Patient Experience Representative

About ICAN Children’s Therapy

ICAN Children’s Therapy is driven by the belief that every child should have the chance to thrive. The organization’s multi-disciplinary team partners closely with children and their families to support growth through innovative, evidence-based therapy. The workplace is described as energetic and collaborative, with an emphasis on purpose, kindness, and personal development.

Role Overview

As the Patient Experience Representative, you will be the welcoming face at the front desk and often the first point of contact in a family’s journey with ICAN. This position focuses on creating a positive first impression, keeping operations organized, and helping families feel supported from the moment they arrive or reach out.

Key Duties

• Maintain a clean, organized, and inviting front desk area that sets a warm tone for visitors.
• Welcome families, provide helpful guidance, and ensure each guest feels seen and supported.
• Manage appointment coordination, including scheduling, rescheduling, and keeping visits accurate and timely.
• Communicate clearly and compassionately through in-person interactions, phone calls, and email.
• Assist with intake, keep records up to date, and support families in understanding billing-related processes.
• Work closely with therapists and team members to resolve issues proactively and improve the overall family experience.

What Success Looks Like

• You enjoy forming meaningful relationships and taking the time to understand each family’s situation.
• You bring a positive, adaptable attitude and stay solution-oriented when challenges arise.
• You are highly organized, attentive to detail, and able to make quick, practical decisions.
• You understand that strong communication is essential to excellent service.
• You are motivated to keep learning and grow your skills over time.

Qualifications

The ideal candidate has prior experience in a medical office, reception, or customer service environment, with medical scheduling experience considered a plus. Strong spoken and written English is required, and additional language ability is considered an advantage. Comfort using office equipment and systems such as phones, printers, copiers, electronic health records, or scheduling tools is important. Reliability, professionalism, and the ability to pass a background check are required. You should also be capable of handling several tasks and deadlines at once while remaining composed under pressure.

Why Join ICAN

• Opportunities to grow, with a focus on internal advancement and skill development.
• Work that directly supports children and families in meaningful ways.
• A collaborative, inclusive culture built around teamwork and positivity.
• Benefits include health insurance, a 401(k), paid time off, professional development, and mentorship.

Equal Opportunity

ICAN Children’s Therapy is an equal opportunity employer and values a diverse, inclusive workplace for all team members.