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CES Description
(Client Excellence Specialist)

Start Date:  July 2022

Hours and Wage​s

  • Hours: Monday-Thursday 7:45 am - 5:15 pm, Friday 7:45 am - 12:15 pm 

    • Additional hours maybe available to help assist with lead up to marketing events and sales support.

  • Closed on all statutory holidays. 

Wage: $20.00 per hour

Vision of this Position:

To be a positive addition to the team and an asset that will aid in the pursuit of Southeast Physiotherapy’s overall PURPOSE and VISION.  To live SOUTHEAST PHYSIOTHERAPY’s CORE VALUES daily in your dealing with yourself, the team, and our clients.

The Position:

  • Permanent Full Time Client Excellence Specialist (CES) in our physiotherapy clinic. Candidates must be proficient with computer skills. Candidates are required to be organized and self-motivated. Candidates will be working in a team atmosphere yet will have their own tasks to be accountable for. 

  • Tasks:, CES (see Administration Task List)

  • Goals: Call Hero 95+% daily, No Show <2% weekly, Cancel <13%, Arrival to Initial Ax 95%

  • Expectations of this Position:

  • Support and contribute to the company’s Purpose, Vision, and Values

  • Build sustainable relationships and trust with our clients through open communication and connection

  • Take  inquiry phone calls or know how to redirect the call

  • Take payments and submit insurance claims

  • Accurately schedule appointment that may be on multiple schedules

  • Scanning and uploading documents to cloud program and faxing when necessary. 

  • Weekly cash deposit

  • Update daily stats (calls answered, NPS, Arrival rate, visits, cancellation, no show, etc). 

  • Maintain filing drawer

  • Maintain plants and front end clean up

  • Label all products and provide inventory count at the end of each month

  • Be knowledgeable about our services, products, and promotions

  • Be open and dedicated to personal and professional learning and growth

  • Assist with laundry 

  • Assist with cleaning rooms and equipment

Team Expectations:

  • That you actively embrace, support, and teach the Southeast Physiotherapy Mission, Vision, and Core Values.

  • That you realize you are on a team, and not an individual player.

  • That you will ask for help where you think you might need it.  I’d rather have you err on the side of asking for too much help than not enough.


Skills Required:

  • Initiative

  • Good communicator

  • Multitasking

  • Connect with people

  • Flexible

  • Extravert

  • Team player

  • Time management

  • Independence

  • Organized

  • Eager to learn

The Benefits:

  • Equivalent to one day per month of sick time

  • Health and dental benefits after 3 months

  • Parking pass shared cost ($5/month) to the Access Parking lot

  • Flexible work environment

  • Great team environment

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