Does this sound like you?

• You enjoy talking to strangers in person and over the phone
• You’re naturally disarming; others open up to you easily
• Multi-tasking and keeping track of multiple responsibilities/priorities/deadlines is your superpower
• You’re reliable and always on time
• You have drive to make systems and processes better, and when you encounter a problem or challenge, you can speak up and always have an idea (or 3!) for a solution
• You are comfortable talking about money
• You’re great at written and verbal communication with people from all walks of life
• You are flexible and open to change, and committed to learning
• You care about health and wellness
• You can anticipate the needs of other people because you show up for work knowing that the smallest details always make the difference
• You have a positive outlook on life
• You enjoy being part of something and helping it to grow

If these statements describe you, you could be just the person we are looking for to fill our Front Desk Administrator / Care Coordinator position at our office in Milpitas, Ca. You will work closely with our Physical Therapy staff and be a full-time staff alongside our existing part-time front desk staff.

About Us

The Front Desk Administrator / Care Coordinator plays an integral role in the company in two primary ways:

1. By booking in new patients via the phone and excelling at retaining those patients as lifelong customers of the business. You’ll do that primarily through meaningful phone conversations (or intakes calls) and email communications with prospective clients, converting inquiries into paying patients.
2. By administering (and improving) the front desk operations and waiting room experience like clock-work – for R3 staff and clients, alike. Greeting patients, seamless handoffs to and from the physical therapy staff, addressing patient questions, warm and friendly atmosphere – you’ll create the type of front desk and customer experience that patients will be happy to pay for – and just as happy to tell others about – all while administering key business operational best practices.

Responsibilities & Duties

Provide “wow” experiences

• In all that you do, you’ll provide an unparalleled customer experience. Whether connecting meaningfully with a first-time caller to the clinic, writing a handwritten note for a patient experiencing a major lifetime event, or making the check-out process fast and efficient, you’ll help create experiences that clients can’t wait to come back to and force them to tell all their friends about.

Fill appointment schedule and prevent client drop offs
You will be responsible for ensuring clients successfully complete their entire course of treatment. Having clients stop after 3 sessions does not help us or them, so your job is to help them stay the course so they can achieve a full recovery. You will accomplish this by:

• Address inbound phone calls and schedule complimentary consultations for qualified prospective clients based on target ratios.
• Holding thoughtful (at least 10-15 minute) conversations with prospective clients over the phone, ensuring that patients are committed, understanding the patients’ need(s) before speaking with a PT, and explaining how what we do is worth the price we are asking.
• Prevent appointment no shows and cancellations based on target ratios.
• Limit drop offs – having clients stop after 3 sessions does not help us or them, so your job is to help them stay the course so they can achieve a full recovery. You will accomplish this by.
• Successfully handle price objections by communicating value of our service and associated costs.
• Communicate with patients before, during and after appointments to ensure satisfaction is being achieved.

Manage the front desk and coordinate client care

• Organize and manage the schedules, including all necessary forms and paperwork, charts, receipts, etc. – maximizing efficiency and revenue for the clinic
• Organize and manage the schedules, including all necessary forms and paperwork, charts, receipts, etc. – maximizing efficiency and revenue for the clinic.
• Properly and consistently maintain client records in customer database(s)
• Collect payment in timely manner.
• Help create an environment where the team and contracted personnel enjoy themselves at work.

Uphold company standards and practices

• Always be an ambassador of R3 Athletic and Physical Therapy.
• Opening and closing clinic when required.
• Ensure that all policies and procedures in both the Health and Safety, Employee Handbook and Company Procedures Handbook are adhered to.
• Adhere to and maintain the R3 Athletic brand standard.
• Ensure uniform standards are being adhered to by all team members and yourself.
• To undertake any other reasonable duties/projects/meetings that may be required.

Experience and Skills / Competencies Needed

Experience:

• No previous experience in healthcare is required, but the right person is likely to have sales-related experience.
• Working in a customer facing environment (required)
• Track record of dealing inquiries and turning inquiries into happy customers (preferred)

Skills/Competencies Needed

• Easy-going and confident (required)
• Flexible with a Growth Mindset (required)
• Positive Attitude / Team Oriented (required)
• Problem-solver, solution-oriented (required)
• Track record of defining, creating, and/or making processes and systems more efficient (required)
• Excel at multi-tasking and task-switching (required)
• Strong communication – written and verbal (required)
• Familiar with Google Suite of products (nice to have)
• Familiar with ERM systems, like Jane App or similar (nice to have)
• Familiar with InfusionSoft (Keap) software (nice to have)

Work authorization:

• United States (Required)

What We’ll do For You

• A opportunity where you get to be an integral part of a small but rapidly growing small business, ideally full-time
• A chance to be a part of an incredible team that is constantly learning and striving for more
• The ability to make a real difference in people’s lives every single day
• A working environment where you will be challenged, supported, and encouraged every single day
• Exclusive learning opportunities and continuing education events
• Competitive compensation
• Paid time off and holidays
• Health insurance
• 401(k) retirement plan
• Subscription to Waking Up mindfulness app
• Use of R3 office to exercise / workout