Patient Experience Lead –

BeActive Physio – Oakville

BeActive Physio is seeking an experienced Patient Experience Lead to oversee front desk operations and ensure an exceptional experience for every patient visiting our clinic.

This role is ideal for someone with strong physiotherapy or healthcare clinic experience who enjoys leading systems, supporting team members, and ensuring clinics run smoothly every day.

The Patient Experience Lead works closely with clinic leadership and plays an important role in maintaining operational standards, patient communication systems, and clinic organization across multiple locations.

Key Responsibilities:

Front Desk Leadership & Team Coordination

- Provide day-to-day guidance and coordination for front desk staff and virtual assistants
- Ensure consistent patient communication standards across the clinics
- Support training and onboarding of new front desk team members
- Monitor scheduling workflows, patient intake, and front desk operations
- Assist in resolving complex patient situations or escalations when required

Patient Experience Oversight

- Oversee the patient journey from initial contact through discharge
- Ensure strong patient communication, appointment confirmations, and follow-up systems
- Monitor patient experience and identify opportunities for improvement
- Maintain consistent front desk standards across all clinic locations

Clinic Operations & Systems Oversight

- Maintain accurate scheduling and clinic workflow within Juvonno /Jane EMR
- Monitor administrative processes including billing workflows and insurance coordination
- Support accounts receivable follow-up when required
- Assist with administrative processes including insurance, WSIB and MVA files
- Maintain operational reporting and clinic scoreboards

Clinic Environment & Facility Standards

- Ensure front desk, waiting areas, treatment rooms, Kitchen,



Storage and gym spaces maintain high standards of cleanliness and organization
- Monitor the clinic environment and ensure daily operational readiness
- Ensure clinic supplies are organized, stocked, and ordered when needed
- Coordinate with team members to maintain a professional and welcoming clinic space

Systems & Process Improvement

- Identify opportunities to improve front desk workflows and clinic systems
- Help implement operational improvements that enhance clinic efficiency and patient experience
- Support the implementation of clinic processes and operational standards

Clinic Locations Supported

This role is primarily based in our Oakville clinic, where the majority of front desk operations take place.

The goal is to ensure consistent patient experience, operational workflows, and clinic standards across all locations.

Qualifications

- Previous experience working in a physiotherapy clinic strongly preferred
- Experience with Juvonno/Jane EMR is highly preferred
- Proficiency with Google Workspace (Google Sheets, Docs, Calendar, Drive)
- Strong organizational and communication skills
- Ability to manage a busy clinic workplace with professionalism and calmness
- Strong attention to detail and ability to maintain operational standards
- Comfortable supporting multiple clinic locations and teams

Compensation

$18 – $20 per hour, depending on experience.

Opportunity for growth as the clinics continue to expand.

About BeActive Physio





BeActive Physio is an award-winning multidisciplinary rehabilitation clinic dedicated to helping people move better, recover from injuries, and stay active. Our award-winning team of physiotherapists, chiropractors, and registered massage therapists works collaboratively to deliver high-quality, evidence-based care. We are proud to have earned the trust of our community with 600+ five-star Google reviews (combined), reflecting our commitment to exceptional patient care and a consistently positive patient experience.

Our clinic culture is guided by core values that shape how we work with patients and with each other. We believe in Growth through continuous learning and improvement, Accountability by taking ownership and following through, Empathy by approaching every patient with understanding and care, and Collaboration because the best outcomes happen when teams work together. We also believe in Fun—celebrating progress, supporting each other, and creating a positive environment where both patients and team members can thrive.

How to Apply:

We are looking for thoughtful and motivated candidates who take pride in their work and leadership. If this sounds like you, please complete our short application form using the link below. The form includes several questions about your experience, leadership approach, and fit with our clinic culture. You will also be asked to send your resume and a cover letter explaining why you believe you are a strong fit for the Clinic LEAD role at BeActive Physio.

FORM: https://forms.gle/pyBHiS6TqkzN9wE78

Only applicants who complete the form will be considered for the next step of the hiring process. We appreciate your time and look forward to learning more about you.

Copy the link: https://forms.gle/pyBHiS6TqkzN9wE78

Job Type: Full-time

Pay: $18.00-$20.00 per hour

Work Location: In person

📌 Patient Experience Lead (Oakville)
🏢 BeActive Physio
📍 Oakville