Join Our Growing Team!
Office Manager
Role Description: Full Time position 32-40 hours per week
Reports to: Regional Manager and Leadership Team
Works with: Client Experience Coordinator(s) and Team Members
Primary Objectives
A. Client Culture
B. Administrative/Office Management
C. Team Management and Culture
D. Marketing
A. Client Culture
● Ensure clients are greeted upon arrival and feel welcome
● Initial outreach to potential clients, gathering client information, and booking initial assessments.
● Ensure clients feel supported and cared for
● Empathize with client concerns and help search for solutions.
o If solutions are possible, assist with quick online searches or helping with personal questions.
● Create a welcoming esthetic feel to clinic – adding to photo wall, motivational posters, etc.
● Ensure every client is re-booked prior to leaving the clinic
B. Administrative/Office Management
● Go to person in clinic if regional manager isn’t available for customer escalations
● Prompt response to clients regarding bookings, billing, or cancellations.
● Ensure protocols are followed in emergency situations (9-1-1, providing medical information cards).
● Coordinate with CEC staff schedule organization: holiday coverage, sick day coverage.
● Managing end of month clients and receiving payment.
● Oversee and support CEC with reviewing Fall offs, Plan of Cares, ensuring they are current
● Oversee and managing client records including billing, AR, write offs
● Communication with regional manager if concerns need to be raised with
● Understanding weekly scoreboards and how it affects booking/revenue
● Answer phone and email inquiries promptly
● Redirect client escalations and concerns to regional manager
● Lead one team meeting monthly
● Ensure clinic equipment and clinic space is operational, clean and safe and report all concerns to regional manager via Teams channel
● Participate in the Health and Safety of the clinic
● Responsible for ordering office supplies while staying within the clinic budget
● Ensure clinic exterior is safe and accessible
● Cash handling. Maintaining cash float and providing cash to regional manager.
● Communicate report and extension report due dates to team members (ICBC).
● Update and manage subsidy list and help clients with forms. (MOVE)
● Complete tours of gym (new clients, community OT’s, university classes).
● Abide by Employee Handbook
C. Team Management and Culture
● Ensure team members feel supported and cared for
● Week at a Glance – weekly updates in Teams re happenings around the clinic
● Oversee and ensure team birthdays and celebrations are celebrated
● Keep goodies stockpiled
● Inventory control of corporate wear
● Provide support for all team members for clinic administration, clinic maintenance and upkeep
● Hold team events 2 times a year
● Discuss with the regional manager the schedule and team members utilization to suggest recruitment needs, including volunteers
● Understand the requirements for an employee or an Independent Contractor (with support)
● Organizing the onboarding process with regional manager and clinical lead
D. Marketing
● Ensure monthly newsletter sent to client list
● Responsible for follow up with potential leads through digital marketing
● Assist regional manager organizing customer events 2 times a year
● Send new content to our referral sources.
● Assist with fundraising campaigns. (CoCoPay, Holiday campaigns)
The Role Description is intended as a guide and may be updated or changed without notice. Additional duties may be assigned or eliminated based on business needs.
