Front Desk Patient Care Coordinator FTE

Reborn Pelvic Health & Wellness•Layton, UT

23h•Onsite

About The Position

Reborn is a thriving physical therapy practice with locations in Lehi, Layton, Murray, and Provo, UT, seeking a FULL-TIME Front Office Patient Care Coordinator to join their passionate team at the Layton clinic. This role is pivotal in delivering outstanding patient experiences, handling front desk operations, patient coordination, and patient communication. The ideal candidate is dependable, people-oriented, detail-driven, thrives in a fast-paced environment, and is committed to helping patients achieve their health and wellness goals.

Requirements

Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes (empathy).
Be able to answer all questions asked on the phone in such a way that increases the likelihood that the person asking will want to become a customer (insightful and knowledgeable).
Recall names and faces of patients and, in doing so, make all our patients feel welcomed and remembered.
Provide a warm and welcoming greeting to patients when they arrive in the clinic (experience).
Organization and planning: Plans and organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
Follows through on commitments: Lives up to verbal and written agreements.
Demonstrates an ability to quickly and proficiently understand and absorb new information.
Attention to detail: Does not let important details slip through the cracks.
Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
Proactivity: Acts without being told what to do. Brings new ideas to the company.
Ability to manage the demands of providing patient care duties.
Compassionate, excellent at physical therapy duties, and working with patients.
Organized and detail-oriented, with the ability to delegate administrative tasks.

Nice To Haves

Bachelor's or Master's Degree
1+ years of physical therapy office or office manager experience
Significant interest and passion for healthcare in pelvic health
English Speaking

Responsibilities

Manage inbound phone calls, texts, and emails from patients wanting to book appointments.
Communicate the value of services in person and on the phone.
Successfully handle price/money objections.
Hold lengthy (15-20 minute) conversations with new patients on the phone, ensuring commitment and buy-in to services.
Provide an exceptional waiting room environment for patients.
Ensure patients show up excited for their first appointment after scheduling and for further follow-ups.
Communicate with patients before, during, and after appointments to ensure satisfaction.
Ensure all invoices are paid on time and sent to the appropriate person if not.
Organize and plan all schedules, maximizing efficiency and revenue for the clinic.
Foster deep relationships with patients, ensuring NPS score hits agreed levels.
Develop and regularly update the procedures library so that every aspect of the role is documented.
Track and Monitor Designated KPIs on a Weekly, Monthly, Quarterly, and Annual Basis.
Achieve greater than 85% Clinic Efficiency.
Achieve 100% Schedule Efficiency Each Week.
Achieve 85% Conversion Rate.
Achieve greater than 90% Arrival Rate.
Book out the full POC.
Collect Over-the-Counter Collections.
Make sure all referrals are being scheduled ASAP.
Follow New Patient Enrollment.
Pre-book patient visits as indicated.
Monitor and Track all Leads and Referrals Coming into the Office.
Build/retain professional physician relationships with Practice 25 referral.
Make sure Active Patient Reporting and Wellness Checks are being performed.
Ensure accreditation, legal and medical compliance, and remain updated on regulations at the local, state, and federal levels.