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About the Role
The Clinic Experience Associate is the first team member a client meets when coming into a CBI Health clinic. This role ensures clients feel welcome, supported, and heard by creating a warm environment, assisting with questions, and anticipating challenges with a solutions-focused approach. You will also play a key role in assisting with client scheduling and other administrative duties, ensuring effective operational flow within the clinic for both clients and colleagues. This role contributes to the success of the clinic by ensuring that the overall experience for those who interact with us exceeds expectations, by providing a personalized client experience, ensuring full and effective schedules, and offering excellent administrative support. A CEA’s passion for making a difference for others shows in what they do and how they do it. They respect and value everyone, do what they say they will do, work with the team to support one another, and are committed to learning, improving and growing.
Responsibilities
- Create a welcoming environment for clients, guests, team members and stakeholders
- Respond to in-person, telephone and digital (email and SMS through Clinicmaster) inquires promptly and always within 24 hours
- Solve problems, anticipate challenges, barriers or areas of friction – mitigate or solve before they occur whenever possible and always as soon/quickly as possible
- Provide personalized interactions with clients, actively seek to understand what matters most to clients and communicating to the team so everyone is aware
- Schedule private/acute clients effectively based on the client’s Care Plan as set out by their clinician(s)
- Schedule to maximize opportunity for client access to care (including access to online booking)
- Educate and support the client in engaging with digital tools and resources such as the Client Portal and online booking
- Maintain confidentiality of client records and personal and personal health information at all times
- Facilitate effective flow within the clinic
Requirements
- A natural ability to connect with people and build strong relationships
- Demonstrated ability to identify problems/potential problems quickly coupled with strong problem solving skills
- Be Pro-active and Results-oriented
- Strong written and verbal communication skills
- Ability to switch between tasks quickly and with ease
- Excellent time management and organizational skills with attention to detail
- Excellent listening and observational skills
- Strong computer literacy with various applications and programs (Microsoft Office)
- Strong customer service skills
- Ability to work independently and as part of a cohesive team
- An outgoing and energetic people person
- Instinctually smile, say hello, and welcome them when someone approaches your area
- Can instantly build rapport and trust with people, just by being your authentic self
- A naturally empathetic person who enjoys making people feel comfortable, heard, and taken care of
- Thrives in a fast-moving environment, loves to problem solve, and to make things better for anyone you encounter
Skills
- Microsoft Office
Benefits
- Continuous learning and skills development, including growth and leadership opportunities
- Competitive compensation with comprehensive benefits and rewards package, including group health, dental and vision benefits (must maintain a minimum average of 25 hours per week to be eligible)
- Flexible hours, which allow work-life balance and focus on quality of life
About the Company
- CBI Health is Canada's leading community healthcare provider.
- Our national interdisciplinary network of healthcare staff and professionals is over 2,500 strong, and we continue to find ways to innovate our services to provide better recovery and support for our clients.
- We’re changing how healthcare is experienced.
- We believe it starts with putting our clients first.
- Our diverse healthcare team works together with our clients to address all parts of their life, to provide data-driven solutions and better health outcomes.
- Learn more at cbihealth.ca
Equal Opportunity
- We welcome applicants of all backgrounds, identities, and lived experiences and provide accommodations throughout the hiring process.