Front Desk Patient Care Coordinator FTE

Description

Job Title: Front Desk Patient Care Coordinator

Reports To: Manager of Patient Experience and Office Operations

FLSA Classification: Non-Exempt in Accordance with Utah State Labor Laws

Compensation: Hourly per individual contract.

Schedule/

Location:

Please note:

Schedule is subject to change

Mon-Wed, Fri: 9:30am-6pm (Lehi Location)

Thu: 12pm-6pm (Provo Location)

Are you a skilled and compassionate Front Office Patient Care Coordinator in healthcare looking for a rewarding career that recognizes and values your talents? At Reborn, we believe in making a profound impact on our patients' lives while fostering an empowering, supportive work environment for our team.

Reborn is a thriving physical therapy practice with locations in Lehi, Layton, Murray, and Provo, UT, and we are currently seeking a FULL-TIME Front Office Patient Care Coordinator to join our passionate team between our Lehi and Provo clinics. Whether you're looking for a fresh start or to elevate your current career, this is your opportunity to join a dynamic, growth-focused company dedicated to patient care, professional development, and fostering lasting relationships.

You’ll play a pivotal role in delivering outstanding patient experiences, handling everything from front desk operations to 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 our patients achieve their health and wellness goals.

• Manage the inbound phone calls, texts, and emails 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 and further follow-ups.
• Communicate with patients before, during, and after appointments to ensure satisfaction is being achieved.
• Ensure that all invoices are paid on time, every time, and are sent to the appropriate person if not.
• Organize and plan all schedules – maximizing efficiency and revenue for the clinic
• 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.

• 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 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, make 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.
• 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.

• Track and Monitor Designated KPIs on a Weekly, Monthly, Quarterly, and Annual Basis.
• A baseline measure of tracking will be important to determine what areas of the business need to be improved.
• The overall Goal is to achieve greater than 85% Clinic Efficiency
• 100% Schedule Efficiency Each Week
• 85% Conversion Rate
• Greater than 90% Arrival Rate
• Booking out the full POC

• Collect Over-the-Counter Collections

• Make sure all…