Patient Experience Leader - Multi-Location Front Desk

Hidefpt; Renton (WA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) with company match

Paid time off + holidays

Mileage reimbursement

Job summary

HIDEF Physical Therapy is seeking a Patient Experience Manager to own the front desk across seven Seattle-area clinics. You will lead, coach, and set standards for the front desk team, ensuring every patient interaction feels personalized and welcoming.

You will hire, train, and develop seven team members, drive KPIs, travel weekly between locations, and partner with Clinic Directors to maintain consistent, exceptional patient experiences.

Qualifications

• 3+ years of management experience preferred
• Bachelor's degree preferred
• An obsession with the customer/patient experience and an eye for the small details that separate great from average
• Comfort with multi-location oversight and willingness to travel between clinics in the Seattle metro area weekly
• Strong communication skills and the confidence to give direct feedback

Responsibilities

• Hiring - Source, interview, and hire front desk team members across all 7 locations
• Training & onboarding - Build and run the front desk training program; ensure every new hire is fully ramped within 30 days
• Performance management - Set clear expectations, run regular 1-on-1s, deliver coaching and feedback, and make tough calls when needed
• Patient experience standards - Define what "unreasonable hospitality" looks like at the HIDEF front desk and make sure it happens at every location, every day
• Scheduling & arrival metrics - Own front desk KPIs including arrival rate, scheduling accuracy, and patient satisfaction scores
• Operational consistency - Travel between clinics regularly to observe, coach, and ensure the experience is identical across all locations
• Process improvement - Continuously refine front desk workflows, scripts, and systems
• Director partnership - Work closely with each Clinic Director to support their location's front desk needs

Skills

Leadership

Customer experience

Communication

Detail orientation

Travel readiness

Education

Bachelor's degree preferred

Job description

HIDEF Physical Therapy is seeking a Patient Experience Manager to own the front desk across seven Seattle-area clinics. You will lead, coach, and set standards for the front desk team, ensuring every patient interaction feels personalized and welcoming.

You will hire, train, and develop seven team members, drive KPIs, travel weekly between locations, and partner with Clinic Directors to maintain consistent, exceptional patient experiences.