What You'll Own
1. The Patient Experience
- Be the first and last impression patients have of Peak Performance Physical Therapy.
- Create a professional, welcoming, and positive experience every time.
- Answer questions and solve problems quickly and professionally.
- Communicate clearly with patients, providers, referral sources, and teammates.
- Make patients feel informed, valued, and taken care of.
2. The Schedule
- Own the schedule and help maximize provider availability.
- Keep appointments organized, accurate, and filled.
- Confirm appointments and proactively reduce avoidable cancellations and no-shows.
- Follow up quickly with referrals and new patients to get evaluations scheduled.
- Identify open spots and scheduling opportunities before they become lost revenue.
- Work with the clinical team to address scheduling challenges and bottlenecks.
3. Patient & Service Education
- Help patients understand the services and programs available through Peak Performance.
- Clearly explain available options, pricing, scheduling, and next steps.
- Identify opportunities to connect patients with additional services that may benefit their overall experience.
- Communicate services professionally and ethically while following company policies and applicable healthcare requirements.
- Help patients understand the value of continuing their relationship with Peak Performance.
4. Administrative Accuracy
- Collect accurate demographic, insurance, referral, and billing information.
- Ensure required information is complete before services are provided.
- Process patient payments accurately and timely.
- Maintain accurate records and documentation.
- Complete administrative tasks that keep the clinic running efficiently.
- Protect confidential patient information.
5. Clinic Performance
- Understand that the front desk has a direct impact on clinic performance.
- Look for ways to improve scheduling, patient retention, communication, and efficiency.
- Bring problems forward with potential solutions—not just complaints.
- Take ownership of assigned responsibilities from start to finish.
- Support clinic leadership in achieving operational and patient experience goals.
6. Compliance & Professionalism
- Follow HIPAA, privacy requirements, company policies, payer requirements, and applicable laws and regulations.
- Maintain patient confidentiality.
- Know when an issue needs to be escalated to a provider or leader.
- Never provide clinical advice or make treatment decisions outside the scope of the role.
- Represent Peak Performance and its values professionally at all times.
- Perform other duties as needed to support the success of the clinic.
What We're Looking For
Must Have
- High school diploma or equivalent.
- Previous customer service, administrative, healthcare, or patient-facing experience.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking skills.
- Comfortable working in a fast-paced environment.
- Strong attention to detail.
- Comfortable using computers and scheduling systems.
- Ability to handle difficult conversations professionally.
- Ability to protect confidential information.
- A strong sense of ownership and accountability.
We'd Love to See
- Healthcare or physical therapy experience.
- Experience with scheduling, insurance, billing, or EMR systems.
- Associate's or bachelor's degree.
- Customer service or sales experience.
- Someone who naturally looks for ways to improve things instead of waiting for someone else to fix them.
The Person Who Wins in This Role
You're probably a great fit if you:
- Take ownership. You don't need someone constantly checking behind you.
- Move fast. You understand that delays cost patients, time, and opportunities.
- Notice things. You see the empty spot on the schedule, the patient who needs a follow-up, and the problem that everyone else missed.
- Follow through. If you say you're going to do something, it gets done.
- Communicate. You don't let problems sit in silence.
- Care about the patient. You understand that great service isn't a script—it's how you make people feel.
- Think like an owner. You understand that great patient care and a healthy business support each other.
Work Environment
- Professional outpatient physical therapy clinic.
- High level of interaction with patients, providers, and team members.
- Fast-paced environment with frequent changes in priorities.
- Primarily front-desk and administrative work with regular movement throughout the clinic.
Physical Requirements
- Ability to sit and/or stand for extended periods.
- Frequent use of computers, phones, and office equipment.
- Ability to move throughout the clinic as needed.
- Ability to perform the essential functions of the position with or without reasonable accommodation.
The Bottom Line
If you want a job where you simply check people in and answer phones, this probably isn't it.
If you want to own the patient experience, help build a great clinic, solve problems, keep the schedule moving, and have a measurable impact on the business, we want to talk to you.