Job description

Great News! The Nation’s Top Physical Therapy Practice (that’s us!) is looking for lifetime members to join our unconventionally passionate family.

About the Company:
At SPEAR, we spend each day inspiring, caring for, and elevating the New York City metro area. Together, we have built a passionate and empathetic team motivated to become the best version of itself. We respect, lead, and challenge each other to always improve ourselves, our teammates, and the health of our communities.
At our core, we develop people. By providing each other the ideal opportunities and tools to flourish—both personally and professionally—we have fostered a culture rooted in growth. And we have fun doing it!
This focus on professional development and organizational expansion has resulted in our collective achievement of several honors and recognitions from top medical, academic, and business communities. SPEAR recently received Columbia University’s Award for Leadership in Clinical Education, given to the top 1/10th of 1% of practices. SPEAR was named six times to the Inc5000 list of fastest growing private companies in America, as well as having been named by SmartCEO magazine as a Future500 company five times. SPEAR was also chosen to appear in Chase Bank’s National Ad Campaign, Mission Main Street, as a thriving small business committed to serving community interests. SPEAR was the first private practice to ring the opening bell at the New York Stock Exchange when on May 4th, 2016, during small business week, the executive team was featured on MSNBC.

In 2016, SPEAR Physical Therapy was chosen as the American Physical Therapy Association Private Practice Section’s “Nation’s Top Practice,” recognizing the company for its dedication to innovation and excellence.

In 2020, at the peak of the pandemic, the SPEAR Physical Therapy team dedicated themselves to the New York City community. This dedication was a testament to the unrelenting commitment that SPEAR providers have for their patients—the resilience the team demonstrated, and the innovative care provided to our patients–during the events of 2020 are what led SPEAR to be awarded “The Nation’s Top Practice” by the WebPT Ascend Conference. To be recognized during this historically difficult year was a proud moment for the organization and all our incredibly devoted team members.

In the years to come, SPEAR will continue its path of growth, with further expansion planned beyond the New York City Metropolitan region.

Customer Service Center Coordinator - HQ

Schedule - Wednesdays through Sunday

Hours - 9am to 6pm

Remote - work from home

Initial Training - 3 weeks in office

Your Impact - The Care Coordinator will work with all clinics, online appointments, and incoming calls to ensure that all patients’ get access to care. The Care Coordinator serves as a valued member of the SPEAR team, helping patients get the medical procedures they need, as well as alleviating stress from the Front Desk Care Coordinator team.

As a SPEAR Team Member, you naturally exhibit SPEAR’s values by default. Your talents instinctively result in actions of Service, Passion, Empathy, Accountability, Respect, Impact and Teamwork. You put people first, and know that every team member, and potentially every New Yorker within travel distance to any of our clinics, relies on you to help them become the best versions of themselves.

Your Success Factors:
Respect

& Teamwork: You understand that respect

is the only way employees, customers and SPEAR will succeed. You cultivate a culture of teamwork

and are committed to supporting our team.

o Punctuality is an

essential component to your success.

On time to you is 10 minutes early to the rest of the world.

o You make it habit out of

practicing our SPEAR-IT values: Service, Passion, Empathy, Accountability,

Respect, Integrity, and Teamwork in relation to your work, life and attitude towards

others.

o Communicate efficiently &

effectively with team members and clinics when there are any issues

preventing you from completing your task on time

o Weekly huddles with your manager and

teammates

Impact & Passion: You take pride in making a

positive impact on the New York Community and healthcare industry. Your passion

ensures that all clinics achieve operational targets, making it easy for

patients to connect with our devoted team to receive the care they need.

o Ensure

scheduling of patients is at accuracy rate greater than 97%.

o Ensure

Case is updated and complete with no errors within 24 hrs of arrival

o Answer

50 calls per day providing as much detail during the call-in

anticipation of the Patient’s needs.

Empathy & Service: You exhibit 5-star customer service

for all SPEAR patients through empathy. You respond efficiently and

accordingly because you understand their feelings and needs.

o Answer

90% of New Patient Hotline calls with a smile and be as accommodating as

possible

o Reply

to all phone calls, emails, and Online Appointment Requests within 1 hour.

o Reply

to all Provider request for patient appointments with in 1 hr (OMG and MSK)

o Task

all new patient benefits to verifications teams with an accuracy rate greater

than 97%

o Return

all voice mails within 1 hrs of receipt

Accountability: You are a champion of customer access, accountable for ensuring our

financial process never keeps a single New Yorker from getting back to life.

You are committed to our patients, and their physicians, by navigating through

the financial processes in healthcare to get them the therapist and the

treatment they need.

o

You meticulously enter all patient data with an accuracy rate greater than 97%.

o Online

team to answer at minimum 17-20 call per day

o Update

online trackers with schedule appointment details, including account number and

date of scheduled appointment daily

o Online

team to make an average of 30-40 outbound calls (calls based on requests

per day)

Salary: $16-$22 / hour

We thank all applicants in advance for their interest in this growth opportunity. Spear Physical & Occupational Therapy is an Equal Opportunity Employer.

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