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Customer Experience Specialist

Doylestown Sports Medicine Center
Doylestown, PA
  • Expired: February 03, 2022. Applications are no longer accepted.

Customer Experience Specialist

Mission of the Role:

To develop deep and meaningful relationships with our patients that leads to lifelong clients for our clinic. To execute the day-to-day operations in our physical therapy clinic.  Success in this role will be measured in customer satisfaction, increased loyalty, the high arrival rate of our patients as well as well as the meticulous upkeep of our patient database.  You will be directly responsible for the execution of the front office policies, procedures and communication standards set forth by DSMC.

Top 5 Results for the Position:  

  1. NPS (Customer Satisfaction) > 8/10
  2. To convert incoming warm inquiries to paying patient > 85%
  3. To ensure that the patient arrival rate for first appointment is greater than 95%
  4. To ensure a patient attendance rate of > 88%
  5. To ensure Physical Therapist utilization ratio greater than 85%

The Role:

Because we are growing, we are looking for a part-time to full-time Customer Experience Specialist to join our front desk team. In this role youll have the important task of being the first point of contact with the patients of our practice. Your top priority will be to provide an unparalleled customer experience that clients can't wait to come back to and encourages them to rave about their experience to their friends and family. You must have previous experience in admin/office work and have a strong focus on customer service. You also must be able to work in a fast-paced environment and demonstrate extraordinary attention to detail. Please ONLY apply if you have experience in admin and have worked in a customer service environment. 

You must be comfortable with talking to strangers both in person and on the phone as well as be a self-starter.  You will often be the first person they hear on the phone. You will be the first person they see as they enter the clinic, and will become the most frequent point of contact for everyone that becomes a part of our community.  Were looking for you to provide a world-class client experience as a director of first impressions.  

Your job will be to make sure patients feel comfortable and excited every time they to come see us, to ask the right questions so that they feel listened to, to help lead them down a path towards the best decision for their health and longevity, and to develop long-lasting relationships. Ultimately, your job is to help us grow our business while maintaining the high level of care and customer service that our clients expect. 

You must be comfortable taking payments, talking about money and comfortable handling customer concerns and questions about cost. PLEASE ONLY APPLY if you can handle conversations about money/cost. We are a private medical practice and the conversation about money with patients cannot be ignored.

Additionally, were looking for someone who is detail oriented and can ensure all clinic systems and processes are running efficiently.  Being organized should be a top priority in your life and you must be able to multi-task and prioritize projects, while simultaneously meeting deadlines.

Its also a great fit if you love making a difference in peoples lives by developing a personal connection and delivering a truly memorable experience AND you want a role with purpose and a mission and vision you can believe in. 

If you want to be part of a small, highly motivated team where your voice and insight can directly affect the company and make an impact.  If you have a positive outlook on life, you are flexible and open to change and committed to learning, you could be just the person we are looking for to fill the position that we have able in the reception and on the front desk in our busy physical therapy clinic.

Work for a Company Thats Different!

Doylestown Sports Medicine Center is a Physical Therapy clinic that has experienced rapid growth over the past few years.  Our exceptional customer service and patient centered approach over the last 10 years have helped us to grow quickly and we now have a great position for a front desk superstar to come in and serve our patients.

At DSMC we specialize in helping people stay active, mobile and healthy to maximize their potential and enjoyment in life, activity & sport . . . even when it seems impossible. 

Our company mission is, To build lifelong relationships by empowering people to make better health and wellness decisions and providing the ultimate healing experience through clinical expertise in a warm uplifting environment.

The company website is here:  www.DSportsMed.com.

This is an awesome opportunity for someone who:

  • LOVES PEOPLE and wants to broaden their customer service experience and skills.
  • Want to work in a fast-paced, NO-DRAMA environment where office politics, backstabbing, gossip and negativity are NOT tolerated.
  • Wants to work at a company where they can LEARN about all aspects of customer service, administration as well as marketing.
  • Is extremely detail-oriented and appreciates people who take an organized, systematic approach to achieving success.
  • Likes the idea of working for a smaller (but growing) company where their ideas and contributions directly impact the companys success, direction and growth.
  • Is a quick, self-motivated learner who wants to work for a company that strives for continual growth and learning.
  • Enjoys building relationships and being the bright spot in peoples' days.
  • Wants a position that will offer upward earning and career advancement; we want people who are interested in growth, learning and becoming part of our team long- term.
  • Has a track record of staying organized in both your personal and professional lives. 
  • Enjoys working in a fun, uplifting growth-oriented environment.
  • Are flexible in your working hours.  We are open 7am to 9pm as well as Saturday mornings.  We obviously don't expect anyone to work all those hours, but the ability and willingness to work some mornings and/or evenings as well as one Saturday a month is required.

Responsibilities and Activities:

  •  Manage the inbound phone calls 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 theyll look forward to coming back to
  • Ensure people show up excited for their first appointment after scheduling
  • Communicate with patients before, during and after appointments to ensure satisfaction is being achieved
  • Execute patient scheduling to maximize 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
  • Create and maintain client charts for physical therapy staff 
  • Perform 24-hour follow up calls after new client visits
  • Perform reminder calls prior to new client visits to reduce no-shows
  • Call insurance companies to determine coverage for potential and current clients 
  • Consistently schedule a clients entire plan of care at the evaluation
  • Assist with marketing and sales as needed
  • Keep a clean and well-organized office to maximize efficiency
  • Manage the client schedule to reduce drop offs and keep vacancy rate below 10%
  • Accurately and concisely describe payment options, accept payments, and record payments in our practice management software
  • Be able to handle objections, be undeterred when a client says no, and be comfortable continuing conversations 
  • Have a "close every conversation" mentality to ensure no clients are left without an agreed upon course of action and all questions are answered
  • Be alert and able to spot potential referral situations or opportunities for the sale of other products and services
  • Be able to hold meaningful conversations with clients and create a welcoming environment for them
  • Take on a nurturing style that encourages clients to increase their propensity to engage with the business.
  • Deliver world-class customer service both on the phone and in-person 

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 a 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 making 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 in an efficient, productive manner. Focuses on key priorities.
  • Follows through on commitments: lives up to verbal and written agreements regardless of personal cost
  • 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.  Have the ability to work independent...

    Doylestown Sports Medicine Center

    Address

    Doylestown, PA
    18903 USA

    Industry

    Business

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