Patient Experience Manager

Patient Experience Manager Amplify Physio, LLC Maryville, TN Job Details Part-time $18 an hour 2 days ago Benefits Paid training Flexible schedule Qualifications Phone communication Patient interaction Full Job Description

AMPLIFY PHYSIO

Patient Experience Manager Also a fit if you've held: Patient Care Coordinator

• Front Office & New Patient Coordinator
• Patient Concierge
• New Patient Coordinator
• Intake Specialist About Amplify Physio At Amplify Physio, we believe physical therapy should feel personal, empowering, and built around real life.

We help our patients move with confidence, recover with clarity, and trust the care they receive. We are a small, mission-driven team that lives by four core values: Radical Empathy, Growth Mindset, Character & Communication, and Own It. We are looking for someone who embodies these values from the moment a new patient calls — because that first conversation often decides whether they ever walk through our doors. Role Overview The Patient Experience Manager is the first voice — and the first face — that most patients experience at Amplify Physio. You will own our front desk and our front door, but your most important job lives in the phones, voicemails, texts, and online inquiries that fill up between appointments. Every lead matters. Every missed call is a person in pain who reached out, and we want to be the ones who pick up. Your role is to make sure they feel heard, get answers, and book the evaluation that changes their week. This is a 30-hour-per-week role: 25 hours in-clinic Monday through Friday, plus 5 hours of flexible remote follow-up.

Schedule:

In-Clinic — 25 hours per week Monday

• Friday, 9:00 AM
• 3:00 PM in-clinic (lunch 12:30
• 1:30 PM), plus a few flexible hours each week of remote follow-up.

Most calls come in during clinic hours and you'll answer them live. For anything that lands before or after — voicemails, texts, or web inquiries — you respond the same business day or first thing the next morning. No expectation of nights or weekends. Remote Follow-Up — 5 hours per week Flexible across the week — typically 45-60 minutes per evening, Monday through Friday.

You will:

Respond to voicemails, texts, and lead inquiries that came in after 3:00 PM Run a short discovery call when appropriate, or schedule one for the following morning when you're a back in clinic Keep the lead tracker up to date so the next day starts clean What You'll Own Phones & Inbound Leads — Your #1 Priority Answer every call live during clinic hours Aim for a 5-minute response on every new lead — missed call, voicemail, or text — because someone reaching out is often someone in pain, and every minute they wait erodes their trust. If you can't talk right then, a quick text back ("Got your voicemail, can I call you at 2pm?") counts. You'll have scripts we provide for each type of caller, so you're never guessing what to say Respond to web inquiries, contact form submissions, and direct messages promptly Run short discovery calls when you're in-clinic, and book the call for the next morning if a lead comes in after hours Treat every inquiry as a person, not a number — listen first, then guide Scheduling, Rescheduling & Forecasting Schedule new evaluations and follow-up appointments Handle reschedules, cancellations, and waitlist outreach to fill gaps Confirm appointments and reduce no-shows through proactive outreach Forecast the schedule 4-6 weeks out (we'll train you on this) so we always know how many new patients we can take on and when to open or hold capacity Communication with the Therapists Keep the clinical team in the loop on schedule changes, new patients, and anything they should know before someone walks in Be the bridge between the front office and the clinical floor — if something is going to affect the day, the therapists hear it from you first Surface concerns or red flags (a sensitive question on a call, a hesitant lead, an upset cancellation) so the team can respond well Front Desk & In-Person Experience Greet every patient warmly the moment they walk in Check patients in, manage the daily schedule, and keep the flow running smoothly Keep the waiting space calm, welcoming, and on-brand Scheduling & Rescheduling Schedule new evaluations and follow-up appointments Handle reschedules, cancellations, and waitlist outreach to fill gaps Confirm appointments and reduce no-shows through proactive outreach Lead Conversion Move leads from "interested" to "scheduled" with confidence and care Track every lead and outcome so we can keep refining what works Flag patterns — what objections come up most, where leads go cold — so we can improve together

Compensation & Benefits Base Pay:

$18.00 per hour × 30 hours per week Conversion Bonus (paid monthly) We track conversion rate as: new evaluations completed in the month ÷ qualified new leads received in the month. A "qualified lead" is any new inquiry (call, text, voicemail, web form, walk-in) that fits our services and service area. To qualify for the bonus in any given month, you need at least 10 qualified leads — this protects you on slow months and keeps the math honest on quiet ones. Monthly Conversion Rate Bonus Below 70%: — 70%

• 79% : $100 per month 80%
• 89% : $200 per month 90% or higher : $350 per month At a sustained 80% conversion rate, that's an extra $2,400 per year.

At 90%+, that's $4,200 per year on top of base pay. Other Benefits Free physical therapy as needed Paid training in sales, communication, and patient experience A small, mission-driven team where your work is visible and valued Who You Are A natural communicator. People feel calm and cared for when they hear your voice. You move easily between a stressed patient on the phone, a walk-in who needs directions, and a lead who's "just looking into options." Organized to the bone. You don't forget callbacks. You don't lose track of leads. You know where every voicemail, text, and inquiry stands. A go-getter. You don't wait to be told. If the phone rings, you pick up. If a lead has been quiet for 48 hours, you reach back out. If something is broken in the process, you flag it and help fix it. Coachable. You may not have a sales background — that is okay. We will teach you. What we cannot teach is the willingness to learn, the heart for people, and the consistency to follow through. Living Our Core Values These are not poster words for us. They are how we hire, evaluate, and grow. Radical Empathy You lead with understanding before solutions. You make every patient feel heard before you start explaining, scheduling, or selling. You meet people where they are, honor their consent, and respect every background and identity that walks through our door. Growth Mindset You stay curious, welcome feedback without defensiveness, and ask for help when you need it. You're willing to learn the sales side of this role, knowing it's a service to the patient — never a script. Character & Communication You do what is right, even when it is inconvenient. You address things early. You give and receive feedback well. You don't gossip, you don't carry ego, and you tell patients and teammates the truth. Own It You're punctual, prepared, and you follow through. You own your mistakes and fix them. You protect the patient experience. You take initiative without being asked, because the team and our patients are counting on you. Nice to Have (Not Required) Prior experience at a front desk, call center, or in customer service, hospitality, or sales Familiarity with EMR or scheduling software Comfort with texting tools, simple spreadsheets, and CRM or lead-tracking platforms We hire on values and personality first — if the heart and the hustle are there, we'll teach the rest. How to Apply Send a short note telling us: 1. Why this role caught your eye 2. A time you turned around a frustrated customer or patient 3. Your favorite way to start a phone conversation with someone who's nervous

Email:

Pay:

$18.00 per hour

Work Location:

In person