CLINIC OPERATIONS & GROWTH MANAGER

SHIELD Athletics & Sports Medicine — Burlington, ON

ABOUT THE ROLE

We are looking for a Clinic Operations & Growth Manager to help oversee the day-to-day administrative operations, patient experience and business development of our Therapy & Sports Medicine clinic.

This is a hands-on role that combines clinic administration, patient coordination, scheduling, customer service and business growth.

You'll be responsible for keeping the clinic organized and running efficiently while ensuring patients receive an exceptional experience from their first inquiry through their ongoing care.

You'll also be the connector between our Therapy & Sports Medicine clinic, Performance Centre and On-Ice programs, helping create opportunities for patients and athletes to access the full SHIELD ecosystem.

This person will spend time managing the front end of the clinic, supporting our clinicians and administrative processes, while also building relationships and representing SHIELD within the community.

WHAT YOU WILL DO1. Clinic Administration & Operations

- Manage daily clinic administration and front-desk responsibilities.
- Coordinate patient bookings, cancellations, confirmations and waitlists.
- Manage clinician schedules and help maintain consistent patient flow.
- Respond to phone calls, emails and patient inquiries in a timely manner.
- Assist with patient intake, registration, billing and payment processing.
- Maintain accurate patient information and administrative records.
- Support insurance, direct billing and other administrative processes.
- Help manage supplies, clinic organization and day-to-day operational needs.
- Support clinicians with administrative coordination so they can focus on patient care.

2. Patient Experience & Coordination

- Create a welcoming and professional first impression for every patient.
- Help patients understand our services and connect them with the appropriate clinician.
- Coordinate follow-ups, rebooking and patient communication.




- Ensure patients understand their next steps and have a smooth experience.
- Identify opportunities to improve the patient journey and clinic processes.

3. Clinic Growth & Business Development

- Help grow the clinic through lead follow-up, patient conversion and referral development.
- Identify opportunities to increase bookings and clinician utilization.
- Build relationships with physicians, sports medicine providers, schools, associations and local sports teams.
- Find and attend networking events, team visits and community partnership opportunities.
- Represent SHIELD professionally within the Burlington and surrounding communities.
- Identify opportunities to introduce current patients and athletes to our services.

4. SHIELD Ecosystem Integration

- Build strong communication pathways between Therapy, the Performance Centre and On-Ice/Hockey Club departments.
- Identify opportunities where athletes and patients can benefit from additional SHIELD services.
- Help coordinate referrals and transitions between departments.
- Work with department leaders to improve communication, processes and the overall customer experience.

5. Reporting & Accountability

- Track new patient bookings, inquiries and lead conversion.
- Monitor clinician schedules, openings and utilization.
- Track patient follow-ups and rebooking activity.
- Report weekly on clinic performance and growth opportunities.
- Identify operational issues and bring forward solutions.

WHAT THIS ROLE IS NOT

This is not a treating clinician or clinical leadership position. You will not diagnose,



prescribe treatment or supervise clinical care.

You will work alongside our clinicians and Therapy leadership to ensure the administrative, operational and growth side of the clinic is running effectively.

WHO YOU ARE

We're looking for someone who is organized, personable, proactive and comfortable wearing multiple hats.

You enjoy working with people, managing details and building relationships. You can move from handling a busy front desk to making an outbound referral call or attending a community networking event.

Ideally, you bring:

- Experience in clinic administration, healthcare, customer service, sales or business development.
- Experience in physiotherapy, chiropractic, sports medicine, fitness or an athletic environment is an asset.
- Strong organizational and time-management skills.
- Experience with scheduling, billing, patient management systems and administrative processes.
- Excellent communication and customer service skills.
- Confidence making calls, following up with leads and developing referral relationships.
- Strong computer skills and the ability to learn new systems.
- A proactive mindset and willingness to take ownership.
- The ability to work independently while collaborating with a larger team.

WHY SHIELD?

SHIELD is more than a traditional clinic. Our 60,000 sq. ft. Burlington facility brings together sports medicine, physiotherapy, chiropractic care, rehabilitation, strength and conditioning, athletic development and a full-size indoor ice rink.

You'll be joining an established organization with an active community of athletes, families, patients and members.

This is an opportunity to become part of a growing healthcare and performance organization where your work directly contributes to the patient experience, operational success and continued growth of the business.

Pay: From $23.00 per hour

Expected hours: 40.0 per week

Benefits:

- On-site parking

Work Location: In person

📌 Clinical Operations + Growth Manager (Burlington)
🏢 SHIELD Athletics + Sports Medicine
📍 Burlington