Client Experience Specialist

Location

Burnaby, BC | Canada

Job description

Our award-winning multidisciplinary clinic is looking for a Client Experience Specialist to join our growing team.

Are you tech-savvy, a master at multitasking, and passionate about customer service? If so, we want you to join our team. As our Client Experience Specialist, you will be the face and voice of our award-winning clinic, and act as the glue that holds our dynamic healthcare team together.

The Role:

Because we are growing, we are looking for a full-time admin assistant to join our frond desk team.  In this role you'll have the important task of being the first point of contact with the patients of our practice.  You must have previous experience in admin/office work and have a strong focus on customer service.  You also must be able to work in a fast-paced environment and demonstrate extraordinary attention to detail.  Please ONLY apply if you have experience in admin and have worked in a customer service environment.

You MUST be comfortable with talking to strangers on the phone both in person and on the phone as well as a self-starter.  Being "organized" should be a top priority in your life and must be able to multi-task and prioritize projects, while simultaneously meeting deadlines and prioritizing your day.

You must be comfortable taking payments, talking about money and comfortable handling customer concerns and questions about cost. PLEASE ONLY APPLY if you can handle conversations about money/cost.  

If you have a positive outlook on life, you are flexible and open to change and committed to learning, you could be just the person we are looking for to fill the position that we have able in the reception and on the front desk.

Responsibilities

• Provide outstanding patient care through welcoming, enthusiastic, and professional service
• Oversee the day-to-day management of the clinic including the coordination of clinic operations and establishment of work schedules
• Responsible for patient appointment scheduling, insurance verification, creating new patient files, and maintaining patient records
• Scan and file patient documents, while ensuring all information is complete and accurate
• Manage the inbound phone calls from patients walking to book appointments
• Communicate the value of our services (in person and on the phone)
• Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone ensuring that patients are committed and bought into our service
• Greet patients and respond to telephone calls, emails, walk-ins, and website contact form inquiries
• Responsible for financial operations including payment processing and controlling credit extended to patients
• Monitor supply stocks and place orders when necessary
• Measure patients for compression socks and place orders to the supplier
• Maintain cleanliness of the reception area and undertake other housekeeping duties as required

This is an awesome opportunity for someone who:

• LOVES PEOPLE and wants to broaden your customer service experience and skills
• Want to work in a fast-paced, NO-DRAMA environment where office politics, backstabbing, gossip and negativity are NOT tolerated
• Wants to work at a company where they can LEARN about all aspects of customer service, administration as well as finance and marketing
• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success
• Likes the idea of working for a smaller (but growing) company where their ideas and contributions directly impact the company's success, direction and growth.
• Wants a position that will offer upward earning and career advancement: we want people who are interested in growth, learning and becoming part of our team long-term

Skills Required:

• Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes (empathy)
• Be able to answer all questions asked on the phone in such a way that increases the likeihood that the person asking will want to become a customer (insightful and knowledgeable)
• Recall names and faces of patients and in doing so making all our patients feel welcomed and remembered
• Provide a warm and welcoming greeting to patients when they arrive in the clinic (experience)
• Demonstrates an ability to quickly and proficiently understand and absorb new information
• Attention to detail: does not let important details slip through the cracks
• Persistence:  Demonstrates tenacity and willingness to go the distance to get something done
• Proactivity: Acts without being told what to do.  Brings new ideas to the company
• 1-2 years of administrative experience is preferred
• Completion of secondary school – a university or college degree is an asset
• Customer service oriented with excellent oral and written communication skills
• Ability to prioritize and execute multiple tasks in a fast-paced environment
• Strong computer skills with experience using email, Microsoft Office, and Windows operating systems
• Knowledge of JANE APP software an asset
• Must enjoy working in a collaborative team environment

Hours

Full time 24-32 hours, Must be able to work evenings until 8pm and weekends.

About Royal Treatment Therapeutics

Located in South Burnaby, Royal Treatment Therapeutics is a multidisciplinary wellness centre passionate about outstanding patient care. We offer a variety of services including massage therapy, physiotherapy, chiropractic, acupuncture, Traditional Chinese Medicine, and more. All our practitioners are registered in their respective fields and dedicated to providing exceptional care in a warm and welcoming environment. Whether a patient is seeking pain relief, stress reduction, or relaxation, we make it our mission to provide the “royal treatment” at our award-winning clinic.

Why Work with Us

• Comprehensive and competitive compensation package
• Vacation and statutory holiday pay
• Excellent benefits package including health, vision, dental, and life insurance
• Staff discounts on services and products
• Flexible work schedules

Job tags

Salary