What are the responsibilities and job description for the Patient & Family Engagement Manager (Pediatric Therapy) position at Little Land Pediatric Therapy & Play Gym?
We are seeking a dynamic and compassionate Patient & Family Engagement Manager to lead efforts in creating an exceptional experience for every family we serve at Little Land Pediatric Therapy and Recess Pediatric Therapy. This leadership role oversees the pediatric therapy scheduling/administration department and supervises special programs at Little Land, including birthday parties, Parents’ Night Out, Sensory Art, Music Exploration, and other family-centered events.
The ideal candidate will bring a blend of pediatric therapy scheduling experience, early childhood program knowledge, customer service expertise, and marketing/sales insight. This is a full-time, in-office role based in Arcadia, CA, reporting directly to the CEO. Occasional travel may be required to support other clinic locations and community programs.
Key Responsibilities
Therapy Scheduling & Administration
At Little Land Arcadia, we are committed to creating a warm, family-centered environment where children can thrive. As Patient & Family Engagement Manager, you will play a pivotal role in shaping family experiences, ensuring operational excellence, and supporting programs that bring joy and growth to children and their families.
The ideal candidate will bring a blend of pediatric therapy scheduling experience, early childhood program knowledge, customer service expertise, and marketing/sales insight. This is a full-time, in-office role based in Arcadia, CA, reporting directly to the CEO. Occasional travel may be required to support other clinic locations and community programs.
Key Responsibilities
Therapy Scheduling & Administration
- Lead the scheduling and administrative team that manages patient intake, evaluations, recurring sessions, reschedules, and make-up visits.
- Ensure timely, efficient, and family-centered communication throughout the therapy onboarding and scheduling process.
- Collaborate with clinical leaders to balance caseloads and optimize therapy schedules.
- Track scheduling performance metrics, including cancellations, no-shows, and waitlist management.
- Serve as the primary point of contact for escalated patient or family concerns, ensuring thoughtful and professional resolution.
- Foster a culture of hospitality and responsiveness that supports patients and families throughout their therapy journey.
- Design and implement initiatives that increase patient and family satisfaction, retention, and engagement.
- Oversee and grow special programs including birthday parties, Parents’ Night Out, Sensory Art, Music Exploration, and other family-focused offerings.
- Coordinate staffing, logistics, and marketing for programs to deliver high-quality, memorable experiences.
- Build and maintain relationships with families, schools, and community partners to expand program participation.
- Track program outcomes and implement strategies to increase effectiveness, quality, and profitability.
- Supervise scheduling coordinators, administrative support staff, and special program team members.
- Provide mentorship, training, and coaching to strengthen team performance.
- Collaborate with executives on initiatives that align family engagement with broader organizational goals.
- Partner with the marketing team to promote therapy services and family programs across Texas and California communities.
- Represent the organization at community events, schools, and professional partnerships.
- Support efforts to increase referrals, awareness, and participation through outreach and relationship-building.
- Education & Experience:
- Bachelor’s degree in Healthcare Administration, Early Childhood Education, Business, or related field preferred.
- At least 5 years of experience in pediatric therapy administration, healthcare scheduling, early childhood education, or customer service management.
- Experience in program oversight, events, or marketing/sales strongly preferred.
- Skills & Competencies:
- Strong leadership, team management, and interpersonal skills.
- Excellent communication abilities with children, families, and staff.
- Proficiency in EMR systems, scheduling software, and Microsoft Office.
- Highly organized, proactive, and adaptable in problem-solving.
- Passion for family-centered care and creating memorable experiences.
- Salary: Competitive, based on experience.
- Benefits: Health insurance, paid time off, continuing education support, and opportunities for career growth.
- Other: Some evenings, weekends, and occasional travel may be required to support programs and events.
At Little Land Arcadia, we are committed to creating a warm, family-centered environment where children can thrive. As Patient & Family Engagement Manager, you will play a pivotal role in shaping family experiences, ensuring operational excellence, and supporting programs that bring joy and growth to children and their families.