Client Experience Front Desk Position
Want To Land Your Dream Job Building Relationships with People & Work with a Fun & Exciting Team in A Fast Growing Company?
Check out our success description here: https://thephysiorevolution.lpages.co/client-experience-front-desk-success-description/
We are looking for a full time client experience front desk person to join us at The Physio Revolution, our fast growing clinic in the heart of Denver, CO (30-40 hours).
- Do health and fitness play a large role in your life?
- Are you confident, empathetic and enthusiastic about helping people?
- Are you eager to work in a small business where you can be a part of it’s growth & success by helping active adults in the Denver community?
- Are you flexible & able to adapt to change?
- Do you view the opportunity to learn as a privilege & not something you should be paid to do?
- Do you have a passion for personal growth and committed to self-improvement?
- Do you have a personality that people naturally gravitate to?
- Is being “organized” a top priority in your life, and are you able to multi task and prioritize projects while simultaneously meeting deadlines and prioritizing your day?
- Are you comfortable with talking to strangers, both in person and on the phone?
- Are you eager to work in a place with weekly in-house training?
- Are you a self starter?
- Possess a thirst to find things that need to be done or be done better. Never thinking, “My job is done”, but rather “what can I do next?”
- Are you comfortable handling money and other objections ?
- Do you work well with a team honestly and with transparency?
- Can you communicate & listen effectively with people from all different backgrounds-both written and verbal?
- Are you able to speak up when you see something that is not working and can you anticipate the needs of other people, showing up to work knowing that the smallest details always make the difference?
- Do you have a positive outlook on life? Are you flexible, open to change and committed to learning?
- Can you easily build and foster relationships?
- Are you eager to work in a place that is more then a 9-5 job, but a place where you can grow personally, professionally & be a part of something much bigger?
If this is sounding like you & what you are looking for read on…
We are a physical therapy and wellness clinic located in the heart of Denver, Colorado that is experiencing rapid growth. We’ve grown from 0 visits a week to a booked schedule week on week with clients coming through the doors. We are completely OON with all insurance companies allowing us to provide a world class experience for our clients one in which we foster deep relationships and transform peoples lives.
Our mission is to help active adults make better decisions about their health that help them stay active, independent, & mobile in order to do the things they love (a whole lot more of that Colorado Lifestyle) without nasty pain pills, painful injections or pointless surgeries all while providing a world class experience.
Ask anyone of our clients and you’ll soon discover we have created an incredible environment and experience for you to serve our clients to the best of your abilities.
We believe so strongly in education and provide a ton of in-house training, teaching and coaching. You will work directly with both co-owners of the business and have the opportunity to help grow this business even further by serving our clients with an incredible experience. You have the potential to have a job that is more then just a job, but a place where you can really grow personally, professionally while truly improving peoples lives.
We are looking for a candidate to help us grow the revenue of the clinic by retaining the clients that we have.
This person will also be able to convert any new interest that comes to us as a result of the goodwill or word of mouth that already exists in our community.
Doing this will involve developing deep and meaningful relationships with our clients, handling objections, spending time getting to know each one personally and answering their concerning questions about physical therapy & what we do.
We need this person to create the type of experience that customers cant wait to come back to, will be happy to pay for and be just as happy to tell others about.
Demand for this role has been high and we invite you to apply if you feel confident and able to achieve the tasks and responsibilities listed below:
We know true “A players” love to be held accountable for high standards of performance, which means you will be given your own key objectives and outcomes to meet (with support & training). When these are consistently met, you’ll experience benefits and privileges.
To achieve the level of success we are looking for, you will be required to:
A. The mission of the company is to “help people make better decisions”, and one of the things that we offer our prospective patients to help to do that is give them time up front requiring you to hold a lengthy (at least 15-25 minute) conversation with new clients on the phone, ensuring clients are committed and objections addressed to communicate the value of our services (on the phone and in person) and be able to explain how what we do is worth the price we are asking
Your “warm lead conversion” rate – one of the biggest responsibilities of this position will be your ability to effectively communicate to our potential patients the benefits of physical therapy so they can “make better decisions about their health”.
We expect you to convert 8 out of 10 (or 80% ). It will be expected you to become proficient at this within 3 months (with training).
B. We know if we provide a world class waiting room environment for our clients, one they will look forward coming back to, they will. You will be required to be pro-active (for appropriate clients)in encouraging our clients to take advantage of our sales, purchase more packages & sell other services and products to 7 out of 10 current clients (or 70%) that will improve their outcomes and experience.
C. Contribute and attend 3 hours per week in house training – including giving a once per month power point presentation to the rest of the team about client experience or core values – and attend a minimum of 30 hours per year SELF FUNDED education to improve your knowledge in your role.
This includes learning, reviewing metrics from previous week and working on improving areas that fall below standards set. Bring new ideas and ways to improve customer experience based on feedback and experience in the position.
D. Ensure people show up excited for their first appointment after scheduling and continue to be throughout their plan of care, so much so that they will return and become lifetime clients. Patients who book appointments and then “no show or cancel” are not good for either parties involved. Because of that, You will be required to have an arrival rate of 90%, and a re-schedule rate of 90% for drop offs within 30 days.
E. Be flexible in your working hours – In the 21st Century, patients expect to be seen before, during, after work and on weekends. We know that back pain doesn’t go away for our patients after 5pm. Because of that, and to be successful in this role, you will be required to make yourself available from 7am until 7pm Mon-Fri and Saturday mornings from 8am – 12pm. Your 30-40 hours per week contracted hours will be scheduled during these hours (start and end times between these hours are negotiable!) and the salary ($30,000-$38,000) agreed upon will compensate you for making yourself available during these hours of standard business operation.
F. Drive referrals – within 3 months we expect that at least 3 WOM referrals are calling in due to you being pro-active with our current clients to drive referrals from their families, friends or co-workers (and within 6 months at least 4 WOM referrals).
G. Be dependable, on time, willing to do things because they need to be done without thinking “that’s not my job” or “that’s not why I was hired”. Your presence alone illustrates your commitment to being a team player and making EVERYONE’S experience better, either team mate’s or client’s & contriubtes to the fun environment we all want to work in. Communicate with PTs to keep people on schedule, discuss when POC is coming to an end (purchase another package if appropriate), relay if someone is unsatisfied, etc. Effectively communicate to keep clients happy and coming back for more.
H. You will be responsible for front desk type tasks that keep the business running effeciently (knowing details, organization & effective communication make the biggest difference ) including things like:
Develop and regularly update the procedure library so that every aspect of the role is documented, ensuring it can be achieved by someone else in the business.
Coordinating front desk activity, organizing, providing receipts, taking payments, creating super-bills, handwriting cards, running errands, intake paperwork, tracking/inputting data etc.
Be proficient with computers, smart phones, software such as word, excel, powerpoint, google drive, sending and receiving email, managing a computer either PC or MAC.
Take pictures/videos with clients and employees
Know when big things are happening in clients lives, plan for them and “wow” clients (ie birthdays, retirement, etc. )
Furthermore, Experience in this exact role is not required and neither is a degree from a college/university, however the candidate is required to adhere to the following core values:
- Deliver “WOW” through service
- Embrace & Drive Change
- Create Fun, Positivity & Laughter
- Be Creative & Open Minded
- Constant Pursuit of Growth & Learning
- Person First, Patient Second
- Build Open & Honest Relationshiops With Communication
- Build a Positive Team & Family Spirit
- Do More With Less
- “Walk the Talk”
- Be Humble
- Be Kind, Energetic & Empathetic
The successful candidate will work for the owners of the business to ensure that these core values are present in the day to day running of the business – and ultimately, responsible for the successful growth of the business…
All hiring (and firing) at The Physio Revolution is made with these Core Values firmly in mind and we look forward to discussing them more with you at the interview – when we can also discuss other benefits and incentives of you choosing to join our team!
It is said that some of the happiest & most fulfilled people in the world, possess 2 things an insatiable appetite for growth and learning & an ability to serve others to the utmost of their abilities. We believe that whole heartedly and is why we put such a strong emphasis on serving our clients to the best of our abilities while constantly pursuing more growth and learning.
We will support you in this role and can provide an incredible career opportunity- one where you will have the potential for growth in the company and where pay rises and privileges will be linked to performance.
If you are a friendly & fun person who likes what you have just read & looking for a learning environment where you can grow yourself professionally & personally…then YOU should apply via the link below! We look forward to talking to you soon!
Please Apply here: https://thephysiorevolution.lpages.co/frontdeskhire/
It has next steps in our hiring process : )
Job Type: Full-time
Salary: $32,000.00 to $38,000.00 /year
- High school or equivalent (Required)