Client Experience & Operations Coordinator

Client Experience & Operations Coordinator

Ironhorse Physical Therapy & Pilates – San Ramon, CA

Compensation

$28-35/hour DOE (depending on experience and qualifications)

Part-time initially (approximately 20–25 hours/week) with opportunity for growth into a larger operational leadership role over time.

About Ironhorse

Ironhorse Physical Therapy & Pilates is a premium cash-based wellness and performance practice specializing in orthopedic physical therapy, pelvic floor therapy, Pilates, running analysis, and performance optimization.

We work with active adults, runners, athletes, postpartum women, and people who want to continue living and training at a high level without pain or limitations. Our practice is known for highly individualized care, clinical excellence, and a supportive, high-touch client experience.

We are looking for a proactive, organized, people-oriented Client Experience & Operations Coordinator to help elevate the experience of our clients while supporting the day-to-day operations of the practice.

This is NOT a passive receptionist position. We are looking for someone who takes initiative, solves problems, anticipates needs, and genuinely enjoys helping people feel welcomed and cared for.

Position Overview

This role combines front desk hospitality, client communication, scheduling coordination, and operational support. The ideal person thrives in a fast-paced boutique wellness environment, enjoys connecting with people, and can help create a calm, organized, high-end experience for both clients and staff.

This person will work closely with the owner and clinical team to improve workflow, maintain operational excellence, and help reduce day-to-day administrative burden.

ResponsibilitiesClient Experience & Front Desk

• Greet clients warmly and professionally
• Help create a welcoming, polished, high-end environment
• Assist with client check-in/check-out
• Support smooth transitions between PT and Pilates sessions
• Build positive relationships with clients and staff
• Help maintain a calm, organized clinic environment

Scheduling & Administrative Support

• Manage scheduling, cancellations, and rescheduling
• Help optimize clinician and Pilates schedules
• Respond to calls, texts, and emails promptly and professionally
• Assist with onboarding and intake paperwork
• Support package tracking and billing coordination
• Help maintain organized systems and accurate records

Operations Support

• Assist with implementation of systems and SOPs
• Track operational metrics and scheduling KPIs
• Help coordinate office organization and inventory
• Assist with hiring coordination and onboarding tasks
• Help maintain accountability and follow-through across the team
• Identify inefficiencies and proactively suggest improvements

Key Performance Indicators (KPIs)

• Lead response time
• Cancellation fill rate
• Schedule utilization
• Client retention and follow-up
• Review requests and client satisfaction
• Accuracy and organization of scheduling systems
• Timeliness of communication and task completion
• Support of overall client experience and clinic flow

Ideal Candidate Traits

• Warm, polished, and professional
• Highly organized and detail-oriented
• Calm under pressure and emotionally intelligent
• Self-starter who takes initiative
• Strong communication and interpersonal skills
• Hospitality-minded with a proactive attitude
• Comfortable multitasking in a fast-paced environment
• Reliable, accountable, and trustworthy
• Positive team player with a growth mindset
• Able to create structure and follow-through without excessive supervision

Preferred Experience

• Experience in boutique fitness, wellness, healthcare, Pilates, med spa, or hospitality environments preferred
• Pilates experience or familiarity with Pilates environments is a strong plus
• Experience with scheduling software and client communication
• Front desk, administrative, or operations coordination experience preferred
• Familiarity with premium client-service environments is highly valued

Hours

Approximately 20–25 hours/week initially, including some afternoon/evening coverage.

If you are someone who enjoys creating exceptional client experiences, thrives in an organized and people-focused role, and wants to grow with a high-quality wellness practice, we would love to hear from you.

Pay: $28.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule

Application Question(s):

• Do you have previous experience in a chiropractor, med spa , Pilates studio, massage studio or other health care related setting where cash/credit card was taken as payment rather than bikking insurance?

Language:

• English (Required)

Work Location: In person