Front Desk Patient Care Coordinator FTE

About the role

We are seeking a full-time Front Desk Patient Care Coordinator to join our passionate team at our Lehi, UT clinic. This role is pivotal in delivering outstanding patient experiences, handling front desk operations, patient coordination, and managing patient communication in a thriving physical therapy practice with locations across Utah. You’ll thrive in a fast-paced environment while fostering deep relationships with patients and contributing to a supportive, growth-focused company.

Responsibilities

• Manage inbound phone calls, texts, and emails from patients wanting to book appointments.
• Communicate the value of our services both in person and on the phone, handling price and money objections.
• Hold lengthy (15-20+ minute) conversations with new patients to ensure commitment and buy-in to our services.
• Provide an exceptional waiting room environment that patients look forward to returning to.
• Ensure patients show up 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 achieve agreed Net Promoter Score (NPS) levels.
• Develop and regularly update the procedures library to document every aspect of the role.
• Track and monitor designated KPIs weekly, monthly, quarterly, and annually, aiming for:
  • Greater than 85% Clinic Efficiency
  • 100% Schedule Efficiency each week
  • 85% Conversion Rate
  • Greater than 90% Arrival Rate
• Collect over-the-counter payments and manage financial transactions.
• Ensure all referrals are scheduled as soon as possible and follow new patient enrollment training.
• Pre-book patient visits and monitor/track all leads and referrals coming into the office.
• Build and retain professional physician relationships (Practice 25 referral sources).
• Ensure active patient reporting and wellness checks are performed.
• Maintain accreditation, legal, and medical compliance, staying updated on local, state, and federal regulations.

Skills

• Ability to hold meaningful, empathetic conversations with prospective patients for 20+ minutes.
• Insightful and knowledgeable in answering questions to increase the likelihood of converting leads into customers.
• Strong recall of patient names and faces to make patients feel welcomed and remembered.
• Provide a warm, welcoming greeting to patients upon arrival.
• Excellent organization and planning skills, focusing on key priorities.
• Follow-through on commitments and agreements.
• Ability to quickly understand and absorb new information.
• Strong attention to detail to avoid oversights.
• Persistence and tenacity to see tasks through to completion.
• Proactivity in acting without being told and 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, particularly pelvic health, is preferred.
• English speaking (preferred).
• Ability to manage the demands of patient care duties with compassion and organization.
• Detail-oriented with the ability to delegate administrative tasks.

Work Environment

This role operates in an outpatient women’s health clinic environment. Routine use of clinic equipment and standard office tools such as computers, phones, photocopiers, filing cabinets, and fax machines is required.

Physical Demands

• Manual dexterity, general strength, and endurance consistent with industry norms.
• Lifting: Routinely handle loads of 5-35 pounds from floor to waist, waist to shoulder, and shoulder to overhead.
• Carrying: Routinely carry 5-10 pounds for 40-50 feet.
• Pushing: Routinely move loads of 5-150 pounds on casters, runners, or pulleys.
• Sustaining a grip: Routinely hold 40-50 pounds for 1-2 minutes.

Exposure Determination

• Potential for exposure to hazardous substances.
• Potential for exposure to bloodborne pathogens.

Schedule

Monday through Friday, 8:00 AM to 4:30 PM.