This isn’t a sit-and-answer-the-phone job.

We’re a growing chiropractic and physiotherapy clinic in Pickering, and we need someone who genuinely loves people, follows through without being told twice, and knows how to turn “I need to cancel” into “See you Thursday.”

If you light up when you solve someone’s problem, keep your own scoreboard, and can hold a tough conversation with a smile — keep reading.

What You’ll Own

Every patient’s experience from their very first call through their results. Keeping people on their care plans. Handling objections with heart. Tracking your numbers and hitting targets.

Key Responsibilities:

New Patient Intake

• Answer all new patient inquiries via phone, text, and email with urgency and warmth — new patients are our top priority
• Guide prospective patients through a structured intake process: determine if the appointment is for them or a family member, identify the primary concern or wellness goal, and offer two scheduling options that work for both the patient and the clinic
• Collect all required information: name, contact number, email, and direct billing preferences
• Send automated welcome text with clinic contact info and social media follow prompt
• Trigger new patient intake form via email and ensure it is completed prior to the appointment
• Follow up on no-shows for new patient appointments using established scripting protocols

Daily Patient Flow & Arrivals

• Greet and check in patients in a warm, professional manner upon arrival
• Arrive patients in EMR software (ATAS / Jane App), review care phase and any notes or pop-ups
• Understand and track each patient’s phase of care: Acute/Pain, Flexibility, Stability, or Maintenance (2x/month, 1x/week, 1x/month, Floater)
• Escalate flags or concerns to the appropriate team member or clinician in a timely manner
• Collect payments and process direct billing through the EMR system

Objection Handling & Patient Retention

• Handle all cancellation, reschedule, and ‘pause care’ requests with empathy and confidence, always presenting two patient-centred options that also serve the clinic’s goals
• Follow established SOP scripting for missed, no-show, and cancellation scenarios
• Adapt your approach to each patient situation (busy schedule, illness, financial concern, emergency) while maintaining a solution-based tone
• Apply 'tough love' when appropriate — you genuinely care about patients getting the results they came in for

Follow-Up & Reactivation

• Actively monitor the patient schedule daily to identify fall-off patterns and patients who have missed or cancelled
• Execute timely follow-ups via phone, text, and email using proper scripting
• Track and pursue reactivation of lapsed patients using established protocols
• Update tracking forms for cancellations, no-shows, and reschedules, and schedule future follow-up actions

Metrics & Reporting

• Track and maintain key performance indicators including: patient visits, show percentage, cancellation/missed/rescheduled rates, reactivations, and wins
• Target: 85% show rate at or above the clinic’s maximum weekly booking capacity
• Meet weekly with the Clinic Director and/or Operations Coordinator to review metrics, flags, wins, and setbacks
• Contribute to a culture of accountability and continuous improvement

What We’re Looking For

Personality & Approach

• Upbeat, positive energy — you bring the warmth every single day, not just when it’s easy
• Self-starter who doesn’t wait to be told what needs doing
• Analytical mindset — you notice trends, patterns, and gaps before they become problems
• Goal- and task-oriented — you know what winning looks like and you stay on target
• Team player who lifts others up and communicates openly
• Loyal and honest — you show up with integrity and consistency
• Confident with scripted conversations but adaptable enough to read the room

Experience & Skills

• Prior experience in healthcare, chiropractic, or physiotherapy settings is an asset but not required
• Customer service, reception, or patient-facing experience is a strong advantage
• Comfortable with EMR software (experience with ATAS or Jane App is a plus)
• Strong written and verbal communication skills
• Comfortable handling objections and following scripts while maintaining a genuine tone
• Organized and detail-oriented, especially when managing multiple patient touchpoints simultaneously

What You Get

• $19–$23/hour based on experience and performance — we reward rockstars regardless of their background
• 4-day work week (rotating Fridays off)
• A team that celebrates wins and actually has your back

No Healthcare Degree? No Problem.

We’ve had great success with people from retail, fitness, dental, and hospitality backgrounds. What we can’t train is warmth, work ethic, and follow-through.

Sound Like You?

Send your resume and two sentences on why you’d crush this role to:

admin@pickeringrehab.com

Job Types: Full-time, Part-time, Permanent

Pay: $18.00-$23.00 per hour

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