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Customer Experience Specialist

2 months ago

Crofton, United States Breakaway Physical Therapy LLC Full time
Who We Are Looking For:

Do you want to work in an environment where you 100% believe in and stand behind the service that is provided?

Do you enjoy talking to people and have empathy for their situation and want to help them?

Does helping people make decisions that have a huge impact on their life appeal to you?

You could be just the person we are looking for to fill the position that we have at our busy Physical Therapy clinic.

About Us - Breakaway Physical Therapy, LLC:

If that's you, then we want to hear from you We are a Physical Therapy clinic in Crofton, Maryland that is growing steadily and are looking for an individual that loves helping others to help our clients. We have an incredible reputation and a passion for the people that walk through our doors.

We work with some of the top names in the industry when it comes to training and coaching. There are unlimited resources available for you to learn and grow.

www.breakawaypt.com is the website of our clinic for you to get to know who we are.

We are growing and looking for someone invested in helping others to help with our Client Specialist position. This is a front desk roll that is primarily talking to clients and helping them make decisions about the next step in their journey with us.

The right person is likely to have been working in a customer-facing environment and has a long track record of customer service, answering questions on the phone and in person, sales experience and follow up processes.

The Role:

You will be responsible for listening and speaking to new patients and guiding them along their journey with us, calling past patients to make sure they are still living the life they asked for when they started with us, greeting our patients. There are also basic administrative duties and ensure that clients are looked after and made to feel welcomed whenever they enter our world.

Ultimately, your job is to help us grow the revenue of the clinic by booking in new patients via the phone or those who walk into our clinic directly and excelling at retaining those patients as lifelong customers of the business. You'll do that by creating the type of customer service experience that patients will be happy to pay for - and just as happy to tell others about.

The Tasks:
  • Communicate the value of our services (in person and on the phone) and be able to explain how what we do, is worth the price we are asking
  • Successfully handle price 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 that people who call requesting appointments are placed on the schedule and understand the true time and cost commitment involved in physical therapy
  • 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
  • Ensure that patient benefits are verified with insurances and explained to patient
  • Organize and plan all schedules - maximizing efficiency and revenue for the clinic
  • Foster deep relationships with patients ensuring NP 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/Competencies Needed:
  • 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: plan and organize schedules in an efficient, productive manner. Focuses on key priorities.
  • Follow through on commitments: lives up to verbal and written agreements regardless of personal cost
  • Demonstrate an ability to quickly and proficiently understand and absorb new information
  • Attention to detail: does not let important details slip through the cracks
  • Persistence: demonstrate 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
What we will do for you:
  • Provide you with ongoing training and support in the field of customer service and sales
  • Give you an amazing environment to work in that includes working with a team of wonderful and very supportive staff as well as very friendly customers
  • Opportunity to develop and grow in a team that is value driven and strongly encourages personality-based service
  • Retirement, Health, Dental, Vision Insurance
  • Competitive salary with chance to earn even more as we grow as a result of your impact

Hours: Full time and Part Time

Location:

Crofton

To Apply:

Please submit your resume with a short cover letter explaining why you think you would be suitable and what you are looking for in the role (i.e. how can we make/keep you happy in the role if you are successful?)