Virtual Receptionist (CG - 10032024 - PTVR)

Position: Virtual Receptionist
Number of hours: 17 hours/week
Schedule: EST

Tasks required:

• Client Support:

  • Respond to client inquiries via email and other communication methods regarding appointments, service offerings, and general inquiries.

  • Assist clients with booking, cancellation, and rescheduling appointments through the company's online booking platform.

  • Provide support in navigating the company’s website, including the new booking and online payment features.

  • Act as a liaison between clients and service providers to facilitate clear communication and resolution of issues.

  • Address concerns and escalate complex issues to appropriate team members.

• Service Provider Support:

  • Assist all service providers with scheduling, session updates, and client management.

  • Act as a liaison between service providers and accounting team to ensure that the service providers are paid in a timely manner.

  • Ensure all client details are updated and accurately reflected in the Electronic Medical Record software (Medexa) and telehealth tools (Microsoft Teams).

  • Coordinate between service providers and management teams to ensure seamless experience for service providers.

• Administrative Tasks

  • Manage the scheduling of appointments across the team of service providers, making adjustments as needed to accommodate client or service provider changes.

  • Ensure proper documentation of client interactions, including updating client files, and payment details within Medexa and other platforms.

  • Track and manage online payments within Stripe and address any payment-related queries or issues from clients and providers.

  • Organize and maintain internal files, ensuring compliance with privacy regulations (HIPAA or PIPEDA where applicable).

• Additional Responsibilities:

  • Submit weekly reports detailing client and service provider inquiries, including their status and proposed resolution paths.

  • Oversee all communication channels including the company’s email accounts.

  • Provide support for ongoing initiatives such as the IFHP initiative. Assist with promotional activities, including emailing existing clients regarding new services or features.

  • Perform other duties as assigned to ensure a smooth operation

Requirements:

• Minimum of 2 years proven work experience in customer service, administrative support, or related field

• High school diploma or equivalent; post-secondary education in business administration, or related fields is an asset.

• Experience in the healthcare industry, particularly with telehealth or clinic management, is a plus

• Familiarity with booking and payment systems as Stripe and Microsoft Teams, is preferred

• Experience with word-processing software and spreadsheets (e.g. MS Office)

• Knowledge of online calendars and scheduling (e.g. Google Calendar)

• Excellent phone, email and instant messaging communication skills

• Ability to manage multiple tasks with efficiency and attention to detail

• Ability to work independently and as part of a team in a remote office environment