Job description

Provide ongoing supervision and support of all Patient Relations staff in the Physiotherapy department to ensure safe, patient- and family-focused quality care. Maintain staff proficiency in iConnect Practice Management System and hospital training programs. Monitor attendance, mandatory in-service completion, departmental competencies, and continuing education programs. Oversee cleanliness and organization of reception, discharge, and waiting areas. Manage CRM requests, Press Ganey response rates, system errors, incidents, complaints, and duplicate file resolution. Liaise with IT, Finance, and Insurance departments to address operational issues, cash outstanding, registration errors, and system troubleshooting. Lead orientation, precepting, and training programs for new staff, track progress, and provide support. Develop policies, procedures, and administrative processes, conduct clinic meetings, and prepare quarterly reports. Promote departmental teamwork, a blame-free transparent culture, and adherence to hospital Code of Conduct, Vision, Mission, and values. Ensure professional behavior and accept additional duties as required.