Front Desk Patient Care Coordinator FTE

Reports to: Manager of Patient Experience and Office Operations. Non-exempt position in accordance with Utah State Labor Laws.

About the role

Reborn is a thriving physical therapy practice with locations in Lehi, Layton, Murray, and Provo, UT. We are seeking a full-time Front Office Patient Care Coordinator to join our team between our Lehi and Provo clinics. This role is pivotal in delivering outstanding patient experiences, handling front desk operations, patient coordination, and managing patient communication. We’re looking for a dependable, people-oriented, and detail-driven individual who thrives in a fast-paced environment and is committed to helping patients achieve their health and wellness goals.

Responsibilities

• Manage inbound phone calls, texts, and emails from patients booking appointments.
• Communicate the value of our services both in person and on the phone, handling price or money objections.
• Hold lengthy (15-20 minute) conversations with new patients to ensure commitment to our service.
• Provide an exceptional waiting room environment for patients.
• Ensure patients are excited for their first appointment and 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 schedules to maximize clinic efficiency and revenue.
• Foster deep relationships with patients to meet agreed NPS score levels.
• Develop and update the procedures library to document every aspect of the role.
• Track and monitor designated KPIs weekly, monthly, quarterly, and annually to improve clinic performance (targets: 85% Clinic Efficiency, 100% Schedule Efficiency, 85% Conversion Rate, 90% Arrival Rate).
• Collect over-the-counter payments and ensure full booking of patient visits.
• Ensure all referrals are scheduled promptly and monitor/track leads and referrals.
• Build and retain professional physician relationships (Practice 25 referrals).
• Monitor Active Patient Reporting and perform wellness checks.
• Ensure compliance with accreditation, legal, and medical regulations at local, state, and federal levels.

Skills

• Ability to hold meaningful, empathetic conversations with prospective patients for over 20 minutes.
• Insightful and knowledgeable in answering questions to increase patient conversion.
• Strong recall of patient names and faces to create a welcoming environment.
• Warm and professional greeting for patients arriving at the clinic.
• Efficient organization and planning, focusing on key priorities.
• Follow-through on commitments and agreements.
• Quick and proficient understanding of new information.
• Attention to detail to avoid oversights.
• Persistence and tenacity to complete tasks.
• Proactivity in bringing new ideas to the company.

Requirements

• Preferred Bachelor’s or Master’s degree.
• 1+ years of physical therapy office or office manager experience; passion for healthcare in pelvic health preferred.
• English speaking (preferred).
• Ability to manage patient care duties with compassion and organization.
• Excellent at physical therapy-related tasks and patient interaction.
• Detail-oriented with the ability to delegate administrative tasks.

Work Environment

This role operates in an outpatient women’s health clinic environment, using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

• Manual dexterity, general strength, and endurance.
• Lifting: routinely 5-35 pounds from floor to waist, waist to shoulder, and shoulder to overhead.
• Carrying: routinely 5-10 pounds for 40-50 feet.
• Pushing: routinely 5-150 pounds on casters, runners, or pulleys.
• Sustaining a grip: routinely for 1-2 minutes with 40-50 pounds.

Exposure Determination

• Potential for hazardous substance exposure.
• Potential for bloodborne pathogen exposure.