Front Desk Administrator​/Care Coordinator

Front Desk Administrator / Care Coordinator

WANTED:
Highly Organized Front Desk Administrator / Care Coordinator with a Passion for Improving Systems and Solving Problems while Delivering Unparalleled Client Experience

• You enjoy talking to strangers in person and over the phone
• You’re naturally disarming; others open up to you easily
• Multi-tasking and keeping track of multiple responsibilities/priorities/deadlines is your superpower
• You’re reliable and always on time
• You have drive to make systems and processes better, and when you encounter a problem or challenge, you can speak up and always have an idea (or 3!) for a solution
• You are comfortable talking about money
• You’re great at written and verbal communication with people from all walks of life
• You are flexible and open to change, and committed to learning
• You care about health and wellness
• You can anticipate the needs of other people because you show up for work knowing that the smallest details always make the difference
• You have a positive outlook on life
• You enjoy being part of something and helping it to grow

If these statements describe you, you could be just the person we are looking for to fill our Front Desk Administrator / Care Coordinator position at our office in Milpitas, Ca. You will work closely with our Physical Therapy staff and be a full-time staff alongside our existing part-time front desk staff.

R3is a boutique physical therapy and athletic performance office that has been established for over 5 years and is growing quickly. The founder, Dr. Michael Chin, opened R3to provide the ultimate experience for all clients and provide them with everything they need to succeed. Less is NOT more  clients thrive and love coming to our office not only because they’re getting better, but because of the experience they have in the clinic and the positive effect it has on their lives.

Learn more about R3and Dr. Michael Chin on our website:

About Us .

The Role

The Front Desk Administrator / Care Coordinator plays an integral role in the company in two primary ways:

• By booking in new patients via the phone and excelling at retaining those patients as lifelong customers of the business. You’ll do that primarily through meaningful phone conversations (or intakes calls) and email communications with prospective clients, converting inquiries into paying patients.
• By administering (and improving) the front desk operations and waiting room experience like clock-work – for R3staff and clients, alike. Greeting patients, seamless handoffs to and from the physical therapy staff, addressing patient questions, warm and friendly atmosphere – you’ll create the type of front desk and customer experience that patients will be happy to pay for – and just as happy to tell others about – all while administering key business operational best practices.

• In all that you do, you’ll provide an unparalleled customer experience. Whether connecting meaningfully with a first-time caller to the clinic, writing a handwritten note for a patient experiencing a major lifetime event, or making the check-out process fast and efficient, you’ll help create experiences that clients can’t wait to come back to and force them to tell all their friends about.

Fill appointment schedule and prevent client drop offs
You will be responsible for ensuring clients successfully complete their entire course of treatment. Having clients stop after 3 sessions does not help us or them, so your job is to help them stay the course so they can achieve a full recovery. You will accomplish this by:

• Address inbound phone calls and schedule complimentary consultations for qualified prospective clients based on target ratios.
• Holding thoughtful (at least 10-15 minute) conversations with prospective clients over the phone, ensuring that patients are committed, understanding the patients’ need(s) before speaking with a PT, and explaining how what we do is worth the price we are asking.
• Prevent appointment no shows and cancellations based on target ratios.
• Limit drop offs – having clients stop after 3 sessions does not help us or them, so your job is to help them stay the course so they…