Client Services Director

Company Description

Capstone Physical Therapy is a local, therapist-owned outpatient private practice with multiple locations across Whatcom and Snohomish Counties. We offer Physical, Occupational, and Massage Therapy services and maintain a strong commitment to clinical excellence and patient outcomes.

Capstone’s mission is to change lives through care, culture, and community. We are passionate about our profession and dedicated to the well-being of those we serve.

Job Description

Capstone Physical Therapy is seeking a Client Services Director to lead our Patient Care Coordinator (PCC) team and oversee the administrative systems that support exceptional patient care. This leadership position is responsible for developing team members, maintaining high standards of customer service, optimizing scheduling and intake processes, supporting clinic operations, and ensuring administrative excellence across the organization.

The Client Services Director serves as a key member of the leadership team and works collaboratively with clinic directors and administrative staff to achieve company goals while fostering a positive and productive culture.

• Ensure the PCC team delivers exceptional customer service and patient experiences.
• Monitor referral workflows and ensure new patient referrals are contacted within two business days.
• Support PCC team members with training, coaching, and problem solving.
• Develop and maintain a positive, accountable, and collaborative team culture.
• Review policies, procedures, and forms with direct reports.
• Ensure adequate administrative staffing to support patient care and business objectives.
• Develop, document, and train staff on patient intake processes and workflows.
• Serve as liaison for administrative technology systems, including EMR, internet, printing, and phone systems.
• Manage office supply ordering and administrative resources.

Qualifications

Required

• High school diploma or GED.
• Strong leadership, communication, and organizational skills.
• Demonstrated ability to manage multiple priorities and meet deadlines.
• Commitment to Capstone’s mission, values, and culture.

Preferred

• Associate’s or Bachelor’s degree.
• PPS Administrator Certificate.
• Minimum of two years of full-time employment with Capstone Physical Therapy.
• Completion of Leadership Training.
• Experience leading administrative or customer service teams.
• Experience in healthcare administration or outpatient medical practice operations.

Additional Information

What We Offer

• Health / Dental / Vision Insurance (employee and family)
• 401(k) with Company Match
• PTO
• 6 Paid Holidays
• Leadership development opportunities
• Collaborative and mission-driven culture