage: $18.00/hour

Expected Hours: Approximately 30 hours/week once full-time

About the Role

Are you an organized, proactive person who enjoys figuring out how things work—and how they could work better?

Market Mall Physiotherapy & Rehabilitation is looking for a Patient Experience Coordinator to join our busy multidisciplinary clinic. This is an administrative and patient-facing role for someone who takes initiative, communicates well, learns quickly, and enjoys finding practical solutions rather than waiting to be told what to do.

We are looking for someone who is interested not only in providing excellent patient service, but also in administration, systems, workflow efficiency, and continuous improvement.

This position may begin as part-time while training, with the expectation of transitioning into approximately 30 hours per week by December.

What You'll Do

As a Patient Experience Coordinator, you will be an important part of keeping the clinic running smoothly. Your responsibilities will include:

- Welcoming patients and providing a professional, friendly experience
- Managing appointments, schedules, phone calls, emails, and patient inquiries
- Supporting patient intake, payments, billing, and administrative processes
- Communicating effectively with patients, practitioners, and the clinic team to ensure seamless patient care experiences across all touchpoints.
- Learning and confidently using clinic software and administrative systems
- Following established processes while identifying opportunities to improve them
- Helping develop and refine phone, booking, and patient communication scripts
- Making outbound calls to patients when required, including following up on inquiries and appointments
- Staying organized and developing an efficient personal workflow in a busy clinic environment
- Troubleshooting day-to-day administrative challenges and looking for solutions independently
- Supporting implementation and integration of recent systems, tools, and processes
- Maintaining accurate records and handling confidential patient information appropriately
- Contributing to a positive, collaborative clinic environment

The Person We're Looking For This role is a good fit for someone who:

- Is proactive and self-directed
- Enjoys learning systems and understanding how processes work




- Naturally looks for ways to make things more efficient. Identifying a problem and taking steps toward finding solutions
- Communicates clearly, professionally, and is comfortable speaking with patients over the phone. Explaining what we offer and not only waiting on patients to ask the question, while also being able to 'read the room'.
- Can confidently make outbound/cold calls when required
- Is comfortable developing and improving their own workflow
- Can manage multiple priorities without becoming easily overwhelmed
- Has strong attention to detail and follows through on tasks
- Is comfortable receiving feedback and applying it
- Has a growth mindset and genuinely wants to improve their skills
- Enjoys working as part of a team while also being able to work independently

Experience & Education Previous experience in administration, customer service, reception, healthcare, hospitality, retail, or a similar environment is an asset.

Experience or interest in the following is particularly valuable:

- Administrative systems and JANE software
- Workflow improvement
- Process development
- Systems implementation or integration
- Multi-scheduling and appointment management
- Working with third-parties to solve problems, AR, and determining or following up on coverages
- Microsoft Office and other digital tools used to communicate with patient and leadership teams

A bachelor's degree is not required. We are more interested in your ability to learn, communicate, take initiative, and contribute to a busy team. This Is a Busy Clinic

Our clinic moves quickly, and this position requires someone who is comfortable taking ownership of their work.

You will not always have someone standing beside you telling you what to do next. We are looking for someone who can look at what needs to be done, prioritize, and take action.

That includes being willing to:

- Figure out what workflow works best for you
- Look for answers before immediately asking someone else
- Identify inefficiencies and suggest improvements
- Practice and improve your phone and booking scripts
- Make outbound calls confidently




- Adapt when schedules or priorities change
- Ask questions when clarification is genuinely needed
- Communicate when something isn't working
- Take feedback and turn it into action

If you enjoy having ownership over your work and finding better ways of doing things, you'll likely enjoy this setting. Schedule & Availability

We are looking for someone who is interested in approximately 30 hours per week once fully transitioned into the role.

- Primarily morning/daytime shifts
- Some evening availability will be required based on clinic needs
- May begin on a part-time morning/day/evening schedule during training, with the expectation of moving toward full-time hours by December
- Availability throughout the Christmas and New Year season is required, as the clinic continues to operate during this period

Specific shifts will be determined based on clinic operations and staffing needs.

What We Offer

- $18.00/hour starting wage
- Opportunity to transition from part-time to approximately 30 hours/week
- Extended health and dental benefits after 3 months, subject to eligibility
- Paid onboarding and training
- Opportunities to develop administrative, systems, and healthcare experience
- A collaborative and supportive team environment
- The prospect to contribute ideas and improve how the clinic operates
- Potential for continued growth as your skills and responsibilities develop

Our Core Values Deliver the best patient experience. Every interaction matters.

Set and pursue meaningful goals. We believe in continuous personal and professional growth.

Build a strong, positive team culture. We work together, communicate openly, and support one another.

Interested?

If you're someone who is organized, curious, proactive, communicative, and solution-oriented, we'd love to hear from you.

If you're looking for a position where you can simply complete a checklist of assigned tasks, this may not be the right fit.

If you're looking for an opportunity to learn, take ownership, improve and implement systems, becoming an increasingly valuable part of a busy healthcare team, we encourage you to apply.

Market Mall Physiotherapy & Rehabilitation

Calgary, AB

$18.00/hour | Part-Time to Full-Time | Permanent

Pay: $18.00 per hour

Expected hours: 26.0 – 35.0 per week

Benefits

- Company events
- Extended health care

Application question(s):
- Do you have experience with JANE booking system?

Work Location: In person

📌 Patient Experience Coordinator (Calgary)
🏢 Market Mall Physiotherapy
📍 Calgary