Central Scheduler / Patient Liaison - Virtual Assistant

Rockstar is hiring a full-time Central Scheduler / Patient & Attorney Liaison Virtual Assistant on behalf of an outpatient physical therapy practice. This is fundamentally a sales and conversion role. The practice generates a high volume of new patient leads and needs someone with real sales or marketing instincts, someone who understands conversion and closing, moves fast, and takes ownership of the pipeline without needing constant oversight. This person doesn't necessarily need direct experience in this exact job. What matters most is the right combination of sales instincts, organization, urgency, attention to detail, and ownership. The person in this role is often the first voice a new patient hears, and needs to build rapport quickly and confidently guide inquiries and referrals to a scheduled appointment. Beyond scheduling and lead conversion, the role also serves as a liaison for attorney-referred patients and coordinates medical records requests, but converting leads at pace is the core of the job. About the Client This is an outpatient physical therapy practice built around a simple mission: helping people get back to living their lives. The team values warmth, professionalism, and proactive ownership, and believes every patient interaction should reflect genuine care, not just task completion. What We're Looking For Strong sales/marketing experience and a good understanding of conversion and closing Excellent attention to detail and follow-through Ability to work at a very quick pace and manage a high volume of leads without constant oversight Strong communication and customer-service skills Ability to work independently while still being a strong team player Prompt and GHL experience is a plus, but not required, we can train the right person Key Responsibilities New Patient Scheduling & Lead Conversion (Primary Focus) Respond promptly to all new patient leads across phone, voicemail, text, email, website, advertising, and referral sources, building rapport and confidently converting them into scheduled appointments Follow the established New Case Intake process for every lead, documenting all communication and outcomes accurately Continue proactive follow-up with leads who don't immediately schedule, converting New Case holds into actual appointments by end of day whenever possible Schedule Management Review clinic schedules throughout the day to identify cancellations and openings, actively working to fill them Proactively look ahead to the following week to fill upcoming openings before they become urgent New Patient Readiness, Attorney Liaison & Medical Records Confirm upcoming new patients and follow up on incomplete intake paperwork Serve as the primary point of contact for attorney-referred patients and attorney offices Process medical records requests with proper authorization and accurate documentation Performance Expectations / KPIs Lead-to-scheduled-patient conversion rate Speed of response to new leads New cases scheduled and new-patient arrival rate Effectiveness in filling cancellations and open appointments Tools & Systems Lead tracking software (Reach) Patient EMR (Prompt) GoHighLevel (GHL), a plus, not required Fax and email monitoring tools Text/communication apps (Google, etc.) Requirements Strong sales or marketing experience with a solid understanding of conversion and closing Excellent attention to detail and follow-through Ability to work at a fast pace and manage a high volume of leads without constant oversight Strong communication and customer-service skills Ability to work independently while still being a strong team player Prompt and GoHighLevel (GHL) experience a plus, but not required, the right person can be trained Fluent in spoken and written English with clear, easy-to-understand communication Comfortable working toward measurable KPIs and goals Non-Negotiables The right combination of sales instincts, organization, urgency, attention to detail, and ownership, this candidate doesn't need to have done this exact job before, but must bring these traits to take charge of the role and keep pace with a high volume of leads Reliable and dependable, with strong attendance and punctuality Strict confidentiality and HIPAA compliance in all communications Benefits Competitive salary commensurate with experience. Opportunities for professional development and growth. Work in a dynamic and supportive team environment. Make a meaningful impact by helping to build and strengthen families across the Globe