Franchise Success Coach

FYZICAL LLC•Austin, TX

About The Position

We are seeking individuals who want to come to work every day excited about the challenge of pushing themselves and their clients beyond expectations, beyond ‘good enough’. We’re a high-energy team. We treat clients with dignity and empathy, and we work hard to improve lives through physical therapy. You will feel right at home at FYZICAL, where our state-of-the-art facilities feature advanced cardiovascular, stabilization, and strength-stimulating technology to provide the greatest impact for accelerated recovery and relief from pain. Our people are our greatest asset – we hire individuals who are professional and enthusiastically embrace advances in research, technology, science, and health care. In exchange, our teams enjoy a superb working environment, as well as unique and exciting possibilities for personal and professional growth. If you want to be the best at what you do and be rewarded for it, you have found the right place! The Franchise Success Coach will work under the direction of the Director of Franchise Operations and in coordination with the Franchise Regional Consultant and the Local Marketing Consultant. The Franchise Success Coach consults with the Pre-Open, Administrative, Education, and Marketing teams to provide guidance and support to all new franchisees through collaborative training for the first 90 days of business operations. The Franchise Success Coach is a role that liaises between franchisees and the corporate training team to facilitate new clinic post-open success. This role provides essential training and support to franchisees to help them decrease time to profitability and ensure brand standards compliance. The Success Coach lays the groundwork for the future relationship between franchisees and their designated Franchise Regional Consultant (FRC). The Success Coach is responsible for working to retain and strengthen our franchises while reinforcing our culture and adhering to company standards and procedures. The Success Coach will demonstrate value and leadership behaviors to include the ability to act independently, multi-task and manage multiple projects and priorities that build positive business relationships with Franchisees. This is a key role in the overall management and strategic development of franchises and owner relationships. The Success Coach works with the entire Operations team to coordinate and deliver on-site and remote support to assigned franchisees.

Requirements

Strong interpersonal skills and ability to build rapport with clients.
Requires excellent organizational and interpersonal skills.
Ability to proactively prioritize needs and effectively manage time.
Ability to communicate candidly and effectively, both written and orally.
Comfortable handling multiple projects/issues with a high degree of complexity and be able to prioritize to provide the biggest impact regarding customer service.
Aptitude to think critically to appropriately assess situations and make decisions and/or recommendations accordingly.
Degree/certification in business, education, project management, accounting, finance, marketing, healthcare or healthcare administration is preferred.
Proficient in: Outlook, Excel, Word, SharePoint, Adobe DC, and QuickBooks.
Experience in Franchise Management Software preferred.
Schedule flexibility and ability to travel up to 30%.
Eligible Driver’s License and valid automobile insurance.

Responsibilities

Ensure efficient and effective coordination through the onboarding and ongoing integration of the new franchisee into company.
Effective oversight of all tasks related to operational success of new locations, to include coordination of onsite support.
Execute all field training initiatives, including facilitating in-store training and providing follow-up training support.
Manage relationships with key personnel, provide continuous operational support and provide feedback to senior leadership on needed improvements.
Maintain regular communication touchpoints with the Director of Franchise Operations and the associated Franchise Regional Consultant and Local Marketing Consultant and provide feedback to senior leadership on the status of system integration.
Reinforce brand standards based on in-store observations; work with FRC and franchisees on timely resolution of compliance issues.
Responsible for managing multiple franchisee accounts.
Analyze franchisee performance and provide feedback, guidance, training and encouragement in order to impact results.
Carry out action plans developed by the Director of Franchise Operations and the associated Franchise Regional Consultant and Local Marketing Consultant and assist the franchisee in the management of projects including appropriate delegation, setting, and managing deadlines, and task completion.
Track all post-opening timelines to ensure an efficient transition to the FRC.
Develop and maintain superior relationship with franchisee’s key personnel and provide them with outstanding service and support.
Ensure the following training has been delivered and provide ongoing training and project management support for the first 90 days of opening to ensure optimal performance in projects to include but not limited to: 1. Coordinated Administrate Training: 1. Front Desk Set Up 2. EMR Schedule Set up 3. DMR Set up and Training 4. Direct Access Education 5. Verification of Benefits 6. Out of Network discussions 7. Payment Plan Options 8. ABN 9. Good Faith Estimate 10. MCR POC Signatures 11. Financial Hardship Form 12. Patient Collections 13. Intake paperwork 14. Insurance Verifications 15. Workers Compensation Auto/PIP 16. Billing/Collections and AR Reports 2. Confirm Access to and provide support: 1. EMR 2. QBO and FYZICAL-ized COA 3. Franconnect and Royalty Manager 4. FYZICAL Portal 5. FYZICAL College and Library 6. FYZICAL Business Intelligence 7. Practice Suite
Guide clinical leadership on additional training resources regarding recruitment, retention, and training of support staff to include mentor program, certification/education programs, residency, clinical leadership training
Coordinate Marketing Support with the associated Local Marketing Consultant to track and manage referrals and ensure activation timelines are being met
Establishment of franchise KPI’s to ensure best practices demonstrated
Escalating and resolving areas of concern as raised by franchises
Update the FRM/CRM and ensure account communication is efficient and effective
Management/tracking of franchise KPI’s to ensure best practices demonstrated
Conduct and attend regional meetings for assigned region
Develop and implement solutions and processes to achieve desired operational results to move the business forward and enable growth