Cornerstone Physiotherapy is looking for enthusiastic, confident, and highly customer-focused individuals to join our centralized Patient Services team.
This is a patient-facing role focused on creating an excellent first experience with Cornerstone. You will be the first point of contact for many of our new patients, helping them understand our services, locations, pricing, and booking options and guiding them toward the right appointment.
This is more than a traditional call centre or appointment-booking role. We are looking for someone who can have a genuine conversation with a prospective patient, understand what they are looking for, confidently answer their questions, and recognize when someone may simply need a little guidance to move forward with booking.
What You'll Do
- Answer incoming phone calls from current and prospective patients
- Respond to patient inquiries through email, website chat, and other online channels
- Proactively contact new patients by phone when inquiries are received during operating hours
- Book appointments across Cornerstone's multiple clinic locations and services
- Follow up with prospective patients who do not initially book
- Help patients determine which Cornerstone location or service may best meet their needs
- Provide accurate information regarding services, pricing, locations, appointment availability, and clinic policies
- Build rapport with patients and provide a professional, welcoming experience from their first interaction with Cornerstone
- Identify and appropriately address barriers or hesitation around booking
- Follow established lead follow-up and booking processes
- Escalate clinical, complex, or otherwise inappropriate questions to the appropriate member of the team
- Use Jane, Sonar, and other systems required to manage calls, inquiries, and bookings
- Maintain confidentiality and professionalism when handling patient information
What We're Looking For
We are looking for someone who is:
- An excellent communicator, particularly over the phone
- Warm, friendly, confident, and professional
- Comfortable speaking with a wide variety of people
- Able to have a natural conversation rather than simply follow a script
- Comfortable asking questions and actively guiding a patient toward booking
- Highly organized and able to manage multiple inquiries and priorities
- A quick learner who can become knowledgeable about multiple services, locations, pricing structures, and policies
- Comfortable learning and using technology and multiple software platforms
- Able to work independently in a remote environment
- Comfortable recognizing when a question should be escalated rather than attempting to answer something outside their knowledge or scope
- Previous customer service, administrative, healthcare, physiotherapy, or booking experience is an asset
Healthcare experience is not required. We are more interested in finding someone with excellent communication and customer service skills who is confident, personable, organized, and willing to learn.
Hours & Scheduling
Cornerstone's centralized Patient Services team provides coverage during our extended operating hours. Our part time staff covers mornings, evenings and weekends. Our open hours are:
- Monday–Thursday: 7:00 AM–8:00 PM
- Friday: 7:00 AM–6:00 PM
- Saturday: 9:00 AM–3:00 PM
Part-time shifts will generally be scheduled during our opening, evening, and Saturday coverage periods.
Monday through Thursday morning shifts 7:00am - 10:00
Monday through Thursday evening shifts 5:00pm - 8:00pm
Friday evening shift 3:00pm - 6:00pm
Saturday 9:00am - 3:00pm
**We are looking for 2-3 people to fill these part time hours**
Schedules may occasionally need to be adjusted to accommodate vacation coverage, appointments, or other team needs. We are looking for team members who are able to work collaboratively and provide coverage when reasonably required.
Remote Work & Training
This is a remote position once training is complete.
Initial training will take place in person at one of our Cornerstone clinic locations. This will allow you to become familiar with our team, systems, booking processes, services, and the patient experience before transitioning to independent remote work.
From time to time, there will also be in-person team meetings or training sessions. These meetings and training sessions will take place at one of our clinic locations.
We anticipate that regular in-person team meetings will occur approximately once every 2–3 months, although additional in-person training may occasionally be required when significant changes to procedures or systems are introduced. The need for additional in-person training will depend on the complexity of the changes.
Outside of these occasional requirements, the position is fully remote.
Compensation - $20/hour
Equipment
Laptop and headset will be provided for you (strictly for work purposes only)
Privacy & Confidentiality
Because this role involves access to patient information, employees must be able to maintain a private and secure work environment while working remotely.
This includes:
- Ensuring patient information cannot be viewed or accessed by other members of the household
- Ensuring patient conversations cannot be overheard by other members of the household
- Maintaining appropriate privacy and confidentiality when accessing or discussing patient information
- Following all Cornerstone privacy, confidentiality, and information-security policies
Why Join Cornerstone?
This is an opportunity to become an important part of a growing centralized team and play a key role in how new patients experience Cornerstone from their very first interaction.
If you are someone who enjoys helping people, communicates confidently, learns quickly, and can turn a conversation into a positive next step, we'd love to hear from you.
Pay: $20.00 per hour
Expected hours: 6.0 – 20.0 per week
Benefits:
Work Location: Hybrid remote in Greater Toronto Area, ON
