Front Desk / Customer Service Admin at Roscoe Physiotherapy CO

We are looking for a full-time front of house admin/customer service specialist to join our front desk team. In this role you’ll have the important task of being the first point of contact with the patients of our practice. You must have previous experience in admin/office work and have a strong focus on customer service. You also must be able to work in a fast-paced environment and demonstrate extraordinary attention to detail. Please ONLY apply if you have experience in admin and have worked in a customer service environment.

To excel in this role, you must be comfortable with talking to strangers both in person and on the phone, with the goal to brighten their day and ensure they look forward to working with our team. Being “organized” should be a top priority in your life and you must be able to multitask and prioritize projects, while simultaneously meeting deadlines and prioritizing your day.

You must be comfortable taking payments, talking about money, and handling customer concerns and questions about cost. PLEASE ONLY APPLY if you can handle conversations about money/cost. We are a private medical practice and the conversation about money with patients cannot be ignored.

If you love talking to people, getting to know your customers on a personal level, making people smile, and contributing to an upbeat and uplifting environment, you are very likely to thrive in this front desk position at Roscoe Physiotherapy!

Who We Are:
We are a therapist-owned physical therapy clinic located in Hermitage, PA that was founded to provide both patients and clinicians with the physical therapy experience they need and deserve. While most clinics focus on cramming as many patients on the schedule as they can, we take a very different approach - scheduling patients for individual treatment sessions with 45-60 minutes of one-on-one time per session. Our approach of spending quality time with people in a positive, inspiring environment has helped us to expand very quickly, becoming the #1 rated clinic during our 8 years in operation. Through relationship building and going above and beyond in doing the right thing for people, we have built an incredible reputation and have an abundance of great people ready and waiting for you to serve to the best of your ability. 

We believe whole-heartedly in education, and provide an immense amount of training, teaching, and coaching to help our employees achieve both their professional and personal goals. We know that real A-players love to be held accountable for high standards of performance, which means you’ll be given your own key objectives and outcomes to achieve for success.

We are 100% focused on providing a life-changing experience for our clientele and hold the highest standard for our business practices. Our goal is to support YOU to allow you to flourish as the best version of yourself, both professionally and personally, as well as to continue to grow our business to reach and serve as many people as we possibly can!  

If you possess the skills and meet the qualifications we have outlined above, and are looking for a long-term career with a company that will allow you to truly impact and change lives, we can’t wait to hear from you! Reply to this job posting to continue the conversation and learn more about this amazing opportunity!

This is a full-time position based in our Hermitage clinic. This is an awesome opportunity for someone who:

• LOVES PEOPLE and wants to broaden your customer service experience and skills.
• Has a bright and welcoming personality and who looks for any opportunity to make others feel happy, hopeful, and encouraged.
• Wants to work in a fast-paced, NO-DRAMA environment where office politics,
  backstabbing, gossip and negativity are NOT tolerated.
• Wants to work at a company where they can LEARN about all aspects of customer service, administration as well as finance and marketing.

• Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.
• Likes the idea of working for a smaller (but fast-growing) company where their ideas and contributions directly impact the company’s success, direction and growth.
• Is a quick, self-motivated learner who wants to work for a company that will invest in their education.
• Wants a position that will offer upward earning and career advancement; we want people who are interested in growth, learning and becoming part of our team long-term.

Responsibilities and Activities:

• Manage the inbound phone calls from patients wanting to book appointments
• Communicate the value of our services (in person and on the phone)
• Successfully handle price/money objections
• Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone
  ensuring that patients are committed and bought into our service
• Provide an exceptional waiting room environment for our patients that they’ll look
  forward to coming back to
• Ensure people show up excited for their first appointment after scheduling
• Communicate with patients before, during and after appointments to ensure
  satisfaction is being achieved
• Coordinate with the billing department to ensure that all invoices are raised on time, every time and are sent to the appropriate person (in house or externally)
• Organize and plan all schedules – maximizing efficiency and revenue for the clinic
• Coordinate day to day flow of clinic for both patients and providers
• Keep detailed and accurate patient files
• Foster deep relationships with patients ensuring NPS score hits agreed levels
• Develop and regularly update the procedures library so that every aspect of the role is
  documented and can be achieved by anyone else in the business

Skills Required:

• Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes (empathy)
• Be able to answer all questions asked on the phone in a such a way that increases the likelihood that the person asking will want to become a customer (insightful and knowledgeable)
• Recall names and faces of patients and in doing so making all our patients feel welcomed and remembered
• Provide a warm and welcoming greeting to patients when they arrive in the clinic (experience)
• Organization and planning: Plans and organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
• Follows through on commitments: lives up to verbal and written agreements regardless of personal cost
• Demonstrates an ability to quickly and proficiently understand and absorb new information
• Attention to detail: does not let important details slip through the cracks
• Persistence: Demonstrates tenacity and willingness to go the distance to get
  something done
• Proactivity: Acts without being told what to do. Brings new ideas to the company

Location:

The role is an office based front desk/front of house role at our clinic based in Hermitage, PA.

Compensation & Benefits:

• Competitive starting hourly wage of $14.00 - $18.00/hour depending upon previous success at this position.
• Company Health Insurance PPO Plan with Health Savings Account.
• 401K Retirement Plan with company match.
• PTO and major holidays paid

Please apply ONLY if you have at least one year experience in an administrative role (with a strong customer service focus) position preferably in a business-to-consumer environment.  You must have a proven track record for working face to face with clients and being able to speak confidently on the phone.

Roscoe Physiotherapy Co. is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.

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