Front Desk Ambassador

Job Description

Job Description

Create Exceptional Experiences. Build Relationships. Help Patients Move Better.

Full-Time | In Person
$22.00-$28.00 per hour

At Concierge Physical Therapy, we believe healthcare should feel different.

Our clinics are built around one-on-one care, exceptional service, beautiful environments, and a team that genuinely cares about the people we serve. As we continue growing across Central Massachusetts and MetroWest, we're looking for a Front Desk Ambassador to help deliver the high-touch, concierge-level experience that defines who we are.

This is not a traditional front desk position.

This is a patient experience, care navigation, and clinic operations role designed for someone who thrives on building relationships, taking ownership, and creating extraordinary experiences for both patients and teammates.

As the first and last impression of Concierge Physical Therapy, our Front Desk Ambassadors are relationship builders, problem solvers, patient advocates, and culture champions who help create an experience that patients cannot stop talking about.

What You'll Do

Deliver an Exceptional Patient Experience

• Serve as the first and last impression of Concierge Physical Therapy
• Welcome every patient with warmth, professionalism, and genuine care
• Build meaningful relationships with patients and families
• Anticipate needs and proactively solve problems
• Guide patients confidently through every stage of their care journey
• Create an environment where patients feel known, valued, and supported

Own Front Office & Clinic Operations

• Manage provider schedules with urgency, accuracy, and attention to detail
• Coordinate patient check-in, check-out, and daily clinic flow
• Maintain accurate patient information and documentation within our EHR
• Answer multi-line phones and efficiently address patient needs
• Maintain strict HIPAA compliance and patient confidentiality
• Help ensure the clinic is organized, welcoming, and operating at the highest level every day
• Support teammates and clinicians wherever needed to create an exceptional patient experience
• Take ownership of challenges and help solve problems proactively

Insurance & Financial Coordination

• Verify insurance benefits and eligibility
• Explain patient responsibilities and payment expectations with confidence and empathy
• Collect copays, balances, and point-of-service payments
• Understand EOBs and support basic billing workflows
• Create financial clarity so patients can confidently move forward with care

Concierge Experience & Membership Coordination

• Provide prospective and current patients with tours of the facility and introduce them to the Concierge PT experience
• Educate patients on available services, programs, and wellness offerings in a consultative, patient-centered manner
• Help patients understand the benefits of ongoing wellness services and cash-based membership options
• Assist with membership enrollment, coordination, and administrative processes
• Identify opportunities to connect patients with additional services that align with their goals and needs
• Partner closely with Physical Therapists to reinforce recommendations and create continuity between treatment plans and wellness programs
• Build trust and confidence through education, relationship building, and exceptional service
• Support clinic growth by helping appropriate patients transition into long-term wellness and membership programs

Live the Green Team Culture

• Lead with positivity, professionalism, and a service-first mindset
• Support teammates and jump in wherever needed
• Take ownership of challenges and see solutions through
• Promote a "No Job Too Big, No Job Too Small" mentality
• Treat the success of the clinic as a shared responsibility
• Help create an environment where both patients and teammates feel welcomed, supported, and cared for

What You Bring

Experience

• 1+ years of medical reception experience required
• Physical therapy or outpatient healthcare experience strongly preferred

Technical Skills

• Insurance verification and eligibility workflows
• Understanding of EOBs and basic medical billing
• Payment collection and financial conversations
• EHR documentation and navigation
• Multi-line phone experience

Professional Traits

• Comfortable presenting services and wellness options in a patient-centered, consultative manner
• Exceptional punctuality and reliability
• Self-starter mentality with strong ownership
• Highly coachable and growth-oriented
• Professional, confident communicator
• Relationship builder who genuinely enjoys helping people
• Organized and detail-oriented
• Comfortable discussing value, cost, and care recommendations professionally

You'll Thrive Here If You:

• Take ownership instead of simply completing tasks
• Move quickly without sacrificing accuracy
• Build trust easily with patients and teammates
• Enjoy working in a fast-paced, high-performing environment
• Believe that exceptional service creates exceptional outcomes
• Are energized by helping patients understand and commit to their long-term health goals
• Take pride in making every patient interaction meaningful