| Location | Burtonsville, MD |
Forever Fit Physical Therapy & Wellness
Hybrid – Maryland · Local travel to our 11 clinics as needed · $60,00-$65,000
Some people just get systems. They figure out the phone platform's hidden settings, write the cheat sheet nobody else thought to write, and enjoy watching a new teammate go from overwhelmed to confident. If that sounds like you, this role was built around it.
Every patient's experience at Forever Fit starts with a phone call, a text, or an online inquiry. Our Clinic Support Specialist (CSS) team and our Welcome Ware team handle those moments across all 11 of our clinics. As our Senior Clinical Support & Training Specialist, you'll make sure both teams are well trained and that the systems they rely on work the way they should.
This isn't a management role. You won't supervise either team or handle performance reviews. Instead, you'll be their go-to expert: the person who trains them, answers their questions, and makes their tools easier to use. You'll work closely with the Director of Operations and clinic leadership, and your work will directly shape how quickly and smoothly patients get the care they need.
Train and develop our CSS and Welcome Ware teams
Lead onboarding and training for new Clinic Support Specialists and Welcome Ware team members
Provide ongoing training, refreshers, and coaching on workflows, systems, and patient communication
Keep both teams aligned on the same standards and processes, so patients get a consistent experience no matter who they reach
Build and maintain training materials, SOPs, checklists, and quick-reference guides
Identify where team members need more support and create resources to fill the gaps
Roll out training when workflows or systems change
Own our key administrative platforms
Serve as the primary administrator and in-house expert for Dialpad (our phone system), Second Door (our lead generation and tracking system), and Welcome Ware (our virtual front desk platform)
Manage settings, user access, call routing, and configurations
Make sure the three platforms work smoothly together, so calls, leads, and patient requests don't fall through the cracks between systems
Troubleshoot issues and work with vendors to resolve them
Coordinate system updates, changes, and new features
Look for ways to make these tools work better through improved settings, automations, or workflows
Improve how patients reach us
Monitor call and lead data, such as call response and abandonment rates, lead follow-up, and conversion, to spot trends and gaps
Recommend workflow and system improvements that help patients get scheduled faster
Support system setup and training when new clinics open
3–5+ years of experience in healthcare front office, patient access, call center, or customer support
Experience training others, formally or informally
Strong technology aptitude and comfort learning, configuring, and troubleshooting software
Clear, patient communication skills, especially when explaining technical things to non-technical people
Strong organization and follow-through
Ability to travel locally to our Maryland clinics as needed
Even better if you have:
Experience with Dialpad, Second Door, Welcome Ware, or similar phone, lead-tracking, and patient communication systems
Experience in physical therapy or outpatient healthcare
Experience writing SOPs or training materials
Experience supporting a remote or multi-location team
You'll be the expert, not the manager. You'll have real ownership of the systems that keep our clinics running, and you'll see the impact of your work every time a new hire feels confident on their first solo shift or a patient gets scheduled without waiting on hold. As Forever Fit grows, so will the importance of what you build.
Benefits include:
Health, dental, and vision insurance, plus an HSA
401(k) with company match
Paid time off
Life insurance
If you love making systems work and helping people succeed with them, we'd love to hear from you.