What are the responsibilities and job description for the Front Desk Manager - Physical Therapy Clinic position at The Healing Spot Physical Therapy?

Job Description

Front Desk Manager Needed

Are you tired of the corporate world where you feel like just a number? Do you long to be a part of a team that works together and cares deeply about the relationships they have with customers and the services they provide?
Are you empathetic, have a strong ability to “read people” and crave attention to detail and organization in your life?
Do you love the idea of getting to know your clients and nurturing relationships with people in order to help them improve their health and wellbeing?
Want to use your outgoing personality to talk to people and make a positive impact on those you work with everyday?
Do you have a growth mindset and desire to learn and improve, personally and professionally?
Are you reliable and show up to work ready to make an impact and feel proud in how you have helped others?
If this sounds like YOU, come work for a small company in Colorado Springs where you will have the chance to grow personally and professionally and get to know and treat your customers like family. You will look forward to work everyday instead of dreading it!

The Mission Of The Role

To be the first point of contact with potential patients reaching out to us with questions, who inquire about our services. You would answer their questions about how we can help them with their particular concerns.

If they're a good fit for the practice it would be your job to book consultation and initial appointments, discuss our out-of-network pricing and provide an exceptional customer service experience.

1. Schedule Discovery Session appointments and ensure people show up for their appointments, ready to meet with the therapists about speciality physical therapy care.

2. Schedule Initial Appointments for patients who want to work with our therapists to reach their healthcare goals.

3. Schedule ongoing and past patients for appointments. Get to know them during their appointments by talking to them before and after their appointments, nurturing a relationship with them. We want our patients to look forward to coming for appointments just as much for the front desk / waiting room experience as they look forward to working with our therapist team.

4. To call back any patients that need to reschedule appointments to ensure they reach their goals and keep their momentum of healing up.

5. To follow up with people who reach out to us as potential patients - using the phone, email and texting to set up consultation calls (that you will do) to educate them about how our therapists can help them solve their problems.

Responsibilities And Activities :

To call and follow-up on inbound leads - people who reach out to us through Google and Facebook Ads, by filling out the forms on our website, who call us or are referred to us by other providers for physical therapy. This requires a friendly and understanding person, willing to learn our process for follow up. You must be able to hold a lengthy (15-20 minute) conversation with our customers in person and on the phone, ensuring our clients are seen, heard and well cared for.

Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to. This includes starting conversations with clients who are new to our clinic and remembering and interacting with our clients who come in for regular appointments.

Be able to talk about sensitive and intimate subject matter; our clients are looking for help with pelvic floor issues, which means we ask questions to find out how their concerns are impacting their lives and in particular their pee, poop and sexual functions.

To make 20 calls per day to follow-up on prospects who have made inquiries with us with the goal of booking appointments / discovery visits for our pelvic floor therapists.

To appropriately document all communication with prospective and ongoing patients, including typing notes while having a phone conversation, using our Google Drive and our CRM, Active Campaign. This requires typing skills, attention to detail and the ability to follow through with tasks.

To follow-up on patient reschedules, no shows and cancels. This involves keeping a detailed follow-up calendar, setting and responding to tasks in our CRM and calling people.

Use spreadsheets to manually track calls and activities, as well as provide weekly reports to the Owner on all activities. The right candidate will enjoy being held accountable and responsible for their work and ask questions when something isn't clear.

Lead nurturing for interested clients who haven't become a paying client yet. You will keep track of who is reaching out, your conversations with them and the outcome of each point of contact. Reporting this data to the owner is required, so meticulous attention to detail and organization is expected.

To call and offer any current specials to warm leads that are happening in the clinic. You will work closely with our marketing assistant to know who has been interacting with our marketing efforts to know who our warm leads are.

Develop a deep understanding of all products and services offered to leverage them in the lead nurturing process as well as being able to overcome common objections to cash pay physical therapy. Training is provided for this but experience in sales and overcoming objections is preferred!!

Organize and plan all schedules with accuracy – maximizing efficiency and revenue for the clinic. This includes calling patients on the cancellation or waitlist when we have an opening in the schedule.

Foster deep relationships with patients / clients ensuring satisfaction of our customers.

Must be a self-starter and able to manage yourself as there is potential for one remote work day per week in this role.

Confidently enforce late-cancellation fees and collect payments by informing clients of charges and declined payments, then processing fees accordingly.

Possess an uncanny attention-to-detail, ensuring accuracy in scheduling, documentation, and follow-ups while keeping track of all client interactions, special offers, and lead nurturing efforts.

The Role :

We are looking for a full-time (32-40 hours / week) Front Desk Manager to join our team - including our therapists and our Client Relations Specialist! In this role you’ll be working to follow-up on the leads coming into our office to schedule appointments, field questions, follow-up consistently on inquiries, and assist in maintaining the integrity of the company’s database.

Previous experience in successfully scheduling appointments and / or other relevant phone sales experience is preferred. Specific lead nurturing experience in physical therapy, healthcare, or a women's health clinic is a PLUS! Please apply if you have been successful in the role of scheduling appointments and / or sales and prospecting, as the primary outcome of your role is to schedule qualified people for appointments.

Your Compensation :

This position offers a salary starting at $19-20 / hour, plus paid time off and paid holidays. Potential to make more per hour depending on your experience and proven skills. You will be the first point of contact with our business, with an extensive list of prospective patients / leads, using an amazing CRM that makes calling leads quick and easy. Our clinic is closed on weekends and major holidays.

If you are comfortable starting conversations and talking with strangers at length, both in person and on the phone, you could be the person we're looking for.

Being “organized” is a top priority for this role, as well as being reliable, possessing attention-to-detail skills, able to multitask, track personal performance and prioritize the day.

You must be comfortable taking payments, talking about money and comfortable handling customer concerns and questions about cost. PLEASE ONLY APPLY if you can handle conversations about money / cost. We are a private medical practice and the conversation about money with clients cannot be ignored.

Your job will be to assist with all aspects of customer service which includes acquiring and retaining clients, communicating effectively with clients and other team members, wowing people who arrive for the first time in our clinic and who have done business with us in the past, and representing our company in a professional way.

If you have a positive outlook on life, you like to be held accountable and take pride in a job well done, and are committed to learning, you could be just the person we are looking for to fill the position that we have as Customer Service Rep of our physical therapy clinic in Colorado Springs, CO.

About Us :

We are a specialty physical therapy clinic that was founded in 2016, and the position we are looking to fill is in our Colorado Springs office. We help women with prenatal and postpartum concerns, women with pelvic floor issues (we talk about pee, poop and sex with a LOT of our clients) and chronic pain and are looking for someone to be empathetic to our patient's concerns.

We are committed to helping our clients have greater confidence in their bodies and their abilities, who feel empowered to choose what they need for their health. We are looking for the right staff to help us make a bigger impact in people's lives, and we want to make an impact in the lives of our employees, too.

We are also committed to helping our staff grow personally and professionally as we believe confident, happy employees can best serve our customers. We love employees who have a desire to learn and improve, both personally and professionally.

https : / / healingspotpt.com is the website of our clinic for your inspection. We are also active on social media : Facebook , and Instagram

How To Apply :

Please take a moment to review our website and / or social platforms using the links above; we value candidates who know what they're applying for and have taken the time to research us. We love hiring employees who have a desire and passion to serve our clients.

Please apply if you have experience in a sales, front desk or customer service role, preferably in a business-to-consumer environment. You must have a proven track record for sales, overcoming objections, working face-to-face with customers and being able to speak confidently on the phone.

To apply, please upload your resume and answer the questions on why you think you’d be a great fit to join our team. We look forward to getting to know you!

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Salary : $19 - $20

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Front Desk Manager - Physical Therapy Clinic

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