Front Desk Senior Coordinator; Management

Senior Coordinator

Role Description

Reports to:

• Regional Coordinator

Direct reports:

• Client Coordinators + Lead Coordinator (if applicable)

Compensation:

• $50,000-$58,000/year

Who You Are

• You meet all the criteria outlined for the Lead Coordinator role
• You have demonstrated exceptional leadership and organizational abilities, including overseeing cross-location initiatives.
• You possess the ability to balance the operations, culture, and performance metrics of two clinics simultaneously.
• You excel in fostering collaboration between clinic teams and promoting brand consistency.
• You have a track record of managing multiple priorities effectively and a proactive approach to problem-solving.

Qualities

• Understand and embody the Axis vision, mission and values to deliver the Axis experience
• Ability to work independently with minimal supervision as well as within a team
• Excellent attendance and punctuality
• Exceptional organizational & multi-tasking skills to ensure quality services are provided
• Drive to work hard, take initiative, and hustle
• Strong sales, communication and customer service skills
• Focused on the growth and development of the team as a whole
• Open-minded and adaptable to new workflows and business initiatives
• Excellent work ethic with strong interpersonal and time management skills
• Proven ability to affect change and lead a team

Primary Objectives

The Senior Coordinator role encompasses the objectives of the Lead Coordinator role, with additional responsibilities to:

• Leadership Across Clinics:
  Ensure consistency in operations, client experience, and team performance across two clinics, ensuring all targets are being met.
• Strategic Planning:
  Collaborate with Regional Coordinator and Clinic Directors to set and achieve goals for both clinics.
• Team Development:
  Mentor and support Lead Coordinators (if applicable), ensuring they meet performance expectations and maintain high morale.

A. Leadership

Everything outlined in the Lead Coordinator role, plus:

• Coordinate workflows and communication between the two clinic teams to ensure alignment with Axis standards.
• Conduct weekly check-ins with the Lead Coordinators and/or Client Coordinators at each clinic to monitor progress and address challenges.
• Lead team-building efforts across locations to promote cohesion and a unified culture.
• Act as the main point of contact for cross-clinic operations, projects, and initiatives.

B. Client Experience Journey

Accountability of ALL client coordinators as it relates to:

• Greet all clients with high energy and enthusiasm
• Develop rapport with clients during initial phone calls, showing empathy and getting them excited about their treatment
• Welcome all clients by providing world class customer experience by showing high energy and enthusiasm. Provide assistance and interact with clients using the “Grandmother visits” mentality
• Act as the source of information for clients: location(s), services, physical therapists, events, coverage, price
• Ensure front desk décor, cleanliness, and setup is top notch
• Engage with clients once their treatment is complete, and ask how their treatment was. If positive, ask clients to provide a review on Google if they haven't already, and send review link via email
• Ensure clients book out their future treatments as per their treatment plan.
• Remind clients the importance of staying committed to their treatment plan to reach their goals and the benefit of booking out treatments in advance to get the time that best works with their schedule, reiterating how busy the therapists can get
• Graduate – celebrate when clients complete their plan of care and/or convert to maintenance
• Perform excellent customer service in the form of call backs for fall off clients, ensuring clients on waitlists are booked when space becomes available and rescheduling clients when necessary
• Participate in community outreaches and business development initiatives to generate new assessments and revenue growth

C. Feedback

• Weekly meetings with Regional Coordinator to discuss wins and challenges
• Participate in ongoing mentorship and educational workshops

D. Clinic Space

• Report any issues with the physical space of the clinic to the Clinic Director
• Ensure Front desk and client waiting area are clean, organized, and presentable
• Ensure treatment rooms, kitchen, and exercise area are clean, organized, and presentable
• Ensure Products are stocked, organized, and presentable
• Ensure floors are clean, garbage is taken out, and space is sanitized regularly

E. Operations

• Completion of SC digital checklist
• Weekly Scoreboard
• Oversee front desk phone performance, email management, and walk-in procedure
• Ensure compliance with Client experience operations – Winback calls, Retention calls, Confirmation calls, Reviews, Client Satisfaction survey, New client Registry, etc.
• Oversee scheduling of Client appointments, invoicing, collections, outstanding payments
• Direction procedures related to specific programs and Client types (WCB, WSIB, MVA, etc.)
• Schedule and review reported hours for cc team
• Payment…