Patient Experience Manager

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Royal City Physio is a busy physiotherapy clinic seeking a well-organized, reliable Patient Experience Manager to execute day-to-day operations, and track patient satisfaction and retention throughout the treatment plan. This position requires an energetic professional with impeccable customer service skills.

Wage : $25 to $28 per hour

• Potential for bonus structure based on performance

Benefits : After probationary period

Reports to : Office Manager & Clinic Director

Location : Royal City Physio, 450 E Columbia St #101, New Westminster, V3L 3X5

Key Responsibilities

• Ensure a positive and welcoming experience for patients, from initial contact through the completion of their treatment journey
• Design and implement systems to monitor and enhance client retention and satisfaction
• Conduct weekly and monthly analysis of key business metrics to inform strategic decisions
• Lead the recruitment, onboarding, training, supervision, and performance evaluation of administrative staff
• Oversee internal office communications to ensure clarity, consistency, and efficiency
• Enhance client retention through proactive communication and exceptional customer service
• Manage scheduling and coordination of part-time administrative staff
• Foster a collaborative, supportive team environment through strong leadership and a positive workplace culture
• Ensure strict adherence to all established office policies and procedures

Qualifications

• High school diploma required; additional credentials such as an Office Assistant Diploma, Business Diploma, or a Bachelor of Business Administration are considered strong assets
• Demonstrated excellence in customer service and problem-solving abilities
• Previous experience as an administrative assistant or in office management is an asset
• Exceptional organizational skills with strong time management, prioritization, and attention to detail; ability to delegate tasks effectively
• Proficient in maintaining accurate and up-to-date client files and administrative records
• Excellent interpersonal and communication skills, both verbal and written
• Proficiency with Jane Client Booking Software, Google Workspace (Drive, Sheets, Docs, Calendar), Slack, and staff scheduling tools (e.g., When I Work) is highly desirable

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