Introduction

Company TPA, a renowned professional massage clinic in Medicine Hat, Alberta, has established itself as a leader in the wellness industry, offering relaxation and therapeutic massage services. Despite their success, they faced a critical challenge: managing their operations efficiently while maintaining a high level of client engagement. The clinic’s owner, who is also a Registered Massage Therapist (RMT), struggled to find time to create essential job descriptions and contracts while working long hours and seeing clients.

Referred by Becky at the Chamber of Commerce, Company TPA sought assistance from Red Rock HR Ltd. After a 30-minute discovery call, it became clear that their unique needs required a tailored approach. The clinic’s limited availability—working 12-hour days and meeting only once a week—necessitated a special questionnaire to gather the necessary information for creating comprehensive HR documents.

Problem

Company TPA’s primary challenge was the need to hire part-time staff to ensure continuous customer service, without the time to develop job descriptions and ensure compliance. This issue led to:

• Reduced Profits: Time spent on administrative tasks instead of client service affected profitability.

• Lower Productivity: The owner had to lock the door or work nights to handle administrative duties, impacting client bookings.

• Compliance Concerns: As a first-time employer, the clinic was worried about adhering to Alberta employment standards and creating legally binding contracts.

The clinic was also in the midst of opening a new location, requiring both AM and PM administrative assistants. They needed customized job descriptions and employment contracts to ensure compliance and address potential employee relations issues.

Action Steps

Red Rock HR Ltd implemented a strategic approach to resolve these issues:

1. 30-Minute Initial Consult: An introductory call to understand the clinic's needs and constraints.

2. Onboarding Client: Formalizing the engagement and setting expectations.

3. Contract & Deliverable Questionnaire Creation: Developing a detailed questionnaire to gather all necessary information for documentation.

4. Document Creation: Crafting customized job descriptions and employment contracts.

5. Review of Deliverables: Providing a thorough review and explanation of all documents to ensure understanding.

6. Offboarding Client: Sending finalized documents and collecting feedback.

These steps were designed to directly address the clinic’s needs, ensuring that all documentation was tailored to their specific requirements.

Results

The strategic interventions delivered outstanding results for Company TPA:

• Professional Employment Contracts: Customized contracts and clear expectations for new administrative staff.

• Onboarding & Orientation Checklists: Free samples provided to assist with the onboarding process.

• Exceeded Expectations: The deliverables not only met but surpassed the clinic’s expectations.

The project contributed significantly to Company TPA’s goal of expanding their team with multiple RMTs supported by administrative staff.

“I enjoyed everything! Especially learning new things regarding Human Resources and being a first-time employer.” —  Owner of Company TPA

Are you facing similar challenges in your organization? Do you want to achieve your most pressing goals like Company TPA did?

Red Rock HR Ltd offers a free 30-minute consultation to help you gain clarity around your main challenges and how to overcome them.

Turn your biggest challenges into results. Contact us now by scheduling your free consultation.