Patient Experience Representative

Job Description

Job Description

Are you passionate about making a genuine difference in families’ lives? Do you thrive in a dynamic, collaborative environment where play, kindness, and purpose guide every action? Join ICAN Children’s Therapy and help build a future where children can shine their brightest!

About ICAN Children’s Therapy

At ICAN, we believe every child deserves to thrive. Our passionate, multi-disciplinary team works collaboratively with children and their families to unleash each child's potential through innovative, evidence-based therapy. We foster a vibrant workplace that empowers team members to lead, grow, and create positive impact—together.

What You’ll Do:

As a Patient Experience Representative, you are the heartbeat of our front desk and the first step in every family’s journey with ICAN. You’ll:

• Own the front desk experience: Keep a tidy, welcoming space and set a positive tone for all who enter.
• Greet and guide families: Offer compassionate, knowledgeable assistance—making every guest feel special.
• Coordinate patient schedules: Master multitasking as you schedule, reschedule, and support timely, accurate appointments for our children and families.
• Champion communication: Provide responsive, empathetic, and thorough updates in person, on the phone, and via email.
• Support quality care: Facilitate the intake process, maintain detailed records, and help families navigate billing with care and clarity.
• Solve problems and celebrate wins: Collaborate with therapists and colleagues to proactively address families’ needs and create joyful experiences.

Who Thrives Here:

• You genuinely love building relationships and learning each family’s story.
• You stay upbeat and motivated—embracing new challenges with a solution-focused attitude.
• You’re organized, detail-oriented, and skilled at making fast, thoughtful decisions.
• You believe communication is at the heart of great service.
• You bring a growth mindset—seeking out opportunities to expand your skills and advance your career.

Qualifications:

• Experience in a medical, reception, or customer service setting (medical scheduling a plus)
• Confident in English (oral & written); extra languages are a plus!
• Familiarity with office technology (phone, copier, printer, EHR or scheduling systems)
• Proven record of reliability and professionalism. Background check required.
• Able to manage multiple tasks and timelines with grace under pressure

Why ICAN?

• Growth Opportunities: We’re committed to developing your potential and promoting from within.
• A Mission That Matters: Every day, your work helps kids and families.
• Inclusive Culture & Teamwork: We celebrate your unique strengths and play, fast, kind, and together!
• Benefits: (Health insurance, 401k, PTO, professional development, mentorship)

If you are ready to make an impact—one family, one child at a time—apply today and help ICAN children and families flourish!

Screening Questions

As part of our application process, all candidates are required to complete a brief screening questionnaire. Please answer all questions accurately and completely, as your responses will be considered during our initial review.

Complete the screening questions here: ICAN Screening Questionnaire

ICAN Children’s Therapy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.