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 Logan, Lehi, Layton, Murray, and Provo, UT. We are seeking a full-time Front Desk Patient Care Coordinator to join our passionate team at our Murray clinic. This role is ideal for a dependable, people-oriented, and detail-driven individual who thrives in a fast-paced environment and is committed to delivering outstanding patient experiences while helping patients achieve their health and wellness goals.

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 (at least 15-20 minute) conversations with new patients to ensure commitment to our service.
• Provide an exceptional waiting room environment for patients.
• 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 all schedules to maximize clinic efficiency and revenue.
• Foster deep relationships with patients to achieve agreed NPS score levels.
• Develop and regularly update the procedures library to document every aspect of the role.
• Track and monitor designated KPIs on a weekly, monthly, quarterly, and annual basis, 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 ensure full point-of-care (POC) booking.
• Ensure all referrals are scheduled as soon as possible.
• Follow new patient enrollment training and pre-book patient visits as indicated.
• Monitor and track all leads and referrals coming into the office.
• Build and retain professional physician relationships with 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 longer than 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 and welcoming greeting to patients upon arrival.
• Excellent organization and planning skills, focusing on key priorities.
• Follows through on commitments and lives up to verbal and written agreements.
• Quickly and proficiently understands and absorbs new information.
• Attention to detail, ensuring important details are not overlooked.
• Persistence and tenacity to follow through on tasks.
• 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; significant interest and passion for healthcare in pelvic health (preferred).
• English speaking (preferred).
• Ability to manage the demands of providing patient care duties.
• Compassionate, excellent at physical therapy-related tasks, and skilled in working with patients.
• Organized and detail-oriented, with the ability to delegate administrative tasks.

Work Environment

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

Physical Demands

• Manual dexterity, general strength, and endurance.
• Lifting: routinely loads of 5-35 pounds from:
  • Floor to waist
  • Waist to shoulder
  • Shoulder to overhead
• Carrying: routinely loads of 5-10 pounds for 40-50 feet.
• Pushing: routinely loads of 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.

Pay

Hourly compensation as per individual contract.

Schedule

Monday–Thursday: 10:30 AM–7:00 PM, Friday: 9:30 AM–6:00 PM. Subject to change.