Axis Therapy & Performance
Front Desk Senior Coordinator (Management)
Axis Therapy & Performance, Scarborough, Maine, us, 04074
Senior Coordinator
Role Description
Reports to:
Regional Coordinator
Direct reports:
Client Coordinators + Lead Coordinator (if applicable)
Compensation:
$50,000-$58,000/year
Who You Are
You meet all the criteria outlined for the Lead Coordinator role
You have demonstrated exceptional leadership and organizational abilities, including overseeing cross-location initiatives.
You possess the ability to balance the operations, culture, and performance metrics of two clinics simultaneously.
You excel in fostering collaboration between clinic teams and promoting brand consistency.
You have a track record of managing multiple priorities effectively and a proactive approach to problem-solving.
Qualities
Understand and embody the Axis vision, mission and values to deliver the Axis experience
Ability to work independently with minimal supervision as well as within a team
Excellent attendance and punctuality
Exceptional organizational & multi-tasking skills to ensure quality services are provided
Drive to work hard, take initiative, and hustle
Strong sales, communication and customer service skills
Focused on the growth and development of the team as a whole
Open-minded and adaptable to new workflows and business initiatives
Excellent work ethic with strong interpersonal and time management skills
Proven ability to affect change and lead a team
Primary Objectives
Leadership Across Clinics: Ensure consistency in operations, client experience, and team performance across two clinics, ensuring all targets are being met.
Strategic Planning: Collaborate with Regional Coordinator and Clinic Directors to set and achieve goals for both clinics.
Team Development: Mentor and support Lead Coordinators (if applicable), ensuring they meet performance expectations and maintain high morale.
A. Leadership
Coordinate workflows and communication between the two clinic teams to ensure alignment with Axis standards.
Conduct weekly check-ins with the Lead Coordinators and/or Client Coordinators at each clinic to monitor progress and address challenges.
Lead team-building efforts across locations to promote cohesion and a unified culture.
Act as the main point of contact for cross-clinic operations, projects, and initiatives.
B. Client Experience Journey
Accountability of ALL client coordinators as it relates to:
Greet all clients with high energy and enthusiasm
Develop rapport with clients during initial phone calls, showing empathy and getting them excited about their treatment
Welcome all clients by providing world class customer experience by showing high energy and enthusiasm. Provide assistance and interact with clients using the “Grandmother visits” mentality
Act as the source of information for clients: location(s), services, physical therapists, events, coverage, price
Ensure front desk décor, cleanliness, and setup is top notch
Engage with clients once their treatment is complete, and ask how their treatment was. If positive, ask clients to provide a review on Google if they haven't already, and send review link via email
Ensure clients book out their future treatments as per their treatment plan.
Remind clients the importance of staying committed to their treatment plan to reach their goals and the benefit of booking out treatments in advance to get the time that best works with their schedule, reiterating how busy the therapists can get
Graduate – celebrate when clients complete their plan of care and/or convert to maintenance
Perform excellent customer service in the form of call backs for fall off clients, ensuring clients on waitlists are booked when space becomes available and rescheduling clients when necessary
Participate in community outreaches and business development initiatives to generate new assessments and revenue growth
C. Feedback
Weekly meetings with Regional Coordinator to discuss wins and challenges
Participate in ongoing mentorship and educational workshops
D. Clinic Space
Report any issues with the physical space of the clinic to the Clinic Director
Ensure Front desk and client waiting area are clean, organized, and presentable
Ensure treatment rooms, kitchen, and exercise area are clean, organized, and presentable
Ensure Products are stocked, organized, and presentable
Ensure floors are clean, garbage is taken out, and space is sanitized regularly
E. Operations
Completion of SC digital checklist
Weekly Scoreboard
Oversee front desk phone performance, email management, and walk-in procedure
Ensure compliance with Client experience operations – Winback calls, Retention calls, Confirmation calls, Reviews, Client Satisfaction survey, New client Registry, etc.
Oversee scheduling of Client appointments, invoicing, collections, outstanding payments
Direction procedures related to specific programs and Client types (WCB, WSIB, MVA, etc.)
Schedule and review reported hours for cc team
Payment reconciliation & outstanding billings
Payment reconciliation audits
Recruitment, interviewing and onboarding of future cc’s
Generate & monitor all callback/cancellation/confirmation call logs
Monthly compensation and invoice reports for all staff (CCs and PTs)
Inventory management - ordering of stock & supplies
F. Marketing
Promote Brand Loyalty on personal social media pages (i.e reposts, booking links, etc.)
Participating, co-ordinating, assisting with outreach programs
Overall Role Requirements The Senior Coordinator oversees front desk operations, client experience, and team performance across
two Axis Therapy & Performance clinic locations (Scarborough and Markham) . This role ensures consistency in operations, culture, and brand standards while supporting daily clinic performance and growth.
The Senior Coordinator is required to
regularly travel between both clinic locations , maintain a strong on-site presence, and act as the primary link between clinic teams, Clinic Directors, and the Regional Coordinator.
This role requires the ability to:
Lead, support, and hold accountable Client Coordinators and Lead Coordinators (if applicable)
Maintain a consistent, high-quality Axis client experience across both clinics
Manage multiple priorities, workflows, and performance metrics simultaneously
Communicate clearly, problem-solve proactively, and drive operational improvements
Support business development, client retention, and community outreach initiatives
This is a
hands-on leadership role
requiring strong organization, adaptability, and ownership to deliver a seamless Axis experience across both locations.
Role Benefits
Full-time hours
Salaried position
Comprehensive benefits package
Paid vacation
Opportunity for leadership growth within a multi-location clinic environment
Direct involvement in strategic operations and team development
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Regional Coordinator
Direct reports:
Client Coordinators + Lead Coordinator (if applicable)
Compensation:
$50,000-$58,000/year
Who You Are
You meet all the criteria outlined for the Lead Coordinator role
You have demonstrated exceptional leadership and organizational abilities, including overseeing cross-location initiatives.
You possess the ability to balance the operations, culture, and performance metrics of two clinics simultaneously.
You excel in fostering collaboration between clinic teams and promoting brand consistency.
You have a track record of managing multiple priorities effectively and a proactive approach to problem-solving.
Qualities
Understand and embody the Axis vision, mission and values to deliver the Axis experience
Ability to work independently with minimal supervision as well as within a team
Excellent attendance and punctuality
Exceptional organizational & multi-tasking skills to ensure quality services are provided
Drive to work hard, take initiative, and hustle
Strong sales, communication and customer service skills
Focused on the growth and development of the team as a whole
Open-minded and adaptable to new workflows and business initiatives
Excellent work ethic with strong interpersonal and time management skills
Proven ability to affect change and lead a team
Primary Objectives
Leadership Across Clinics: Ensure consistency in operations, client experience, and team performance across two clinics, ensuring all targets are being met.
Strategic Planning: Collaborate with Regional Coordinator and Clinic Directors to set and achieve goals for both clinics.
Team Development: Mentor and support Lead Coordinators (if applicable), ensuring they meet performance expectations and maintain high morale.
A. Leadership
Coordinate workflows and communication between the two clinic teams to ensure alignment with Axis standards.
Conduct weekly check-ins with the Lead Coordinators and/or Client Coordinators at each clinic to monitor progress and address challenges.
Lead team-building efforts across locations to promote cohesion and a unified culture.
Act as the main point of contact for cross-clinic operations, projects, and initiatives.
B. Client Experience Journey
Accountability of ALL client coordinators as it relates to:
Greet all clients with high energy and enthusiasm
Develop rapport with clients during initial phone calls, showing empathy and getting them excited about their treatment
Welcome all clients by providing world class customer experience by showing high energy and enthusiasm. Provide assistance and interact with clients using the “Grandmother visits” mentality
Act as the source of information for clients: location(s), services, physical therapists, events, coverage, price
Ensure front desk décor, cleanliness, and setup is top notch
Engage with clients once their treatment is complete, and ask how their treatment was. If positive, ask clients to provide a review on Google if they haven't already, and send review link via email
Ensure clients book out their future treatments as per their treatment plan.
Remind clients the importance of staying committed to their treatment plan to reach their goals and the benefit of booking out treatments in advance to get the time that best works with their schedule, reiterating how busy the therapists can get
Graduate – celebrate when clients complete their plan of care and/or convert to maintenance
Perform excellent customer service in the form of call backs for fall off clients, ensuring clients on waitlists are booked when space becomes available and rescheduling clients when necessary
Participate in community outreaches and business development initiatives to generate new assessments and revenue growth
C. Feedback
Weekly meetings with Regional Coordinator to discuss wins and challenges
Participate in ongoing mentorship and educational workshops
D. Clinic Space
Report any issues with the physical space of the clinic to the Clinic Director
Ensure Front desk and client waiting area are clean, organized, and presentable
Ensure treatment rooms, kitchen, and exercise area are clean, organized, and presentable
Ensure Products are stocked, organized, and presentable
Ensure floors are clean, garbage is taken out, and space is sanitized regularly
E. Operations
Completion of SC digital checklist
Weekly Scoreboard
Oversee front desk phone performance, email management, and walk-in procedure
Ensure compliance with Client experience operations – Winback calls, Retention calls, Confirmation calls, Reviews, Client Satisfaction survey, New client Registry, etc.
Oversee scheduling of Client appointments, invoicing, collections, outstanding payments
Direction procedures related to specific programs and Client types (WCB, WSIB, MVA, etc.)
Schedule and review reported hours for cc team
Payment reconciliation & outstanding billings
Payment reconciliation audits
Recruitment, interviewing and onboarding of future cc’s
Generate & monitor all callback/cancellation/confirmation call logs
Monthly compensation and invoice reports for all staff (CCs and PTs)
Inventory management - ordering of stock & supplies
F. Marketing
Promote Brand Loyalty on personal social media pages (i.e reposts, booking links, etc.)
Participating, co-ordinating, assisting with outreach programs
Overall Role Requirements The Senior Coordinator oversees front desk operations, client experience, and team performance across
two Axis Therapy & Performance clinic locations (Scarborough and Markham) . This role ensures consistency in operations, culture, and brand standards while supporting daily clinic performance and growth.
The Senior Coordinator is required to
regularly travel between both clinic locations , maintain a strong on-site presence, and act as the primary link between clinic teams, Clinic Directors, and the Regional Coordinator.
This role requires the ability to:
Lead, support, and hold accountable Client Coordinators and Lead Coordinators (if applicable)
Maintain a consistent, high-quality Axis client experience across both clinics
Manage multiple priorities, workflows, and performance metrics simultaneously
Communicate clearly, problem-solve proactively, and drive operational improvements
Support business development, client retention, and community outreach initiatives
This is a
hands-on leadership role
requiring strong organization, adaptability, and ownership to deliver a seamless Axis experience across both locations.
Role Benefits
Full-time hours
Salaried position
Comprehensive benefits package
Paid vacation
Opportunity for leadership growth within a multi-location clinic environment
Direct involvement in strategic operations and team development
#J-18808-Ljbffr