Job Description

Job Location Headquarters - Scottsdale, AZ 85260 Position Type Central Client Services Education Level High School Salary Range $55,000.00 - $60,000.00 Salary Job Shift Full Time

The Central Client Services (CCS) Manager is integral in ensuring that an exceptional end-to-end patient experience begins with the Central Client Services team. This includes managing staffing, workflow, performance, and efficiency to meet the needs of the business and to deliver an exceptional patient experience. The CCS Manager works closely with other key departments and the clinics in order to deliver consistency in process and message to the team and our stakeholders.

At Spooner, Arizona's largest physical therapy private practice, we are most proud of our culture of excellence that is founded on our core values. Spooner has been helping our communities achieve health through movement for over 30 years, and we continue to grow in size and expertise every year. If you are looking to join a company where you can build a career, Spooner is the place for you.

What you'll be doing

• Provide leadership, development, and coaching that drives a continuous improvement environment within the Central Client Services team
• Manage and develop the Central Client Services team to ensure consistency in performance and stability through regular performance evaluations using key metrics
• Oversee and assist with daily operations of the Central Client Services team
• Manage PTO, missed punches, and time monitoring of the Central Client Services team
• Manage staffing of the Central Client Services team to meet the needs of the business and the patient experience
• Coordinate and deliver onboarding/workflow training of new Central Client Services team members; update and manage onboarding and training documents as needed
• Monitor performance metrics, productivity levels, and key operational indicators; analyze findings and implement action plans
• Prepare for and lead regularly scheduled meetings with the Central Client Services team
• Collaborate and contribute to monthly Patient Services Coordinator meetings
• Identify, instill, and ensure best practices and established processes are consistently adhered to and re-evaluated at Central Client Services while collaborating with clinic front offices
• Identify needs and collaborate with the Director of Revenue Cycle Management and Vice President of Company Operations to establish new processes
• Contribute to elevating the patient experience through subject-matter expertise of insurance payers, plans, and outpatient Physical Therapy and Occupational Therapy benefits
• Provide a communication hub to and from the company, patients, clinic teams, referring providers, and payers regarding insurance plans and benefits knowledge
• Collaborate in a seamless and integrated relationship between Central Client Services, Revenue Cycle Management, and Front Office Operations to ensure streamlined work efficiencies and value in reimbursements
• Own and manage relationships with key external stakeholders, including referring providers, to ensure a seamless patient experience, accurate insurance navigation, and alignment with Spooner’s access, scheduling, and service expectations
• Partner closely with Spooner leadership, including Sales, Marketing, and Clinic Operations, to support centralized relationship-building strategy, consistent messaging, and alignment between referral development efforts and Central Client Services workflows
• Build and maintain strong working relationships with Clinic Directors to support clinic-level efficiency, patient access, referral management, and volume growth
• Serve as a liaison between Central Client Services and clinic leadership, proactively identifying trends, access challenges, or referral friction points and collaborating on solutions that improve throughput, conversion rates, and patient satisfaction
• Adhere to all HIPAA standards and maintain a secure and safe working environment in accordance with OSHA regulations

What You Can Expect

• A team environment that fosters continuous learning and fun.
• A year-long onboarding program.

What You Bring to the Role

• High school diploma or GED required
• Bachelor’s degree preferred
• Customer service or patient care experience in the healthcare industry
• Knowledge of certain aspects of the revenue cycle process including insurance benefits; authorizations; patient billing; insurance provider contracts; fee schedules; HIPAA requirements; state, federal, and industry regulations; and current policy changes and application
• Currently enrolled in ID.me (may acquire within 30 days of hire and keep current)

Spooner is a place for professionals with a growth mindset who want to push themselves to achieve excellence. Spooner began with a vision of disrupting the status quo of healthcare, and to accelerate the use of physical and occupational therapists as primary care, musculoskeletal experts. Spooner continues to grow in the greater-Phoenix area and has recently entered the Dallas-Fort Worth market. If you are interested in joining us on our journey of growth, collaboration, and disruption, you won’t be disappointed!

This is not your common workplace. Fun and excellence go hand and hand at Spooner, and we provide ample opportunities to achieve both. Our commitment to continuous learning is evident in our culture-first environment, and we are always looking for team members to strengthen and cultivate it!

We promise to help you achieve excellence. We will help you become a leader. We will help you accelerate your career.

@SPT