Patient Experience & Front Office Team Lead - Physical Therapy Clinic

Focus Physical Therapy•Rancho Santa Margarita, CA

83d•$24 - $30•Onsite

About The Position

Focus Physical Therapy is looking for a confident, organized, people-first professional to lead our front office — the first and often most important connection our patients have with our practice. This is not a typical receptionist position. We are looking for someone who wants to take ownership, solve problems, build relationships, and help people take the next step in getting the care they need.

Requirements

Previous medical office experience is not required.
Build rapport quickly and make people feel comfortable
Confidently discuss price and value without becoming uncomfortable or apologetic
Ask good questions, listen well, and help people make decisions
Multitask while staying calm and organized in a busy environment
Take initiative instead of waiting to be told what needs to be done
Take ownership when something goes wrong rather than pointing fingers
Coach and communicate effectively with other team members
Show up consistently and reliably — this position is a critical part of our daily operation

Nice To Haves

Some of our best candidates may come from hospitality, retail, fitness, customer service, or sales.
Love people and genuinely enjoy helping them
Get satisfaction from turning a busy, complicated day into an organized one
Like having goals and knowing whether you're achieving them
Naturally follow up rather than assuming someone else will take care of it
Are comfortable picking up the phone and having real conversations
Want responsibility and enjoy being trusted to make things happen
Appreciate clear expectations, accountability, and regular feedback
Want a position where your contribution is visible and directly impacts the growth of the business

Responsibilities

Managing our daily schedule and proactively working to keep it full and running efficiently
Helping new patients move from their first phone call to a scheduled appointment
Following up with prospective patients who aren't quite ready to schedule
Confidently helping patients understand their care options, including services that may not be covered by insurance
Leading and coordinating our front office support team and virtual scheduling assistants
Making sure missed calls, cancellations, and scheduling opportunities don't fall through the cracks
Tracking a few simple daily numbers so we know what's working and where we need to improve
Creating an exceptional experience from the first phone call through every visit