Patient Experience Manager

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

About HIDEF

HIDEF Physical Therapy is the Pacific Northwest's premier sports physical therapy company. Our mission: get people out of pain and back in action.

We're not a commodity PT clinic. Every patient who walks through our doors should feel like the most important person in the room and that starts with the front desk.

The Role

The Patient Experience Manager owns the entire front desk operation across all 7 HIDEF locations. You're the leader, coach, and standard-setter for the team that creates every patient's first and last impression of HIDEF. This is a leadership role, not an administrative one.

You'll directly manage 7 front desk team members across our Seattle, Bellevue, Redmond, Issaquah, Renton, Covington, and West Seattle clinics. You'll hire, train, develop, and hold accountable the people who are the face of our brand.

Why HIDEF

We're growing fast, but we're not a chain. We're building the best sports PT company in the pacific northwest, and the front desk is one of the most important parts of how we do it. If you've ever worked somewhere that talked about the customer experience but didn't actually invest in it, you'll feel the difference here.

Responsibilities

• What You'll Own
• 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

Qualifications

• 3+ years of management experience preferred
• Bachelors 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

Benefits

• Health, dental, vision insurance
• 401(k) with company match
• Paid time off + sick leave + paid holidays
• Mileage reimbursement for travel between clinics