Patient Experience & Front Office Team Lead - Physical Therapy Clinic

Job Description

Job Description

Focus Physical Therapy is looking for a confident, organized, people-first professional to lead our front office — the first and often most important connection our patients have with our practice.

This is not a typical receptionist position.

We are looking for someone who wants to take ownership, solve problems, build relationships, and help people take the next step in getting the care they need.

What You'll Own

• Managing our daily schedule and proactively working to keep it full and running efficiently

• Helping new patients move from their first phone call to a scheduled appointment

• Following up with prospective patients who aren't quite ready to schedule

• Confidently helping patients understand their care options, including services that may not be covered by insurance

• Leading and coordinating our front office support team and virtual scheduling assistants

• Making sure missed calls, cancellations, and scheduling opportunities don't fall through the cracks

• Tracking a few simple daily numbers so we know what's working and where we need to improve

• Creating an exceptional experience from the first phone call through every visit

Who We're Looking For

Previous medical office experience is not required . In fact, some of our best candidates may come from hospitality, retail, fitness, customer service, or sales.

What matters most is that you can:

• Build rapport quickly and make people feel comfortable

• Confidently discuss price and value without becoming uncomfortable or apologetic

• Ask good questions, listen well, and help people make decisions

• Multitask while staying calm and organized in a busy environment

• Take initiative instead of waiting to be told what needs to be done

• Take ownership when something goes wrong rather than pointing fingers

• Coach and communicate effectively with other team members

• Show up consistently and reliably — this position is a critical part of our daily operation

You Might Be a Great Fit If You

• Love people and genuinely enjoy helping them

• Get satisfaction from turning a busy, complicated day into an organized one

• Like having goals and knowing whether you're achieving them

• Naturally follow up rather than assuming someone else will take care of it

• Are comfortable picking up the phone and having real conversations

• Want responsibility and enjoy being trusted to make things happen

• Appreciate clear expectations, accountability, and regular feedback

• Want a position where your contribution is visible and directly impacts the growth of the business

Schedule

Full-time

Our clinic is open:

Monday–Thursday: 7:00 AM–6:00 PM
Friday: 7:00 AM–5:00 PM

Your exact schedule will be discussed during the interview and will fall within these hours.

Consistent weekly availability is required. Because this is a leadership position, we need someone whose availability does not regularly change from week to week.

To Apply

Please submit your resume and answer the following question in your application:

“Tell us about a time you had to confidently discuss the price or cost of something with someone who wasn't expecting it or wasn't sure they wanted to pay it. What did you say, and how did the conversation go?”

Applications without an answer to this question may not be considered.

We're much more interested in how you communicate, think, and take ownership than in whether you've worked behind a medical front desk before.

About Us:

Focus Physical Therapy is a trusted provider of outpatient physical therapy services in the Rancho Santa Margarita community, dedicated to helping patients recover, move better, and live fuller lives. Our patients love us for our personalized, hands-on approach and the genuine care our team brings to every visit. Our staff thrive here because we foster a supportive, collaborative culture where every team member is valued and empowered to grow.