Clinic Operations Lead

Job Responsibility:

About Kinetic Labs

Kinetic Labs helps people get back to what moves them. Our sport rehab clinic uses the latest technology and proven treatments including physiotherapy, chiropractic care, massage therapy, and 3D movement analysis.

The Role

We're looking for a Clinic Operations Lead who brings positive energy and loves getting things done. You'll have multidisciplinary clinic experience that helps you understand our environment. You'll run daily operations, lead our front desk team, and work closely with clinic leadership to achieve our goals together.

This is hands-on work where you'll be in the clinic five days a week and work front desk shifts alongside your team. You'll stay connected to everything happening in our clinic.

Hours: Full-time days, with occasional Saturday and evening coverage as needed.

What You'll Do

Drive Business Results

• Meet weekly with the Clinic Director to review clinic metrics and KPIs and adjust strategies to hit monthly targets
• Analyze appointment booking rates, client retention percentages, and no-show statistics to identify specific improvement areas
• Conduct regular team meetings to discuss client feedback surveys and implement service improvements based on specific comments

Run Daily Operations

• Greet clients over phone and in-person, handle complaint resolution, and ensure minimal wait times
• Process payments, submit insurance claims through Telus Health eClaims and other external portals, and follow up on unpaid accounts over 30 days
• Conduct weekly inventory counts, place supply orders within budget, and maintain stock levels for all clinic supplies
• Schedule and oversee facility maintenance appointments, equipment servicing, and coordinate renovation projects with contractors
• Ensure general cleanliness of the clinic is kept to a high standard
• Manage daily laundry operations including washing, drying, and folding clinic linens and towels
• Oversee daily opening and closing procedures to ensure clinic readiness
• Conduct proactive outreach to unscheduled clients to fill appointment gaps and maximize clinic capacity
• Create monthly staff schedules ensuring front desk coverage during all open hours
• Work minimum 3 front desk shifts per week handling patient check-ins, phone calls, and appointment booking

Lead the Team

• Supervise 2-3 Front Desk Associates (FDA) in managing daily appointments, insurance verifications, and payment processing
• Conduct regular meetings with each Front Desk Associate to review performance metrics and provide skills coaching
• Be involved in the hiring process, alongside the Clinic Director, for new FDAs including screening interviews
• Deliver new FDA orientation covering Jane App, billing procedures, customer service standards, and clinic policies over 2-week training period

Handle Administration

• Manage appointment scheduling and follow-up communications via Jane App EMR system
• Update patient files, input treatment notes, verify insurance benefits, and maintain PIPEDA compliance for all client information
• Review and refresh standard operating procedures on a regular basis
• Lead Google review management including following up with clients for feedback and responding to online reviews
• Provide video filming support to Content Lead by capturing clinic activities and treatment demonstrations
• Coordinate with building management for HVAC maintenance, cleaning services, security issues, and lease-related matters

Success Looks Like

• Achieving revenue and profit targets as a team
• Smooth operations with efficient problem resolution
• Accurate billing and effective account management
• Consistent front desk coverage and up-to-date schedules
• Positive client feedback about their service experience
• A thriving front desk team that grows professionally

What You Bring

Experience

• 2+ years in operations within healthcare, wellness, or medical clinic settings
• Track record of leading teams and contributing to business growth
• Strong skills with EMR systems (Jane App preferred) and billing software like Telus Health eClaims
• Good understanding of physiotherapy, chiropractic, and massage therapy services

Strengths

• Excellent communication skills with all types of people
• Genuine passion for creating positive client experiences
• Strong organizational and creative problem-solving abilities
• Ability to stay calm under pressure and adapt to changes
• Collaborative approach to leadership and team development
• Professional integrity and commitment to confidentiality

Bonus Points

• Education in Kinesiology or related health field
• Experience working in multidisciplinary clinic environments
• Familiarity with healthcare regulations and insurance processes

Job Type: Full-time

Pay: $48,000.00-$54,000.00 per year

Additional pay:

• Bonus pay
• Overtime pay

Benefits:

• Casual dress
• Company events
• On-site gym
• On-site parking
• Store discount

Flexible language requirement:

• French not required

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person

Expected start date: 2025-06-09