Customer Care Manager and Sales (Full Time)

Job Description

Job Description

NOW HIRING – Customer Care Manager/Sales

Position: Front Desk/Sales/Admin for Physical Therapy Clinic

Who We Are Looking For:

Do you love to meet and connect with new people? Is brightening someone’s day one of your favorite things to do? Are you self-motivated and ambitious? Are you comfortable with sales? Is being organized a top priority in your life? Are you able to multi-task and prioritize projects while simultaneously meeting deadlines and keeping your day on schedule? Can you communicate effectively with people from all different backgrounds – with both verbal and written communication? Do you enjoy being a part of the solution when you spot something that’s not working? Can you anticipate the needs of other people because you show up for work knowing that the smallest details always make the difference?

Do you have a positive outlook on life? Do you love working with a team passionate about changing peoples’ lives for the better? Are you flexible, open to change and committed to continuous learning and improvement? If so, you could be just the person we are looking for to join our team!

The Role:

Because we are growing, we are looking for a part-time to full time team member to join us in one of the most important roles in our organization. You will be the first person our clients meet and you will be integral in helping us to WOW our clients with their experience, helping to boost our acquisition and retention of customers and perform administrative & organizational tasks that keep the business running smoothly. 

Your role will be to help us grow the revenue of the clinic by providing an exceptional patient experience, booking new patients via the phone/online and excelling at helping to retain those patients as lifelong customers to the business. You’ll do that by creating the type of customer experience patients are happy to pay for and can’t wait to tell others about and by representing our company in an professional way. We are looking for someone who has a fun personality, is detail oriented, creative, can multi-task and is proficient at prioritizing daily and weekly tasks. 

You must be comfortable with talking to strangers at length in person and on the phone as well as taking payment and having conversations about the life-changing value we deliver to justify the investment of our services and products. Please ONLY apply if you can handle these conversations about money/cost. We are a private, high level medical practice and the conversation about money with clients cannot be ignored. 

Should you come on board with us, you will be instrumental in connecting our amazing and highly motivated clientele with the very best holistic physical therapy care available. You will provide top level customer service with a stellar focus on the dreams and aspirations of the clients in which you serve and help educate them so they can make the very best decisions about their health. You will regularly feel the fulfillment of seeing the clients we serve be empowered to transform their lives. This position comes with extensive mentoring and training to enhance your customer service, hospitality, administrative, business, sales and personal growth skills.

The Tasks:

• Customer Service & Hospitality: Fostering deep relationships with patients & prospective clients. Providing a warm welcome and a 5-Star Experience in the waiting room for our patients; an environment they’ll look forward to coming back to. Communicating with warmth and deep caring through all communication. Connecting with our clients, cheerleading them, listening to them and supporting them in their healing journey. Developing a nurturing style that encourages clients to increase their propensity to engage with our business. 
• Acquisition: Hold a lengthy (often 15-20 min or longer) conversation with new patients on the phone discovering their goals and emotional drivers, communicating how we can help, determining who would be a good fit for our practice, ensuring any new patients are excited about and committed to beginning their care, know what to expect their first day and understand our exceptional level of service. Maximize our word of mouth referrals by asking for Google Reviews, using in-house marketing systems like writing and sending handwritten thank you notes, sharing about our Referral for Reward program. Prepping welcome gifts for new and prospective clients. 
• Retention: Follow up with patients over the phone to ensure satisfaction is being achieved, to help ‘save’ potential drop offs, and to reactivate past patients with special offers. Perform scheduling, taking payment, building up & managing our waitlist. Communicate with patients, before and after appointments to ensure satisfaction is being achieved. 
• Sales: Communicate the value of our services and be able to explain how we’re unique and why what we do is more than worth the price we are asking. Successfully handle price objections when appropriate. Assist with sales of orthotics and other therapy self treatment tools. 
• Administrative: Provide administrative support to owners and assist with special projects to facilitate clinic growth. Accurately manage inventory and order supplies. Provide patients with requested itemized therapy receipts within 5 business days. Organize and plan all schedules with accuracy - maximizing efficiency and revenue for the clinic. Update data about our customers on a regular basis and use our CRM (Keap/Infusionsoft) for meticulous record keeping to ensure good communication between our customers and staff. Accurately inputs data to track clinic metrics with reliable detail. Develop and regularly update the procedures library so every aspect of your role is documented and can be achieved by anyone else in the business. 
• Other: Assist with childcare every now and then (if a patient would have to otherwise cancel their appointment due to lack of childcare).
• Most Importantly: Above all, make people ‘feel better’ just by talking with you. Everyone needs to feel seen, heard and cared for. 

Skills/Competencies Needed:

• Be able to hold meaningful conversations with prospective patients on the phone for often 15-20 min or longer (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)
• Provide a warm and welcoming greeting to patients when they arrive in the clinic or call. Recall names, faces and stories/personal details of patients and in doing so making our patients feel welcomed, important and remembered (patient experience)
• Is comfortable following up with people in a variety of ways: phone, text, email, direct mailings and even customized videos that you will create that speak to our customers directly. 
• Plans and organizes, schedules and budgets time in an efficient, productive manner, focuses on key priorities (organization and planning)
• Extremely detail-oriented 
• Follow through on commitments; lives up to verbal and written agreements (dependability)
• Demonstrates an ability to quickly and proficiently understand and absorb new information
• Open to and embraces change, flexible, committed to learning
• Is a quick, self-motivated learner who wants to work for a company who will invest in their growth and education 
• Has experience in a business or industry where targets need to be met. Your performance WILL be measured and you will be held accountable for your job performance. You will be offered initial and ongoing training and coaching with world class coaches to ensure your success in the role. 
• Does not let important details slip through the cracks (attention to detail)
• Demonstrates tenacity and willingness to go the distance and be creative to get something done (persistence)
• Must be honest, reliable and must be able to work independently (not always needing to be told what to do).
• Brings new ideas to the company. (proactivity)
• Wants to work in a fast-paced NO DRAMA environment where office politics, backstabbing, gossip and negativity are NOT tolerated 
• Experience in this exact role is not required. 
• A college degree is not required but the right candidate must demonstrate the ability to carry through on all the responsibilities of the job. 

What We Will Do For You:

• Provide you with ongoing training and support in the fields of sales, customer service and front desk administration. We believe whole-heartedly in education, and provide an immense amount of training, teaching, and coaching. 
• Give you an amazing environment to work in that includes working with a team of wonderful and very supportive staff – as well as very friendly customers
• Opportunity to develop and grow in a team that is value driven and strongly service oriented
• Competitive salary with benefits and with opportunity to earn even more as we grow as a result of your impact
• Opportunity to make a big difference in our patients’ lives every day
• Note: If you do not wish to be held accountable for providing the highest level of care via bi-weekly meetings and metrics, this job is not for you.