administrative assistant

_*Role:*_ As Patient Experience Coordinator, you'll be the connective tissue between our front desk, and our practitioners across seven disciplines, and the patients who walk through our doors. You'll help set the tone for every interaction ? making sure patients feel looked after whether they're booking a first massage, navigating MSP-covered medical care, or juggling insurance and private-pay billing across multiple providers. You'll work closely with our clinic leadership to raise the bar on booking rates, call responsiveness, and day-to-day front-desk consistency, while helping smooth the handoffs between our different care teams and billing pathways. What You'll Do * Champion the patient journey from first contact through to follow-up ? phone, in-person, and online booking via JaneApp * Monitor and help hit daily front-desk targets: 95% call answer rate, 80% new-patient booking rate; flag and course-correct same-day when numbers dip * Own the winback process for patients who inquire but don't book, following up within 24 hours * Help the front desk team navigate the operational differences between MSP-billed medical care and private-pay/insurance-billed allied health services, so patients get clear, confident communication regardless of which provider they're seeing * Support scheduling and waitlist coordination across our highest-demand disciplines (physiotherapy and massage/RMT routinely run fully booked) * Act as a point of escalation so friction between front desk and any provider team is caught early and resolved collaboratively, rather than becoming a bigger issue * Contribute to and help maintain our front-desk SOPs and onboarding materials for new team members * Support a positive, team-first culture at the front desk ? coaching, script practice, and recognizing wins What You Bring * The right personality matters more than a resume line: warm, calm under pressure, and genuinely energized by people ? this is a relationship role first, an admin role second * Strong communication skills ? you can deliver a clear, calm message to a practitioner, a patient, or a stressed-out colleague equally well * A proactive, solutions-first mindset ? you notice when something's off and you fix it rather than waiting to be told * Comfort learning multiple billing models (MSP, extended health/insurance, private pay) ? no prior experience required, just a willingness to learn the ropes * Experience with EMR/scheduling software is a plus (JaneApp experience especially), but not required * Curiosity about healthcare and wellness ? whether you're coming from customer service, hospitality, retail, or you're just starting out and want in *This role can also work well part-time* for someone looking to get a foot in the door in multidisciplinary healthcare ? you'll get a front-row seat to how chiropractic, physiotherapy, massage therapy, acupuncture, kinesiology, and MSP-billed medical care all operate day to day, which is a great launching point if you're considering a future in clinic management, allied health, or healthcare administration. What We Offer * A collaborative, multidisciplinary environment where your work directly shapes the patient experience across 7 healthcare disciplines * A clinic that's actively investing in its people and its systems as it grows * Competitive compensation based on experience (details discussed at interview) Pay: $22.00-$28.00 per hour Expected hours: 24.0 ? 32.0 per week Benefits: * Extended health care * Paid time off Work Location: In person Location Victoria , BC Work location On site Salary $ 22.00 to $ 28.00 HOUR hourly Terms of employment Full time Starts as soon as possible vacancies 1 vacancy Source indeed.com #10242038456 Various locations Victoria, BC