Bump Physio & Co is hiring! We’re looking for a friendly, organized, and detail-oriented Client Experience Coordinator Lead to join our New Westminster team! In this role, you’ll be the go-to person for the clinic — welcoming clients, managing appointments and waitlists, coordinating billing and payments, and keeping the front desk running smoothly.
If you love connecting with people, thrive in a fast-paced environment, and take pride in creating an exceptional client experience, this role is for you!
We're looking to hire someone who is available to work 5 days a week (6-8 hour shifts) with some flexibility to cover day shifts, evenings and Saturdays when needed as well.
This is a temporary position for up to 12 months and may be extended or concluded at any time due to unforeseen circumstances.
LEAD CLIENT EXPERIENCE COORDINATOR
The Lead Client Experience Coordinator is the primary point of contact for the Client Experience team, responsible for smooth daily operations, administrative tasks, and fostering a warm, client-focused environment at an assigned clinic. The Lead position requires a consistent presence in the clinic with 5 shifts per week (primarily morning shifts) and a minimum of 28 hours to ensure operational needs and team metrics are met.
- Creates an exceptional front-desk experience by connecting with clients through genuine warmth, empathy, and care.
- Acts as the main contact for the Client Experience Team for administrative tasks such as scheduling, payments, billing, and ICBC management.
- Champions a client-focused culture within the clinic.
- Maintains confidentiality and handles sensitive information with professionalism and discretion.
- Is a support person, leader and cheerleader for the Client Experience Team; assists with training, coaching, and performance feedback in conjunction with the Clinical Operations Manager.
- Completes day to day administrative and client experience tasks while taking ownership of clinic spaces to ensure they are welcoming, organized and well-equipped.
Leadership:
- Provides leadership, training, and hands-on support to the Client Experience Team members at an assigned clinic; answers questions and provides feedback and performance management support alongside the Clinical Operations Manager.
- Acts as the primary contact for resolving client complaints, billing or payment issues, and operational concerns, escalates to the Clinical Operations Manager when necessary.
- Oversees the Client Experience team to ensure all tasks are completed and clinic operations run smoothly.
- Serves as a backup to coordinate or assist with providing shift coverage for the Client Experience team during absences as needed.
- Approaches day to day challenges through practical problem-solving and a solution-focused mindset.
- Looks for ways to enhance the client experience and streamline administrative processes and provides suggestions to the Clinical Operations Manager.
- Demonstrates strong communication skills, professionalism, and situational awareness.
Client Experience:
- Responds to telephone, email, and in-person client inquiries and concerns in a timely, friendly and empathic manner within 2 business hours; escalates concerns to Clinical Operations Manager within 24 hours when required.
- Coordinates, manages and oversees appointment bookings, waitlists, cancellations and booking out clients’ plans of care in alignment with treatment plans and practitioner preferences.
- Anticipates and responds to client needs to ensure a smooth care journey.
- Acts as a liaison between clients and healthcare providers.
- Supports client retention and acquisition by nurturing a positive, client-focused environment.
- Ability to be personable, responsible, and demonstrate unsolicited initiative and grace with all members of the team, vendors and clients.
- Handles sensitive and confidential information tactfully and discretion.
- Creates a warm, respectful environment — can have funny, silly, uncomfortable and awkward conversations with respect and ease.
Administrative & Operational
- Ensures accounts receivable, payable, ICBC and 3 party payers are consistently up to date and free of errors within 99% accuracy.
- Acts as ICBC Liaison and point person.
- Supports light cleaning, organizing, laundry, and other duties as needed to contribute to a welcoming, organized and well equipped clinic environment.
- Conducts clinic inventory, supply monitoring and ordering (as required).
DESIRABLE EDUCATION AND EXPERIENCE. Completion of a High School Diploma supplemented by related administrative or clerical experience.
CORE COMPETENCIES
PERSONABLE: You must be friendly and possess strong customer service/client relation skills.
EMPATHETIC: Ability to discuss sensitive information in a caring and relatable way
STRONG COMMUNICATOR: You must possess exceptional written and verbal communication skills.
FUN: You enjoy life and can find the humour and silliness in your day to day
TAKES INITIATIVE: You see beyond an immediate task list. You anticipate and remember.
ADEPT AT TECHNOLOGY: Must be able to navigate multiple computer software programs and platforms
FAST THINKER: Ability to think and respond quickly and appropriate to diverse situations and problem solve as you go
FLEXIBLE: Must be able to work flexible hours, including evenings, weekends and cover shifts at short notice
At Bump Physio & Co., we are a more human approach to healthcare, where people feel supported, understood, and confident in their bodies through every stage of life. Successful team members are empathetic, have innate initiative, possess a collective growth mindset and are always striving for exceptional client care.
Pay: $22.00-$24.00 per hour
Benefits:
- Casual dress
- Company events
- Flexible schedule
- On-site parking
Application question(s):
- We are looking for someone who has a passion to support pelvic, pre/postnatal and general health. Tell us why you are passionate about helping a community like ours!
- This role requires high attention to detail, independent judgment, and comfort identifying potential errors. Please identify how your previous roles have provided you with experience in a fast-paced environment like our's.
- Are you able to commit to working 5 days a week, primarily in the mornings, for 6-8 hour shifts? There is a minimum requirement of working 28 hours per week.
Education:
- Secondary School (preferred)
Experience:
- Administrative: 2 years (preferred)
Work Location: In person
