Family Care Coordinator - North York, Canada - The Hive Paediatric Clinic

Description

Family Care Coordinator

Who we are:

The Hive is one of Toronto's only boutique health care clinics designed to treat babies, kids and teens.

We aim to help children, from newborns to 18 years old, achieve their personal best by providing high quality Physiotherapy, Occupational Therapy and Speech Language Pathology in an innovative, fun and collaborative way.

Our core values are:

• Deliver leading edge, high quality therapy
• Build community, be community
• Go above and beyond
• Be excellent and exceptional
• Learn and relearn

What we are looking for:

We're looking for a Family Care Coordinator to work alongside our management team and therapists - someone who is obsessed with creating an outstanding patient experience, driven to help grow the practice, and who loves working with people in a friendly, unique and fun environment.

- a positive mindset and warm disposition - people, especially kids, enjoy interacting with you
- must love kids - you will meet a lot of them
- self-motivated - you will be given a lot of autonomy to create processes, build patient experiences and cultivate outreach opportunities
- outstanding organization - there will be a lot to plan, arrange and carry through with, including managing therapists' bookings and overall schedules.
- empathetic - able to understand and recognize a parent's concerns and help to find answers to the questions they may have about their child's course of treatment.
- social media savvy - can help plan and create social media posts that align with The Hive's values and brand, and help drive business
- great phone skills - you can charm people with your pleasant demeanour, but also are able to effectively and expertly steer the caller towards booking an appointment
- a sense of adventure - as we are a new-ish clinic, we are constantly building connections, seeking new community partners, and finding new ways to reach potential clientele.
- an innate ability to preach the virtues of The Hive without making it feel "salesy"
- tenacity - you continue to check-in and follow up with patients and their families, as well as community partners and referral sourceswithout it feeling like you're harassing them
- flawless and professional spoken and written English
- flexibility - you will need to work some evening and weekend hours


What the role looks like:

The Family Care Coordinator will report directly to The Hive's Clinic Growth and Development Manager and Clinic Director while supporting the wonderful group of therapists at the clinic.

We pride ourselves on maintaining a high standard and delivering the absolute best therapeutic care for our patients.

As the first point of contact for patients, you will play a key role in setting this tone and ensuring an uncompromising level of professionalism and service.

The core of the Family Care Coordinator role is nurturing potential patients through the process of understanding our clinics' services and ultimately booking them for an in-person or virtual consultation with the clinic


Specifically, the role involves:

Patient Management (40%)

• Comfortability with building relationships and rapport with families and kids
• Greeting clients/families warmly, getting to know them etc, checking them in, screening them using our Covid protocols already in place.
• Using patient management software to book consultation appointments at the clinic, and using this software to its fullest capacity
• Having great knowledge of all services provided by the clinics so that you can answer questions during your client communication and confidently manage their bookings
• Managing patient initial bookings, rebookings and connecting with patients who are due for a visit to keep up with regularly scheduled therapy
• Sending out doctors correspondence, and following up referral partners

Therapist and Director Support System (40%)

Assisting therapists with day to day tasks, including booking and rebooking patients, generating doctor reports, following up with referral sources and keeping the main areas of the clinic tidy and sanitized.

Client Lead Generation and Reputation Management (20%)

• Utilizing social media to help build our brand and awareness
• Connecting with community partners and potential referral leads, building and nurturing a relationship with them
• Creatively thinking of new ways to build our brand and engage with the community
• Periodically interact with patients to understand their level of satisfaction and identify new opportunities to elevate their experience
• Respond to online reviews and inquiries to ensure the clinic is being represented in a consistently professional manner

What makes this role awesome?

• You get to work in a really cool, kidfirst, friendly environment
• You will be a key team member in helping to build and grow a unique health care clinic designed just for kids
• You will receive the training required to make you amazing at t