receptionist

Front Desk / Patient Experience Coordinator

Immediate Hire

Tandem Physiotherapy & Wellness ? East London (Oxbury)

Location: East London, Ontario Employment Type: Full-time / Part-time Schedule: Flexible, including evenings and weekends

About Tandem Physiotherapy & Wellness

Tandem Physiotherapy & Wellness is a growing multidisciplinary healthcare clinic providing physiotherapy, chiropractic care, massage therapy, pelvic health, acupuncture, concussion and vestibular rehabilitation, psychotherapy, and other wellness services.

Our East London location is expanding, and we are looking for a friendly, organized, and patient-focused Front Desk / Patient Experience Coordinator to become an important part of our team.

The Role

As the first point of contact for our patients, you will play a key role in creating a welcoming, professional, and seamless patient experience.

You will support daily clinic operations, coordinate appointments, communicate with patients and healthcare providers, and work closely with our clinical team.

Key Responsibilities

Patient Experience

• Welcome patients warmly and professionally
• Answer incoming phone calls, emails, and patient inquiries
• Assist patients with booking, cancelling, and rescheduling appointments
• Provide information about clinic services, practitioners, appointments, and policies
• Follow up with patients regarding missed appointments and future bookings
• Help create a positive and welcoming clinic environment

Reception & Administration

• Manage the clinic schedule using Jane App
• Register new patients and maintain accurate patient information
• Process payments and receipts
• Handle direct billing and insurance-related administrative tasks
• Verify and organize patient documentation
• Maintain accurate daily records and clinic reports
• Coordinate practitioner schedules and room availability
• Maintain front-desk organization and clinic cleanliness

Patient Retention & Clinic Growth

• Assist patients in booking their recommended follow-up appointments
• Monitor outstanding treatment plans and appointment needs
• Contact previous patients when appropriate to encourage continuity of care
• Assist with patient reactivation and appointment reminders
• Support clinic promotions, community outreach, and patient communication
• Identify opportunities to improve the patient experience

Team Support

• Work closely with physiotherapists, chiropractors, massage therapists, and other healthcare professionals
• Communicate schedule changes and patient concerns to the appropriate team member
• Assist with opening and closing procedures
• Support the clinic manager with administrative and operational tasks
• Participate in staff meetings and training

What We?re Looking For

We are looking for someone who is:

• Friendly, warm, and genuinely enjoys helping people
• Highly organized and detail-oriented
• Confident communicating with patients in person and by phone
• Comfortable working in a busy healthcare environment
• Reliable and punctual
• Able to multitask while maintaining attention to detail
• Comfortable using computers and learning new software
• Professional and respectful when handling confidential patient information
• A strong team player who takes initiative

Preferred Qualifications

Experience in any of the following would be an asset:

• Physiotherapy, chiropractic, massage therapy, or medical clinic reception
• Healthcare administration
• Jane App or other EMR/scheduling software
• Direct billing and insurance administration
• Patient scheduling and follow-up
• Sales, appointment conversion, or patient retention

Our Ideal Candidate

You don?t need to know everything on day one.

We are looking for someone who is positive, dependable, organized, willing to learn, and passionate about creating an excellent patient experience.

If you enjoy working with people, staying busy, solving problems, and being part of a growing healthcare team, we?d love to hear from you.

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