Front Desk Representative

Job Description

Job Description

Position: Front Desk Admin for Health and Wellness Office

P3 Athletic & Physical Therapy is looking for a part-time Front Desk Administrator to join our small, yet growing practice in Milpitas, CA. We are passionate about helping people live their happiest and healthiest lives.

**To apply, go to Next Steps will be provided from there **

Who we are looking for

Are you comfortable with talking to strangers both in person and over the phone?

Are you a self-starter? Is being “organized” a top priority in your life and are you able to multitask and prioritize projects, while simultaneously meeting deadlines and prioritizing your day?

Can you communicate 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 because you show up for work knowing that the smallest details always make the difference?

Do you have a positive outlook on life?

Are you flexible and open to change, and committed to learning?

If you answered yes to these questions, you could be just the person we are looking for to fill the position that we have as a Front Desk Administrator at our office in Milpitas, Ca. You will work closely with our existing Physical Therapy and Front Desk staff.

About P3 Athletic and Physical Therapy

P3 is a boutique physical therapy and athletic performance office that has been established for 7 years. The founder, Dr. Michael Chin, opened P3 to provide the ultimate experience for all clients and provide them with everything they need to succeed. Less is NOT more at P3. Our clients thrive and love coming to our office not only because they’re getting better, but because of the experience they have in the clinic and the positive effect it has on their lives. Learn more about P3 and the entire team on our website: -us

We are in a period of growth with a database of hundreds of clients whose experience and success is of utmost importance to us. As a result, we are now offering you an opportunity to help us to continue to grow and provide a spectacular customer experience for our future and existing patients that goes way beyond what’s offered by most health care facilities.

No previous experience in this field is needed, but the right person is likely to have been working in a customer facing environment and has a long track record of dealing inquiries and turning inquiries into happy customers.

The Role

Ultimately, your job is to help us grow the revenue of the clinic by booking in new patients via the phone or those who walk into our clinic directly and excelling at retaining those patients as lifelong customers of the business. You’ll do that by creating the type of customer experience that patients will be happy to pay for - and just as happy to tell others about.

You will join our existing front desk staff and be responsible managing the front desk and waiting room experience, meeting and greeting our patients, answering the phone, converting inquiries into paying patients, and ensuring that all of our patients are looked after and made to feel welcomed whenever they enter your world.

Responsibilities

Provide "wow" experiences - Your number one job is to provide an unparalleled customer experience that clients can't wait to come back to and force them to tell all their friends about. Some ways you will do this may include

• A thoughtful reminder before a client's first appointment and a consistently warm and welcoming demeanor when clients arrive at the clinic.
• Preparing their preferred beverage as you sit with them in the waiting room or handwritten letters during a meaningful life event.
• You’ll ensure NPS (net promoter score) hits agreed levels by forming genuine relationships with patients because you actually care.

Prevent No Shows And Limit Drop Offs And Cancellation - You will be responsible for ensuring clients successfully complete their entire course of treatment. Having clients stop after 3 sessions does not help us or them, so your job is to help them stay the course so they can achieve a full recovery. You will accomplish this by

• Beginning the patient experience with us by holding thoughtful (at least 15-20- minute) conversations with new patients over the phone, ensuring that patients are committed, understanding the patients’ need(s) before speaking with a PT, and explaining how what we do is worth the price we are asking
• Being someone clients can't wait to see each week and fostering trust and an open relationship through in person communications, check-in phone calls, welcome gifts, etc.
• Successfully handling price objections by communicating value of our service and associated costs
• Communicating with patients before, during and after appointments to ensure satisfaction is being achieved.

Manage The Front Desk And Coordinate Patient Care

• Organizing and managing the schedules, including all necessary forms and paperwork, charts, receipts, etc. - maximizing efficiency and revenue for the clinic
• Develop and regularly update the procedures library so that every aspect of the role is document and can be achieved by anyone else in the business
• Prospering and consistently tag and record client statuses in customer database for client communications and business analytics
• Ensure that all invoices are raised on time, every time and are sent to the appropriate person

Skills/Competencies Needed:

Detail-Oriented and Fast-Learner

• Does not let important details or projects slip through the cracks
• Quickly and proficiently understands and absorbs new information

Empathetic, High Emotional IQ

• Ability to anticipate unstated needs and understand clients’ emotional states, helping to prevent drop-offs before they happen.
• Ability to relate and show clients you understand their situation and how they feel so they feel confident in us as their trusted provider. People in painful states often feel discouraged and doubt, especially if they’ve been let down by other healthcare providers.

Strong Communicator and Easily Connect with Others

• Interest in people and ability to get to know them on a personal, not just surface level. We create relationships with our clients that are much stronger than a normal doctor/patient relationship. Our clients are people first and clients second, which means that we place heavy emphasis on these relationships.
• Natural ability to recall names and faces of patients and in doing so making all our patients feel welcomed and remembered
• Ability to answer all questions asked over the phone in such a way that increases the likelihood that the person asking will want to become a customer.

Organized and Comfortable Prioritizing Multiple Tasks and Projects

• Ability to properly manage each client’s progress and coordinate their progress and needs with the appropriate members of staff.
• Comfortable planning and organizing schedules and budgets in an efficient, productive manner. Focuses on key priorities.
• Comfortable switching between multiple projects and tasks
• Excels at prioritizing a variety of tasks and projects on a day-to-day and week-to-week basis
• Adaptable and flexible when new priorities and situations arise

Proactive and Reliable

• Acts without being told what to do. Brings new ideas to the company.
• Lives up to verbal and written agreements regardless of personal cost
• Tenacity and willingness to go the distance to get something done

What we will do for you:

• Provide you with ongoing training and support in the field of customer service, front desk administration, and communication
• Access to world class coaching tools in the field of business and personal development
• Supportive team – as well as very friendly customers
• Opportunity to develop and grow in a culture that is value driven and strongly encourages personality based service

Experience:

• Working in a customer facing environment (preferred)
• Track record of dealing inquiries and turning inquiries into happy customers (preferred)
• Track record of prioritizing multiple projects and tasks with ease (required)

Work authorization:

• United States (Required)

Benefits:

• Competitive compensation
• Paid time off
• Paid holidays
• Year subscription to mindfulness app
• Use of P3 office to exercise/workout
• Group retirement plan

How to apply:

Go to Next Steps will be provided from there.