Client Experience & Operations Coordinator

Client Experience & Operations Coordinator

Location: San Ramon, CA (In Person)

Part-Time: 20–30 hours/week with opportunity to grow

About Us

At Ironhorse Physical Therapy & Pilates, we help active adults and athletes get back to doing what they love through exceptional one-on-one care. We are known for providing a premium experience from the very first phone call through a patient's final visit.

We're looking for someone who genuinely enjoys taking ownership, creating exceptional client experiences, and keeping a busy practice running smoothly.

This is not a typical front desk position.

You'll become the operational hub of our clinic, helping create an outstanding patient experience while taking ownership of the systems and follow-through that allow our owner and clinicians to focus on delivering exceptional care.

What You'll Do

Client Experience

Welcome every patient with warmth and professionalismDeliver a five-star experience from the first phone call through dischargeAnswer phones, texts, and emails promptlyResolve patient concerns with empathy and professionalismHelp ensure every patient feels genuinely cared for

Sales & Patient Follow-Up

Respond quickly to new patient inquiriesSchedule evaluations and maintain a full scheduleFollow up consistently with prospective patientsReactivate former patients when appropriateHelp minimize cancellations and fill open appointment timesTrack lead conversion and identify opportunities to improve

Operations

Keep clinic operations organized and running efficientlyCoordinate projects and ensure tasks are completedHelp improve and maintain SOPsManage inventory and order suppliesCoordinate vendors and office needsHelp onboard new team membersHold team members accountable for assigned operational tasksHelp implement systems that improve efficiency

Who You Are

You are someone who:

Loves creating exceptional customer experiencesIs highly organized and detail-orientedNaturally follows through without being remindedTakes ownership instead of waiting to be told what to doEnjoys solving problemsCommunicates professionally and confidentlyCan juggle multiple priorities while remaining calmThrives in a fast-paced environment

You don't need to know physical therapy. We can teach that.

We can't teach ownership, initiative, or a genuine desire to help people.

Bonus Experience

Customer service or hospitalityMedical office or healthcareSales or client relationship managementOperations or office managementProject coordinationCRM or scheduling softwareSocial media or marketing support

What Success Looks Like

After six months:

Patients consistently rave about their experience.Every lead receives timely follow-up.Operational projects move forward without constant oversight.The clinic runs more smoothly each week.The owner has significantly more time to focus on leadership, mentoring the team, and improving the business rather than managing day-to-day details.

To Apply

Send an email to admin@ironhorsept.com with this subject title “Client Experience & Operations Coordinator” Along with your résumé, tell us:

To Apply

Please submit your résumé and answer the following questions with your application. We review thoughtful responses carefully, so please be specific and provide examples when possible.

A prospective patient calls and asks, "Do you take my insurance?" How would you respond while keeping the conversation focused on helping them and encouraging them to schedule an evaluation? (We don't take insurance but we do provide superbills and they can also use FSA/HSA but I wouldn't tell them this right away- how would you redirect them so you can show value and get them talking about their pain points?)

2. Tell us about a time you turned a hesitant prospect or unhappy customer into a satisfied client. What did you do, and what was the outcome?

3. Have you ever personally invested your own money in a health, fitness, or wellness service (such as physical therapy, Pilates, personal training, massage therapy, chiropractic care, acupuncture, nutrition coaching, or similar)? If so, what made it worth paying out of pocket? If not, tell us about another service you've happily paid a premium for and why.

4. Describe a time you noticed a process wasn't working well. What did you do to improve it without being asked?

5. This position requires balancing exceptional customer service with organization, follow-through, and attention to detail. Tell us about a time you successfully managed multiple competing priorities while keeping customers or clients happy.

6. What does an exceptional client experience look like to you? Please share a specific example from your previous work experience.

7. Scenario: Imagine you arrive at work and all of the following happen at the same time:

Three new patient voicemails need to be returned.Two patients are checking in at the front desk.A clinician needs your help with an urgent question.The phone is ringing with another new patient inquiry.

Walk us through exactly how you would prioritize these situations and why.

We're looking for someone who wants to become an indispensable part of a growing team—not someone simply looking for their next job.

Pay: $28.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule

Application Question(s):

• Are you currently a student working on your degree?
• Do you have previous experience in a chiropractor, med spa , Pilates studio, massage studio or other health care related setting where cash/credit card was taken as payment rather than billing insurance?
• In order to apply for this career opportunity, please email admin@ironhorsept.com with the subject title "Executive asst/Client Experience & Operations Coordinator" then attach your resume and message letting us know why you think you'd be a great fit for our company.

Answer the questions posted in the job description with your application. We review thoughtful responses carefully, so please be specific and provide examples when possible.

Language:

• English (Required)

Work Location: In person

Salary : $28 - $35