Front Desk & Sales for Physical Therapy Clinic

ACTIVELY HIRING – Front Desk & Sales 

Position: Patient Care Coordinator for a Growing Physical Therapy Clinic

Who We Are Looking For:

Are you looking to be part of a growing business in which you can make a massive impact on the lives of its clients now and far into the future? Do you love the idea of selling-to-serve and nurturing relationships with people in order to help them? Would you like to be instrumental in revolutionizing a growing business and playing a vital role in developing its systems and procedures? Are you a self-starter where being organized is a priority? Do you enjoy being creative in your work and being provided autonomy to WOW your clients? Are you able to multi-task and prioritize projects while simultaneously meeting deadlines and prioritizing your day? 

Do you have experience in sales? Are you able to overcome objections to help someone truly see the value in something that they may not have immediately recognized? Can you communicate effectively with people from all different backgrounds – with both verbal and written communication? Do you find yourself easily connecting and communicating with clients and their families at a deep and impactful level to empower them to obtain what THEY really want? Do you get a thrill from selling products and services you know will have a massive impact on peoples’ lives? 

Do you have a drive for learning and growing as a person and as a professional? Do you enjoy the challenge of striving to achieve goals? We know that real ‘A Players’ love to be held accountable for high standards of performance, which means you’ll be given your own key objectives and outcomes. When these are consistently met and exceeded, you’ll experience substantial benefits and privileges and enjoy the opportunity of room for significant growth in this role.

About Us – Balance Within Integrative Physical Therapy

We are the Premiere Integrative Physical Therapy Clinic of the Midwest offering a cutting-edge combination of Traditional and Holistic therapies that give our patients the best results possible, even when other approaches have failed. We are a small but quickly growing clinic of 8 years that has firmly established itself as a leader in providing the highest level of care for our patients with everything from chronic/complex to simple/acute problems. We love to help people enjoy an active lifestyle and avoid medications or surgeries.

Much of our growth has happened because of the incredible team and culture that has been created at Balance Within, prioritizing not only giving the very best care to our patients but also taking great care of our employees. We’ve created a culture where the team loves coming to work to continually learn and grow, and a place our patients look forward to coming back to time and time again.

We encourage you to examine our clinic website to best understand who we are and the patients we serve:

Our team currently includes 3 highly skilled Physical Therapists and we are needing to add another valuable piece to the team in the role of Sales/Patient Care Coordinator. This is an immense opportunity for you to play a key role at the ground level of a quickly growing organization and help us continue this growth by providing an exceptional customer experience for our patients that goes way beyond what is offered by most health care facilities.

The right person has worked with customers in a sales role in the past and has a strong track record of managing different personalities in a kind and compassionate manner. Answering questions, overcoming objections and turning inquiries into happy buyers in the sales experience, whether on the phone or in person, will be an incredibly valuable requisite for this position. 

The Role:

Your role will be THE most important role of this organization. You are the gatekeeper into the practice and what will stand between someone getting the help they truly need or having them keep looking for ‘fixes’ for their health that may be more detrimental such as medications and surgeries. You will be responsible for managing the clinic phone line which includes following up with leads and answering the phone, converting inquiries into paying patients and ensuring our patients are looked after and made to feel not only welcomed but also deeply cared for. Other responsibilities will include responding to email and social media inquiries as well as various administrative tasks such as support with marketing, scheduling and other special projects.

Your success in this role is intimately tied to the success of the practice. By booking new patients via the phone/online and excelling at helping to retain those patients as lifelong customers, our business grows. This growth of revenue will create many opportunities for your professional growth, bonuses and raises in the future. We’re looking for a highly motivated individual that is excited about reaping the rewards of their efforts professionally and financially, someone who is looking to be a long-term member of our team and grow and “level up” with us. 

To make this happen, we’re looking for someone who creates the type of customer experience patients are very happy to pay for and can’t wait to tell others about. Does this sound like you? 

The Tasks:

• Be a Leader .  We are all leaders in life in our own way and each individual plays a role, in their own right, within this organization. The following are key areas of leadership that you would play:
• Nurture incoming leads by phone and successfully progress those leads along the nurturing process to predictably and consistently convert incoming leads to Initial Evaluations or Free Consultations. 
• Effectively communicate the value of our services and be able to explain how what we do is worth the price we are asking
• Successfully handle price objections
• Hold a lengthy (often 15-20 min or longer) conversation with new patients on the phone ensuring patients are committed and understand/have bought into our exceptional level of service
• Track your own results of your own performance accurately and objectively and report results to owners on a weekly basis. Prepare each week for analysis, self-critique, and solutions (with support as needed) if the outcomes are not met. If the outcomes are met, analyze why in order to continue to personally grow in the role and multiply those successes over and over again.

• Engage in sales training by us (owners) and other outside sources for personal growth and development of sales and nurturing skills.
• Participate actively in team trainings and meetings/strategy sessions. 
• Engage successfully in client management on a regular basis.
• Regularly seek out and attend networking events in order to establish referral sources, other services for the business and our clients, help us remain top-of-mind within the community, and establish new networking resources not yet established within the business.
• Expand the utilization of various technologies to streamline, simplify, and optimize the business, for example, but not limited to, Google Docs, Google Calendar, Intake Q, etc. This does not require a high level of technical skill, simply the ability to be persistent enough to research the use of such technologies, report on their capabilities, and take the time to set them up for the business to streamline, simplify, and improve communication within the business.
• Ensure people who call requesting appointments are placed on schedule and understand the true time and cost commitment involved to meet their goals in therapy. 
• Ensure people show up excited for their appointment after scheduling and know what to expect their first day
• Follow up with patients over the phone to ensure satisfaction is being achieved
• Establish the empathy needed to nurture leads in order to help the business create a great name and reputation in the community.
• Foster deep relationships with patients
• Respond to email and social media inquiries, comments
• Send out Free Tips Reports and related material through direct mail or email within 1 day of the lead calling in. Then follow-up with those leads by phone within 1-2 days immediately following the enquiry.
• 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
• Assist with special projects to support clinic growth

Skills/Competencies Needed:

• Sell: Be able to sell (aka sharing helpful information with people to turn them into educated consumers) and to thus allow skeptical cold leads to feel nurtured along the process in order to turn a predictable number of them into paying clients.
• Continuous Improvement: Pursues and values continued learning, improvement and growth (personally and professionally).
• Attention to detail: Does not let important details slip through the cracks. Also being willing and able to recognize when other members of the team have allowed details to slip through the cracks. Not everyone on the team will be detail oriented. Some people will be more big picture. This role requires a detail oriented person immediately from the beginning. 
• Organization and Planning: Plans, organizes, schedules and budgets time in an efficient, productive manner and focuses on key priorities.
• Dependability: Follows through on commitments; lives up to verbal and written agreements .
• Proactivity: Acts without being told what to do. Brings new ideas to the company
• Solutions-Oriented Mindset: The ability to self-reflect, learn, and modify performance based on challenges, experiences, mistakes, successes, and feedback from others.
• Insightful and knowledgeable: 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.
• Knowledge: Have a basic level of understanding of the human body, medicine, and the healthcare system in order to learn how to communicate with leads and clients in a healthcare business.
• Empathy: Be able to hold meaningful conversations with prospective patients on the phone for often 15-20 min or longer. Have an understanding and empathy for the clientele we serve such individuals experiencing chronic pain, women’s pelvic health concerns and medical complexities. 
• Highest Level of Patient Experience: 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.
• Technology: Strong comfort level with technology, social media. Technology-savvy enough to research and develop new technologies and programs into the business.
• Cognitive Plasticity: Demonstrates an ability to quickly and proficiently understand and absorb new information.
• Persistence: Demonstrates the willingness to go the distance and be creative to get something done.
• Tenacity: Kind tenacity to handle objections, denials, and the occasional rude person over the phone or in person.
• Alertness: Be able to spot potential referral situations or opportunities for the sale of other products and services.
• Resourcefulness: Proficiency in client management and problem-solving through challenges with leads and clients.
• Optimistic Personality : Consistently present with an optimistic, bright personality which our clients will fall in love with.
• Team Player: Being able to work with a team to regularly optimize the service for our clients and grow a business.

What We Will Do For You:

• Give you an amazing environment and culture to be a part of that includes working with a team of incredibly talented and very supportive staff – as well as very friendly customers
• Provide you with ongoing training and support in the fields of sales, customer service, marketing and technology integration 
• Opportunity to develop and grow within a team/culture that is value driven and strongly service oriented
• Competitive salary with an incredible opportunity to earn even more as we grow as a result of your impact
• Opportunity to be a difference maker in our patients’ lives every day

Compensation:

Competitive pay available depending on level of skill and experience with opportunity for salaried position in the future and significant raises as our company grows due to your impact . Opportunity for quarterly bonuses tied to your performance. 

Hours:

20-40 hours/week; option to begin with part time and grow into full-time if desired, or to keep regular part-time or full-time hours long term.

Location:

This position will primarily include working from our clinic in beautiful downtown Delafield, WI but has the option to include some time working virtually from home each week.

THANK YOU SO MUCH FOR YOUR INTEREST IN THIS POSITION!

We look forward to hearing from you soon!

~Doctors Sarah and Jereme Trunk, Owners, Balance Within - Integrative Physical Therapy

*NOTE: Balance Within LLC is an equal opportunity employer