Guest Service Administrator

**About Us** Massage Addict is 100% Canadian-owned and locally operated. With over 130 multidisciplinary clinics and more than 2,200 Registered Massage Therapists, Chiropractors, Acupuncturists, Stretch Coaches, and Reflexologists across the country, you’ll be part of a team that helps over 90,000 Canadians each month manage their pain, stress, and recovery. At our Calgary clinics, we pride ourselves on delivering comprehensive care, from routine wellness treatments to complex Motor Vehicle Accident (MVA) rehabilitation, while serving exclusive, high-volume client groups through our national partnerships with the **National Police Federation** and the **Canadian Police Association**. **Position Summary** An integral member of the Massage Addict team, Guest Service Administrators (GSAs) play a vital role in supporting the delivery of safe, coordinated healthcare services. Working within a multidisciplinary clinic environment, GSAs ensure seamless client experiences while actively supporting treatment plan adherence, clinical rebooking, and continuity of care for massage therapy, chiropractic, acupuncture, and other health services. This role requires a detail-oriented professional who understands the importance of healthcare scheduling, accurate insurance documentation, and proactive follow-through to prevent gaps in care. GSAs help guide clients through their prescribed treatment plans, including complex MVA direct billing and dedicated care paths, rebooking appropriately based on practitioner recommendations and reinforcing the value of consistent clinical care. **Key Responsibilities** * **Client Engagement & Service:** Provide exceptional client service by answering calls, managing emails, and handling appointment bookings in a busy, fast-paced healthcare setting. * **MVA & Direct Billing Management:** Manage complex insurance billing procedures, including processing Motor Vehicle Accident (MVA) claims, handling specialized billing portals, and guiding clients through their insurance documentation seamlessly. * **Client Reception & Welcome:** Welcome and orient clients upon arrival, ensuring a professional, supportive, and health-focused experience, especially for our specialized client bases under national police and emergency service partnerships. * **Service Knowledge:** Maintain a strong working knowledge of all clinic modalities (Massage, Chiropractic, Acupuncture, Stretch, Reflexology) to accurately support client needs and practitioner recommendations. * **Administrative & Financial Operations:** Manage client records and digital documentation, prepare intake forms, submit insurance claims accurately, and perform daily balancing of revenue and direct billing claims. * **Schedule Optimization & Rebooking:** Coordinate practitioner schedules to maximize time, maintain treatment plan compliance, and ensure clients are rebooked according to prescribed care plans. * **Continuity of Care:** Proactively follow up with clients to reduce