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Position:

Front Desk for Physiotherapy and Health & Wellbeing Centre

Who We Are Looking For:

Are you comfortable talking to strangers, both on the phone and in person? Are you self motivated? Is being organised a top priority in your life, and are you able to multi task and prioritise projects while simultaneously meeting deadlines and prioritising your day?  Do you care deeply about the needs of others and have empathy by the gallon?

Can you communicate effectively with people from all different backgrounds – both written and verbal?  Are you able to speak up when you see something that is not working and also suggest solutions that will make a bigger and better impact?  Can you anticipate the needs of other people and show up for work knowing that the smallest details always make the biggest difference?

Do you have a positive outlook on life?  Are you exceptional at building and nurturing relationships with people and care deeply about the needs of others? Do you love helping people find solutions for their problems?  Are you flexible, open to change and committed to learning?  If so, you could be just the person we are looking for to fill the position that we have available in the reception, front desk and office of our busy Physio and Wellness Centre.

About Us:  QuayPhysio and The HealthHub

We are a small,  rapidly growing Physiotherapy and whole health clinic that has been established for  over 10 years.  Operating from the HealthHub, which is a visionary business, bringing multiple health and wellbeing services and exceptional practitioners under one roof.

We specialise in helping busy active people who are 40+ and worried about their long term health and wellbeing.  We provide long term solutions allowing them to age with independence,  fantastic mobility,  avoidance of painkillers and risky surgeries.  We give people their sparkle back and keep them doing the things they love for years to come.  We bring happiness to our clients and also help them find their own happiness and joy for life.

The clinic has grown from operating in a rented room to a large purpose built,  beautiful and happy clinic space with multiple clinic rooms and studio / gym.  The team makes it special with a shared passion for helping and supporting others.  We are all highly skilled in our unique roles which offers heaps of learning opportunities above and beyond the weekly training and mentoring sessions.  We all love what we do and working with each other.  It is also a place our clients love to come to time and time again.

We have a great reputation locally and further afield and a waiting list of clients wanting our help.    Our services have recently expanded online for both one to one and our class programme so we can now help an even bigger market.

If you feel able to achieve the tasks below and have the relevant skills we would love to hear from you.  We know that the right person for us loves to be held accountable for high standards of performance which means the role will come with your own key objectives, that when consistently hit will result in substantial benefits and privileges in the role that will be discussed at the interview should you be successful.

The right person is likely to have been working in a customer-facing environment and has a long track record of dealing with customers,  answering questions on the phone and in person and turning enquiries, into happy paying clients.

The Role:

You will be responsible for managing our client list and be the key person throughout our client experience from the initial phone call,  converting enquiries into paying clients, to completion of treatment, to post treatment follow up and supporting them with other challenges with their health and wellbeing when they crop up.  You will ensure every one of our clients gets what they need to achieve their goals and is super happy with their entire experience with us.  You will ensure everyone feels looked after,  listened to,  welcomed and special whenever they enter our world and beyond.  This role goes beyond just the waiting room experience.

Ultimately,  your job is to help us grow the revenue of the clinic by booking in new clients via the phone or those who walk into our clinic directly.  You will also need to excel at retaining those clients as lifelong customers of the business and reactivating them when challenges with their body crop up.  You will do that by creating the type of customer service experience that clients will be happy to pay for – and be just as happy to tell others about!

The Tasks:

  • Communicate the value of our services (in person, on the phone and via email) and be able to explain how what we do, is worth the price we are asking
  • Hold a lengthy (at least 15-20 minute) conversation with new clients on the phone ensuring that patients are committed and bought into our service
  • Provide an exceptional waiting room environment for our clients that they’ll look forward to coming back to
  • Ensure that people who call requesting appointments are booked in and understand the true time and cost commitment involved in their recommended treatment plan
  • Ensure people show up excited for their first appointment after booking in
  • Communicate with client before, during and after appointments and ensure satisfaction is being achieved
  • Ensure that all invoices are raised and paid on time, every time.
  • Successfully handle price and other objections
  • Successfully handle booking out a plan of care as recommended by the therapist, including clearly explaining different options and payment plans available
  • Organise and plan all therapist diaries – maximising efficiency and revenue for the clinic. This involves electronic diary management, email management and input to our Client Relationship Management software
  • Foster deep relationships with all clients ensuring their satisfaction with our services and care hit agreed levels
  • Complete end of day and week banking procedures accurately
  • 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
  • Manage the business main incoming email
  • Assist in the administrative smooth running of the clinic
  • Maintain and update the client register

Skills / Competencies Needed:

  • Be able to hold meaningful conversations with prospective clients and old clients for longer than 20mins and create a genuine connection (empathy)
  • Effective questioning technique to ensure recommendations are delivered with accuracy, relevance and confidence
  • Be likeable to all clients and able to put people at ease quickly, identifying their main concerns and goals,  point them towards their next step and ensure they commit (convert and sales)
  • A nurturing style that encourages and motivates clients to increase their propensity to engage with our business.
  • Handling objections – being undeterred when a client says “no” and be comfortable to continue the conversation and make follow up calls to these hesitant potential clients.
  • Comfortable in conversations dealing with money, cost, price and value.
  • Demonstrate resilience and tenacity to keep following up with cold and warm prospects, drop offs and past patients
  • Ability to follow scripts provided but flexible enough to adapt these conversations as needed to achieve the best outcome for the client
  • Be able to answer all questions asked on the phone and in person in such a way that increases the likelihood that the person asking, will want to become a client or reactivate further care (insightful and knowledgable)
  • Recall names and faces of clients, making all our clients feel welcomed,  remembered and understood
  • Provide a warm and welcoming greeting to clients when they arrive in the clinic and on when speaking on the phone (experience, positive outlook on life)
  • Communicate with staff about leads coming in.
  • Organisation and planning – plans and organises own time and activities plus the therapist diaries, in an efficient, productive manner. Able to identify key prioritiesin your work load,  based on guaranteeing the highest revenue from action taken (focuses on key priorities)
  • Follow through on commitments, living up to verbal and written agreements regardless of the 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 – demonstrates tenacity and willingness to go the distance to get something done
  • Proactive – acts without being told what to do. Bring new ideas to the company
  • Alertness – able to spot potential referral situations or opportunities for the sale of other products and services that would benefit a client and then convert them successfully.
  • Resourceful – thinks outside the box to aid efficiency without losing personal touch and detail.
  • Computer literacy – Excel, word, knowledge of CRM (Infusionsoft), practice management software TM3, Outlook email system, Zoom – training will be provided in TM3 and Infusionsoft.

Essential Qualifications and Experience:

Experience in private or a healthcare practice is not required. We need someone with experience at building relationships and organising diaries, sending invoices and creating a great experience for our clients. It is essential that you care about helping people and want to make a positive impact on the local community.

What We Will Do For You:

  • Provide you with ongoing training and support in the field of customer service and sales
  • Provide additional training on front desk administration
  • 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
  • Opportunity to earn more as we grow as a result of your impact
  • Opportunity to become a permanent, full time team member

Compensation / Salary:

£10 an hour

Hours:

30 hours a week zero hours contract with the potential for becoming full time permanent contract.

Monday -Thursday

Including one later finish at 8pm.

Required to cover holiday of other administrative team on a Friday

Location:

QuayPhysio,  The HealthHub,  Fore St,  Kingsbridge,  Devon,  TQ7 1AX

To Apply:

Please submit your CV and send an email 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).

info@healthhub-kingsbridge.co.uk

FAO Victoria

Closing date: Friday 7th August 2020

Role to commence: ASAP