About this role
Position Overview
The Front Desk Manager is responsible for overseeing the daily operations of the clinic?s front desk and ensuring an exceptional patient experience from the first phone call or inquiry through booking, treatment, payment, follow-up, and completion of care.
The Front Desk Manager will lead and support the administrative team, maintain efficient therapist schedules, oversee billing and payments, manage patient communication, convert new inquiries into appointments, and ensure clinic policies and procedures are consistently followed.
This is a hands-on leadership position requiring excellent customer service, organization, communication, problem-solving, and sales/conversion skills.
Key Responsibilities
1. Front Desk & Patient Experience
* Lead the day-to-day operation of the reception/front desk. * Welcome patients warmly and professionally. * Ensure patients are checked in and checked out correctly. * Create a positive, professional, and welcoming clinic environment. * Handle patient concerns, complaints, and service issues promptly. * Ensure every patient receives consistent and professional communication. * Maintain confidentiality and comply with applicable privacy requirements.
2. Phone Calls & New Patient Conversion
* Answer incoming calls professionally using the clinic?s established call flow. * Ask appropriate questions to understand the patient?s needs before providing pricing or appointment information. * Identify potential new patients and convert inquiries into booked assessments. * Follow up with missed calls, voicemail inquiries, website inquiries, social media leads, and unbooked patients. * Follow the clinic?s phone script and patient intake process consistently. * Track new leads and conversion rates. * Escalate clinical questions to the appropriate regulated healthcare professional rather than providing clinical advice.
3. Scheduling & Clinic Flow
* Manage appointments using Jane App or the clinic?s scheduling system. * Book, reschedule, confirm, and cancel appointments. * Optimize therapist schedules and reduce unnecessary gaps. * Maintain appropriate appointment utilization across physiotherapy, massage therapy, chiropractic, psychotherapy, and other services. * Monitor cancellations and no-shows. * Maintain waitlists and contact patients when openings become available. * Coordinate schedules between therapists and treatment rooms.
4. Patient Retention & Follow-Up
* Monitor patients who have incomplete treatment plans. * Follow up with patients who have missed appointments. * Encourage patients to maintain their recommended appointment schedules. * Contact inactive patients when appropriate. * Identify opportunities to improve patient retention. * Ensure patients understand their next appointment and administrative requirements.
5. Billing & Insurance Administration
* Process patient payments accurately. * Maintain accurate daily payment records. * Assist with direct billing and insurance claims. * Handle WSIB, MVA and extended health billing processes as applicable. * Follow up on outstanding balances and rejected claims. * Perform daily reconciliation and identify discrepancies. * Ensure receipts, invoices, and payment records are accurate.
6. Staff Leadership
* Supervise and support front desk/reception staff. * Train new administrative employees. * Ensure staff follow clinic policies, scripts, procedures, and customer-service standards. * Prepare front-desk schedules and coordinate coverage. * Monitor staff punctuality, attendance, performance, and productivity. * Provide coaching and constructive feedback. * Conduct regular front-desk team meetings. * Ensure there is adequate front-desk coverage during operating hours.
7. Clinic Operations
* Ensure the clinic opens and closes according to established procedures. * Monitor cleanliness and organization of reception and common areas. * Ensure forms, supplies, and administrative materials are available. * Coordinate order