Office Manager

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

Maintain a Kept Appointment % above 85%

Maintain a Future Appointment % above 85%

Create loyal brand advocates through WOW experiences

BENEFITS :

Chiro 1st believes great people are at the center of every successful business.

Medical Benefits

Flexible PTO

Chiro 1st CORE VALUES

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Competitive Greatness

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Sincere Candor

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts.

Nothing great can be built without feedback : internally or externally.

Unimpeachable Character

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.

GSD - Get Sh&t Done

We are a team that rolls up our sleeves and digs in to deliver outstanding results. We don't spend time looking for reasons why we can’t do something, instead we execute with a can do attitude.