Description

Job Title: Front Desk Patient Care Coordinator

Reports To: Manager of Patient Experience and Office Operations

FLSA Classification: Non-Exempt in Accordance with Utah State Labor Laws

Compensation: Hourly per individual contract. 

Position Overview

Are you a skilled and compassionate Front Office Patient Care Coordinator in healthcare looking for a rewarding career that recognizes and values your talents? At Reborn, we believe in making a profound impact on our patients' lives while fostering an empowering, supportive work environment for our team.

Reborn is a thriving physical therapy practice with locations in Logan, Lehi, Layton, Murray, and Provo, UT, and we are currently seeking a FULL-TIME Front Office Patient Care Coordinator to join our passionate team at our Murray clinic. Whether you're looking for a fresh start or to elevate your current career, this is your opportunity to join a dynamic, growth-focused company dedicated to patient care, professional development, and fostering lasting relationships.

You’ll play a pivotal role in delivering outstanding patient experiences, handling everything from front desk operations to patient coordination, and managing patient communication. We’re looking for a dependable, people-oriented, and detail-driven individual who thrives in a fast-paced environment and is committed to helping our patients achieve their health and wellness goals.

JOB DUTIES

• Manage the inbound phone calls, texts, and emails from patients wanting to book appointments.
• Communicate the value of our services (in person and on the phone)
• Successfully handle price/money objections.
• Hold a lengthy (at least 15-20 minute) conversation with new patients on the phone, ensuring that patients are committed and bought into our service.
• Provide an exceptional waiting room environment for our patients that they’ll look forward to coming back to.
• Ensure people show up excited for their first appointment after scheduling and further follow-ups.
• Communicate with patients before, during, and after appointments to ensure satisfaction is being achieved.
• Ensure that all invoices are paid on time, every time, and are sent to the appropriate person if not.
• Organize and plan all schedules – maximizing efficiency and revenue for the clinic
• Foster deep relationships with patients, ensuring NPS score hits agreed levels.
• Develop and regularly update the procedures library so that every aspect of the role is documented and can be achieved by anyone else in the business. 

Skills Required

• Be able to hold meaningful conversations with prospective patients on the phone for longer than 20 minutes (empathy).
• 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 (insightful and knowledgeable).
• Recall names and faces of patients and, in doing so, make all our patients feel welcomed and remembered.
• Provide a warm and welcoming greeting to patients when they arrive in the clinic (experience).
• Organization and planning: Plans and organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
• Follows through on commitments: Lives up to verbal and written agreements.
• Demonstrates an ability to quickly and proficiently understand and absorb new information.
• Attention to detail: Does not let important details slip through the cracks.
• Persistence: Demonstrates tenacity and willingness to go the distance to get something done.
• Proactivity: Acts without being told what to do. Brings new ideas to the company.

Metric Tracking & Reporting

• Track and Monitor Designated KPIs on a Weekly, Monthly, Quarterly, and Annual Basis.
• A baseline measure of tracking will be important to determine what areas of the business need to be improved. 
• The overall Goal is to achieve greater than 85% Clinic Efficiency
• 100% Schedule Efficiency Each Week
• 85% Conversion Rate
• Greater than 90% Arrival Rate
• Booking out the full POC

Financials

• Collect Over-the-Counter Collections

Sales & Marketing

• Make sure all referrals are being scheduled ASAP
• Follow New Patient Enrollment Training
• Pre-book patient visits as indicated. 
• Monitor and Track all Leads and Referrals Coming into the Office 
• Build/retain professional physician relationships with Practice 25 referral 
• Make sure Active Patient Reporting and Wellness Checks are being performed. 

Compliance

Ensure accreditation, legal and medical compliance, and remain updated on regulations at the local, state, and federal levels.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. 

Duties, responsibilities, and activities may change at any time with or without notice. 

Requirements

EDUCATION AND EXPERIENCE

• Preferred Bachelor's or Master's Degree
• 1+ years of physical therapy office or office manager experience; significant interest and passion for healthcare in pelvic health (Preferred)
• English Speaking (Preferred)
• Ability to manage the demands of providing patient care duties.
• Compassionate, excellent at physical therapy duties, and working with patients.
• Organized and detail-oriented, with the ability to delegate administrative tasks.

WORK ENVIRONMENT

• This job operates in an outpatient women’s health clinic environment. 
• This role routinely uses various clinic equipment and standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

PHYSICAL DEMAND CAPACITY

• Consistent with published industry PDC norms or minimally:
• Requires manual dexterity, general strength, and endurance 
• Lifting—routinely loads of 5-35 pounds from:
• Floor to waist
• Waist to shoulder
• Shoulder to overhead
• Carrying—routinely loads of 5-10# for 40-50’
• Pushing---routinely loads of 5-150# on casters, runners or pulleys
• Sustaining a grip---routinely for 1-2 minutes of 40-50#

EXPOSURE DETERMINATION

• Has the potential for Hazardous Substance Exposure
• Has the potential for Bloodborne Pathogen Exposure