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Office Manager

2 months ago

Federal Way, United States Chiro 1st of Washington Full time $22 - $25
Job DescriptionJob Description

ROLE:

As a Lead Chiropractic Assistant, you are responsible for providing an exceptional customer experience to all patients of Chiro 1st. Your job is to provide white-glove service by working with each patient to ensure they receive timely, comprehensive responses to inquiries and to improve upon any areas of potential dissatisfaction. You will be expected to provide support to teammates while providing exceptional customer service to patients. To be a successful Chiropractic Assistant, one must excel at working directly with patients to problem solve or answer questions, think critically, communicate with patients and teammates, and identify opportunities for improved customer experience.

You are the Chiro 1st patient's main POC throughout their wellness journey, and therefore you are expected to maintain an enthusiastic “can do” attitude to provide them the necessary resources before, during, and after the wellness experience.

RESPONSIBILITIES:

  • Provide exceptional support to Chiro 1st patients, fellow team members, and management teams by responding to requests in a timely and comprehensive manner

  • Treat every patient with a “white-glove” service mentality embodying our core values in your responses, ensuring that all inquiries via phone, email or SMS are answered specifically to the concern of the individual patient

  • Make outbound calls to Re-Activate old patients

  • Ensure that all patients receive daily prescribed treatment

  • Handle patient escalations via phone, email, and SMS with professionalism and accuracy

  • Own internal patient service processes ensuring compliance and accurate reporting.

  • Create and Present financials based on Doctor recommendations

  • Leave every Chiro 1st patient with a positive experience to increase brand awareness and build a strong sense of community

  • Provides regular input to Operations Manager on reporting, areas of improvement related to patient experience and satisfaction, and process improvements

  • Assist with ongoing creation and development of SOPs that support our Customer Experience objectives

REQUIREMENTS:

  • At least 1+ year of professional experience in Customer Service, Client Experience or other front-facing luxury guest experience position

  • Strong customer orientation with desire and willingness to help provide the possible customer experience

  • Able to self-direct and properly manage one’s time, strong sense of urgency and autonomy

  • Experience in building and maintaining strong relationships with customers

  • Excellent communication skills, both written and verbal

  • Experience with Microsoft word and Excel, or Google Docs and Sheets

  • Ability to learn quickly and execute at a high level with speed

  • Ability to work under stress and pressing deadlines

  • Able to make autonomous decisions of how to handle customers based on position training, company moral/values and set guidelines

  • Able to handle difficult conversations regarding upset customers and de-escalate those situations

  • Able to work between the hours of M-Th 8AM-6:30 PM and F 8-1:30 PM; Must be flexible and able to work additional hours/weekends if the situation warrants it

  • Able to multitask efficiently and without issues

  • Generally reachable and responsive to slack during working hours

  • Generally reachable outside of work hours for communication

RESULTS:

  • Patient issues and requests revolving around service are documented and resolved

  • All statistics are recorded in CRM by EOD each day

  • Patients are supported in a consistent, friendly and enthusiastic manner

  • All policies and procedures are followed to optimize the patient experience and ensure high-value engagements with each patient

  • CA remains up to date on the service/products to demonstrate technical and strategic competence when handling support inquiries or questions

  • Able to run patients through their exercises

  • Able to successfully route a New Patient through the Consultation and Financial presentation

  • Consistently follows escalation protocol put in place by the Director of Operations

  • Resolve non-escalated inquiries on average within 24-hours

  • Maintain an average response time of