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Job description
Full Time Client Experience Specialist
Job Posting: Full Time Client Experience Specialist
We are looking for someone who is not looking for a job, but is looking for an opportunity to be a part of something exciting and willing to work hard to make it happen.
We are excited to be growing our team at Physical Achievement Center and looking to add an administrative position focused on building client relationships. We don't just want anyonewe want someone that wants to work in a small team environment, someone that has a passion for helping others, has a positive outlook on life, and excited about working for a young, new company and will take pride in helping us grow to new heights.
Important: please read all the instructions on how to proceed to the next step for the hiring process.
The Company:
Physical Achievement Center ( PAC ) is a clinic that is focused equally on BOTH world-class healthcare AND amazing customer service. All staff at PAC work within a team concept in order to provide valuable outcomes as defined by the needs of our customers. The entire team at PAC assist customers in meeting their healthcare needs that minimize the use of medications, injections, and surgical procedures. You can grow and will be coached with training that allows you to become a world class service representative while helping customers achieve health transformations.
Our Mission:
Physical Achievement Center's mission is to help people make better decisions about their health; and to brighten the day of everyone who enters our world.
Our Core Values:
You are the center of all that we do
Person first, patient second
Serve with dignity and respect
Anticipate unstated needs
Create WOW experiences
Discover Creative solutions
Welcome and embrace change
Fun, positive team spirit
Commitment to lifelong learning and growth
The Position:
· Grow the revenue of the clinic by helping to connect with individuals who inquire about our services through our marketing efforts.
· Help customers understand the value of our services by first understanding their needs & concerns.
· Create deep & meaningful relationships with our customers.
· Assist the entire team in providing our customers a world-class level of care
· Ensure customers are scheduled for their entire plan of care. Effectively explain the true value of the time & cost commitment involved.
· Ensure people show up excited for their first & subsequent appointments.
· Communicate with customers before, during, & after appointments to ensure satisfaction is being achieved.
· Schedule customers to maximize efficiency & revenue of the clinic.
· Maintain the procedures library so your role can be achieved by anyone.
Skills Needed
· Strong work ethic
· Warm Sales-Confidently reach out to prospective customers & past customers using established processes and scripts
· Customer Service- Friendly, tactful, empathetic & professional in all forms of communication.
· Be able to multitask and prioritize workload.
· Complete & follow-up on incomplete tasks throughout the day
· Demonstrate tenacity and willingness to go the distance; take initiative to solve problems.
· Enjoy change, adaptable, creative & efficient.
· Organized & have a keen eye for detail.
· Fluent with computers, including: Word, Excel, Outlook, Dropbox, Google applications
The clinic is open 7am to 6pm M –Th and 7am – 5pm Friday. The successful candidate may be assigned a range of hours between 7am -6pm. There will be additional hours of coverage needed for promotional events in order to advance the mission of the clinic.
Other duties:
· Properly enter information into our electronic medical system and customer relationship management System.
· Scan and properly name documents, assign documents to customer files
· Check customer insurance eligibility and coverage via phone or online
· Audit customer files confirming all documents are collected and scanned
· Process prior authorizations
· Keep clinic clean and stocked
· Request Dr Orders and customer health history via fax and follow up via phone as needed
· Fulfill requested information from other clinics or businesses
The Benefits:
Energetic, fun and family-like atmosphere featuring quarterly staff outings and weekly continuing staff development meetings.
Productivity bonuses for both individual and clinic goals.
Very competitive pay
Support and training that will equip you with business and administrative skills far beyond the typical front desk type job.
You Should Apply If – ( How To Apply Listed Below )
If you are a friendly person who can connect quickly with strangers over the phone and/ or in person
You want to learn and gain skills for helping to grow a small business
You like the thrill of a challenge and the satisfaction of seeing your hard work make a difference
You like helping people and like the idea of providing the best information- so our potential clients can make the best decision for their health
You understand that the clinic is open 7 am to 6 pm M –Th and 7-5 Friday the successful candidate may be assigned a range of hours between 7:00 am to 6 pm on several days of the week and 5 pm on Friday. Occasionally, there will be additional hours of coverage for promotional events in order to advance the mission of the clinic.
Compensation: Pay for this position is $14+ per hour depending on experience.
A Few Of Our Team Expectations
What we expect of you:
If you are not sure if something would fall into your area of responsibility that you assume that it does until you present it and we can review it and make a decision.
When your performance is going off course, We want to hear about it from you ASAP, preferably accompanied by the action steps you plan to take to get it on course.
That you will ask for help where you think you might need it. We’d rather have you err on the side of asking for too much help than not enough.
That you actively embrace, support and teach the PAC Mission, Vision and Core Values
What you can expect from us:
Most importantly to provide:
A clear vision of the future of PAC and participation in developing your area, including providing you with the tools and resources you need.
Clear performance expectations.
Recognition for work well done.
Rewards for results, as agreed upon thru base pay, bonuses, etc.
Also:
A willingness to share insights, experiences, sources of information, etc. I will often do so without being asked. This may cause some concern or irritation on your part, let me know if it gets to be too much, but also don’t hesitate to ask for more.
Lots of ideas, information, opinions, etc. They are not directives-push me to clarify expectations if I start mixing up ideas and opinions with specific requests for action.
There will occasionally, what may seem like long periods of silence, times where we won’t be able to sit down and review things as often as we might like. Do not mistake this silence for apathy or misinterpret it as me not caring about you or being angry with you. I am just busy and slightly distracted, but I still care about you and your area.
To Apply:
Step 1. Go this link and record a few short video responses to the questions: https://app.vouchfor.com/c/KjmJkFCaRg
Step 2. Email your resume and cover letter.
Step 3. Follow up with a phone call to our office - you can find the number on our website at https://physicalachievementcenter.com/
The PAC Application Process
At PAC Physical Therapy, we know applying for a new a job can be intimidating and even a little confusing. We want you to feel comfortable and excited to apply at PAC. Applying for a new role takes courage, and it's hard to muster that courage when—more often than not—your only reward is silence. Our hiring process is different than most, we want you to know that when you apply for a role, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process we strive to make sure you never go more than seven days without hearing from us.
Here's what happens when you apply for a position:
1. Applying:
We are a small , but growing business. So when you apply we don’t have a full time HR Department combing through the applications. We are usually treating clients and get to the applications at the end of, usually, a long day. We will strive to get back to you within a few days to let you know if we think it is in both of our best interests to move on to the next step, regardless, we want you to know that we really appreciate you applying and considering us as a potential employer!
2. Evaluation:
Your resume is, honestly, the least important part of the evaluation process. We trust that you are not applying for a job that you are not qualified for and that the information you provide is current and accurate. We are less interested in your history and more interested in learning about who you are, not where you have been. We do this in several ways, based on evidence that demonstrates you have the relevant skills for the job, then we evaluate your writing and communication skills, along with your knowledge of PAC.
3. The Phone Call -
Once we have reviewed your initial application, if we have determined that you seem like a potentially good fit you will receive a phone call from us thanking you for applying and looking to set up a time for a more formal video interview on Zoom within the next few days. If we have determined that at this point we don’t seem like a good match then you'll hear back from us, via e-mail, letting you know we're passing over your application for this role.
4. First Video Interview
The first interview is really an opportunity for us to get to know each other - it usually lasts 30 - 45 minutes. Here you'll be asked questions that dig into your relevant experience for this role, and you'll have a chance to evaluate whether or not PAC matches up with the values you want to have in an employer. So it is essential to come to this interview prepared with lots of questions. This is as much for you to interview us as it is for us to interview you.
5. Second Video Interview
The second interview is with a few of the people who you will be working with on a daily basis, your team-mates. Our culture is very important to us and we want to give our team an opportunity to learn more about their potential teammate as well as for you to learn more about them.
6. Skills Assessment:
This is a practical evaluation to see if you have the relevant skills to succeed in the role. You won't be evaluated on skills that don't matter. For example, we won't give whiteboard algorithm quizzes, or ask you how many golf balls could fit inside a school bus. If you are applying for a position as a Physical Therapist you won’t be evaluated on your mastery of Excel or PowerPoint. If you don't make it to this step, you'll hear back from us letting you know. We also evaluate relevant skills by administering short exercises done outside of the interviews: math, communication, critical thinking skills, etc.
7. Final Interview:
The final interview also known as a working interview is an actual shift in our clinic where we all get a chance to evaluate each other in real working conditions to get a clear picture of what it would really be like to work together. We normally go out for lunch together as well to get to know each other better outside of work. You will be paid in cash at the end of the day for this work.
8. Reference, Background and Credit Checks:
We will ask you for professional references for people that have worked with you in the past, we are primarily interested in learning from people you reported to not your BFF at work. We want to get a better idea of what it's like to work with you. We promise that we will never reach out to your existing employer without your permission.
We also perform background and credit checks so that we have a clear picture of any red flags that might be of concern in the future.
9. Offer:
Once the references, background and credit checks are complete, and everything still seems like a great fit then we'll call you with a verbal offer with the highlights of the offer including details about salary, benefits and other relevant compensation details. We will follow up with a formal written offer within 24 hours at which point you will have 48 hours to return the offer with your signature. Hopefully, you'll accept the offer! and we can start working out a start date and training details to welcome you to PAC. At each point in this process, we promise not to go silent on you. We strive to never go more than seven days without letting you know the status of your application.
Thank you for considering a career at PAC!
Physical Achievement Center provided the following inclusive hiring information:
We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.'
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Work Remotely
No
Job Type: Full-time
Pay: $14.00 - $19.00 per hour
