Kimberley Wishart

Management of Patient Experience Coordinator Team

• Hiring, contract preparation,onboarding and training all PEC team members
• Creation of PEC time schedule, including sick and vacation coverage
• Annual performance reviews of all PEC team members, create goals
• Implementation of annual PEC wage increases, following PEC pay grid
• Identify individual PEC performance issues, coach, guide, disciplinary action if necessary.
• Work as a PEC when necessary, depending on clinic needs
• Weekly check-in meetings with PEC team members, identify and concerns/complaints
• Keep PEC team advised of all procedure/policy changes
• Address any complaints related to PEC Team
• Identify and solve any operational issues related to front desk processes
• Reward PEC team members with RAOK, or rewards related to Google reviews

Management of Clinical Team

• Onboarding Clinician following Onboarding Clinician Checklist (i.e. clinic tour, COVID policies, registering for direct billing, MSP, order cards, book all onboarding meetings, etc)
• Vacation requests, book off schedule
• Address, escalate any complaints related to clinical treatment to Clinic Director
• Reward Clinical team members with RAOK

Clinic Management

• Ordering/purchasing all clinic supplies
• Management of retail sales/purchases or assign to capable PEC team member
• Accounts Receivable - or assign to billing clerk or capable PEC team member
• Accounts Payable, arranging for payment of all outstanding clinic invoices
• Direct deposits - or assign as needed to capable PEC team member
• Medavie Blue Cross Billing - or assign as needed to capable PEC team member
• ICBC Portal billing - or assign as needed to capable PEC team member or billing clerk
• Legal requests - or assign as needed to capable PEC team member
• Building/Equipment maintenance (work with strata re: repairs/maintenance, arrange for equipment maintenance as necessary)
• Implementation of new processes, policies (i.e COVID P&P, development of new services)
• Attending weekly scoreboard meetings, quarterly goal-setting meetings with ownership team, assist in clinic development, prep components of scoreboard
• Attend weekly check in meetings with Clinic Director, identify and help solve operational issues

Lead Billing Clerk Duties:

• Train new Patient Experience Managers in Billing and Collections processes
• Meet weekly with PEM’s to review any billing or collections issues or challenges they may have, and provides assistance.
• Perform quarterly audits on all clinics for the following funders: Medavie, WSBC, ICBC, PBC/Telus E-claims. Ensures correct billing practices are being followed, codes are correct, amounts correct,rejections/unsubmitted being checked weekly.
• Performs semi-annual to annual A/R audits, depending on the needs of the clinic, on all clinics, to ensure the following processes are being followed.

• Updated patient charts for all clinic appointments
• Directed patients to all areas around the building
• Answered multi-line phones
• Released test results to patients
• Called patients with appointment times and pre registered their information into our computer system
• Worked as part of a team to make sure that all the daily tasks were completed in a timely manner
• Fulfilled all chart requests around the building

• Served food and beverages promptly with focused attention to customer needs.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality
• Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels
• Maintained a clean and orderly dining area for an enjoyable guest experience
• Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions
• Bussed and reset tables to keep dining room and work areas clean