Front Desk / Customer Service Admin

Because we are growing, we are looking for a full-time front of house admin to join our front desk team. In this role you’ll have the important task of being the first point of contact with the patients of our practice. 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 a self-starter. Being “organized” should be a top priority in your life and you must be able to multitask and prioritize projects, while simultaneously meeting deadlines and prioritizing your day.

You must be comfortable taking payments, talking about money, and 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.

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 available at the front desk of our physiotherapy clinic.

Who We Are:

Roscoe Physiotherapy Co. is a privately owned company that has been in operation for nearly six years. We currently have one location in Hermitage, PA with a staff level of 10 and looking to increase to 12-13 in the next year. We are also looking to expand and grow to other locations within the next 2 - 3 years.

Roscoe Physiotherapy is known for having an incredible reputation in the areas of both patient care and patient experience. The founder of the company is Dr. Anthony Roscoe, a regionally known and accomplished Physical Therapist with greater than 10 years experience in service to our community and the surrounding areas. His clinic is well-known for providing world class customer service and experience, as well as getting results for people where other treatments have failed. Over the years, Dr. Roscoe has created his own specific treatment methods in addressing the root cause of his patients’ problems and providing long lasting results in opposition to a short lasting “quick fix”.  Along with a wealth of knowledge and experience in the PT profession, Dr. Roscoe is also extremely active in the business world where he collaborates with other top practice owners from across the country and world.

Roscoe Physiotherapy Co. is a purpose-driven organization that operates from the core values of accountability, altruism, empathy, and leadership, and we’ve built a team of hard-working and committed individuals who are TRULY passionate about making a difference through their work. While most healthcare organizations are cold, corporate, and driven solely by the numbers (rather than what’s actually right for the patient/client), we’ve built a reputation on doing the right thing for people, getting undeniable results, and providing an unforgettable experience for our clients along the way. For this reason, we are looking for team members who want to do so much more than just punch the time clock. We are looking for individuals who are passionate about our mission to change lives and redefine the current landscape of physical therapy, not just locally, but globally, while promoting a lifestyle of health, wellness, positivity, and impact. 

If you are fed up with the monotonous, soul-sucking, unfulfilling corporate world, or are currently in a role that’s left you feeling “stuck” and like your true potential has been capped, and want to be a key player within an organization that is making a massive impact in the community and the lives of our clients, then we want to hear from you.

This is a full-time position based in our Hermitage clinic. This is an awesome opportunity for someone who:

• LOVES PEOPLE and wants to broaden your customer service experience and skills.
• Has a bright and welcoming personality and who looks for any opportunity to make others feel happy, hopeful, and encouraged.
• Wants 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 finance and 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 fast-growing) company where their ideas and contributions directly impact the company’s success, direction and growth.
• Is a quick, self-motivated learner who wants to work for a company that will invest in their education.
• 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.

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 they’ll 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.
• Coordinate with the billing department to ensure that all invoices are raised on time, every time and are sent to the appropriate person (in house or externally).
• Organize and plan all schedules – maximizing efficiency and revenue for the clinic.
• Coordinate day to day flow of clinic for both patients and providers.
• Keep detailed and accurate patient files.
• 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 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 and budgets 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.

Compensation & Benefits:

• Competitive hourly wage of $14.00 - $17.25/hour depending upon previous success at this position.
• Company Health Insurance PPO Plan with Health Savings Account.
• SIMPLE IRA Retirement Plan with company match.
• PTO and major holidays paid

Please apply ONLY if you have at least one year experience in an administrative role (with a strong customer service focus) position preferably in a business-to-consumer environment.  You must have a proven track record for working face to face with clients and being able to speak confidently on the phone.

Roscoe Physiotherapy Co. is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.

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