Patient Experience & Front Office Team Lead - Physical Therapy Clinic

Focus Physical Therapy•Rancho Santa Margarita, CA

1d•Onsite

About The Position

Focus Physical Therapy is hiring a people-first professional to lead its front office and shape the patient experience at its outpatient physical therapy clinic in Rancho Santa Margarita. This leadership role is responsible for keeping the daily schedule full and running efficiently, helping prospective patients move from their first call to a scheduled appointment, and ensuring follow-up and scheduling opportunities are handled. The role also leads and coordinates front office support staff and virtual scheduling assistants, tracks daily performance numbers, and helps create an exceptional experience throughout each patient’s visits. The position is suited to someone who builds rapport, communicates confidently about price and care options, stays organized in a busy environment, takes initiative and ownership, and can coach and communicate with team members. Previous medical office experience is not required; relevant experience may come from hospitality, retail, fitness, customer service, or sales. The clinic requires consistent weekly availability within its stated operating hours. The exact schedule will be discussed during the interview.

Requirements

Build rapport quickly and make people feel comfortable.
Discuss price and value confidently and without discomfort or apology.
Ask effective questions, listen well, and help people make decisions.
Multitask while staying calm and organized in a busy environment.
Take initiative rather than waiting to be told what needs to be done.
Take ownership when problems arise rather than pointing fingers.
Coach and communicate effectively with team members.
Show up consistently and reliably.
Maintain consistent weekly availability within the clinic's operating hours.

Nice To Haves

Experience in hospitality, retail, fitness, customer service, or sales.

Responsibilities

Manage the daily schedule and proactively keep it full and running efficiently.
Help new patients move from their first phone call to a scheduled appointment.
Follow up with prospective patients who are not yet ready to schedule.
Help patients understand their care options, including services that may not be covered by insurance.
Lead and coordinate the front office support team and virtual scheduling assistants.
Ensure missed calls, cancellations, and other scheduling opportunities are followed up on.
Track daily numbers to assess performance and identify areas for improvement.
Create an exceptional patient experience from the first phone call through every visit.