CLIENT EXPERIENCE COORDINATOR

At Formation Physical Therapy & Performance, we help active women rebuild their bodies so they can trust them again, by addressing what traditional physical therapy and workouts often miss.

Our clients are motivated, but often frustrated from past experiences. We provide a high-touch, results-driven approach that helps them finally move forward with confidence.

The Role

At Formation PT & Performance, every client deserves to feel welcomed, remembered, and genuinely cared for. The Client Experience Coordinator makes that happen. You will be the steady, warm presence that current clients rely on, the person who keeps our schedule full and our clinic running smoothly, so our PTs can stay focused entirely on patient care.

  • Daily

    Greet current clients warmly by name, answer phones and texts from current clients within 10 minutes, manage client and staff schedules in Jane, process payments, maintain clinic cleanliness, assist with equipment setup and breakdown between sessions, manage the hello@ inbox, track client package and intake form status, and proactively fill any gaps or cancellations in the schedule.

    Weekly

    Follow up with unscheduled or missed clients, deep clean the clinic and equipment, update inventory sheets, and capture in-clinic photos and video for the marketing team.

    Monthly

    Send birthday and celebration cards to clients, check AED and fire extinguisher status.

    • You are naturally warm and people remember how you made them feel

    • You are organized, proactive, and do not need to be told what needs to be done

    • You own problems and solve them without needing to escalate every decision

    • You care about health, movement, and helping people feel their best

    • You pick up new systems quickly and stay calm when things get busy

    • You want to be part of a small, tight-knit team building something meaningful

    • You are able to lift 50 lbs for equipment setup between sessions

    Nice to have: background in fitness, PT, or healthcare. Experience with scheduling or customer service platforms. Familiarity with HIPAA basics. CPR and first aid certified (or willing to get certified).

    • $18 to $20/hour based on experience, with room to grow

    • 15 to 20 hours per week with opportunity to expand as the clinic grows

    • In-person, Carytown, Richmond VA

    • CPR and first aid certification reimbursed if not currently certified

  • Please email us at info@formationphysicaltherapy.com with the subject line Application — Client Experience Coordinator — Your Name and include:

    • A brief introduction about yourself and what draws you to this role.

    • A time you kept things organized and running smoothly under pressure.

    • How you make someone feel welcome and cared for from the moment they walk in.

    • A time you noticed something that needed to be done and took care of it without being asked.

    • Why working for Formation resonates with you.