Front Desk Receptionist

ROLE:

The Front Desk Team Member serves as the command center of patient experience, schedule integrity, clinic flow, and financial accuracy.

This position manages two essential functional systems:

• Front Desk New Patient (FDNP) Front Desk Established Patient (FDEP)

Although executed by one individual, these systems represent distinct workflows critical to retention, compliance, provider efficiency, and revenue stability.

In a small clinic environment, this role also actively contributes to patient engagement, seminars, internal promotions, and marketing-related experiences.

RESPONSIBILITIESFunctional Division 1: FDNP (New Patient System)Troy Team Booking Verification & Correction

• Review Troy Team bookings daily Confirm correct schedule column placement Verify appointment type accuracy Verify proper time allocation Confirm referral code accuracy Correct discrepancies immediately Report recurring errors or concerns

New Patient Folder & Documentation Preparation

• Prepare NP folders prior to Day 1 Ensure required forms and records are included Confirm organization and completeness

Paperwork Completion & Barrier Reduction

• Monitor NP paperwork completion daily Contact patients with incomplete paperwork Provide clear verbal guidance Answer questions promptly Do not rely solely on emails/texts

New Patient Experience

• Perform reminder calls Day 1 & Day 2 Welcome and check-in new patients Provide office tours Schedule Day 2 Confirm partner attendance Welcome Day 2 patients

Missed Appointment Recovery

• Follow up missed Day 1 / Day 2 visits Reschedule promptly Reduce NP leakage

Functional Division 2: FDEP (Established Patient System)Morning Huddle Leadership

• Run the Morning Huddle Review provider schedules Align team on priorities, gaps, opportunities Set tone and energy for the day

Care Plan Scheduling & Enrollment Flow

• Schedule patients across prescribed care plans Book full treatment schedules upon enrollment Protect provider time allocations Maintain visit-type accuracy

Retention & Reactivation

• Reinforce appointment importance Support continuity of care Contact patients with missed visits Perform daily reactivation procedures

Membership Program Reinforcement

• Educate patients about membership options Introduce membership near graduation Reinforce long-term value Support membership conversions

Patient Success & Testimonial Capture

• Identify patients experiencing progress Invite testimonial photos/videos Support collection of success stories

Internal Promotion Awareness & Education

• Educate patients on monthly internal promotions Communicate purpose confidently Drive engagement, referrals, participation

Patient Check-In / Check-Out

• Facilitate smooth arrival experience Coordinate provider/therapy transitions Complete checkout including payments & claims

Payments & Financial Accuracy

• Collect and post payments accurately Review balances and agreements Balance daily financial activity

Financing Support (When Applicable)

• Assist with CareCredit / United Credit Explain options confidently Support approval workflows Reduce financial barriers

Claims & Superbills

• Process provider claims Generate superbills when applicable Maintain documentation accuracy

Escrow Account Compliance (Wyoming)

• Identify qualifying prepayments Ensure funds placed into escrow appropriately Track balances accurately Coordinate weekly earned-service transfers Maintain regulatory compliance

Documentation & EHR Management

• Maintain 100% scheduling accuracy Ensure records remain current and correct Manage files and agreements

End-of-Day Procedures

• Complete End-of-Day Checklist Balance financials Secure records and documentation

Seminar / Workshop Coordination & SupportSeminar Preparation

• Assist with seminar setup and room readiness Coordinate seating, materials, flow

Seminar Confirmation

• Perform confirmation calls/texts Reinforce attendance importance Coordinate with Troy Team when applicable

Seminar Check-In & Welcome

• Welcome seminar guests warmly Facilitate sign-in Escort attendees to seminar room

Seminar Flow & Experience

• Support professional, welcoming environment Assist presenters/providers as needed

Seminar Check-Out & Scheduling

• Assist post-seminar checkout Schedule NP appointments Collect deposits/payments when applicable Reinforce next steps clearly

Shared Responsibilities (FDNP + FDEP)Patient Hospitality & Clinic Flow

• Warmly welcome patients Facilitate check-in / check-out Monitor lobby flow and wait times Coordinate smooth transitions

Financial Transactions & Policy Support

• Collect and post payments accurately Reconcile financial activity Review agreements Uphold HIPAA compliance

Clinic Preparation & Coordination

• Prepare files and schedules Communicate concerns to providers Support clinic efficiency

KPI Review & Reporting

• Review BlueIQ / EHR dashboards weekly Prepare FDNP / FDEP metrics Present statistics at team meetings Identify trends and concerns

Administrative Support

• Respond to Review Wave alerts Manage mail and correspondence Assist with goody bags when needed

Therapy Bay Backup

• Provide backup support for Therapy Assistant Assist with therapy flow when assigned Protect patient experience

RESULTS (EXPECTED OUTCOMES)Patient Experience

• Patients feel welcomed, guided, respected Positive clinic energy Reduced friction/confusion

New Patient System Performance

• Accurate Troy Team bookings High paperwork completion rates High Day 1 & Day 2 kept appointment % Reduced NP leakage

Established Patient System Performance

• Patients scheduled across full care plans High kept appointment % Minimal schedule gaps Strong retention

Membership Growth

• Increased membership awareness Improved graduation-to-membership conversions

Patient Engagement & Referrals

• Consistent testimonial capture Increased referral activity Higher promotion participation

Seminar Performance

• High seminar attendance Smooth seminar experience Strong post-event scheduling

Financial Integrity

• Accurate collections and posting Balanced day sheets Proper financing facilitation Clean claims processing

Operational Excellence

• Organized front desk Accurate EHR & documentation Smooth clinic flow

REQUIREMENTS

• Excellent communication & interpersonal skills Natural hospitality with confident assertiveness Leadership presence & professionalism Strong organization & multitasking ability High attention to detail Emotional intelligence Comfort with financial & financing conversations Reliability, punctuality, structured work style Basic computer / EHR proficiency Ability to interpret dashboards (BlueIQ / EHR) Confidence requesting testimonials Accuracy in escrow & claims workflows Comfort supporting seminars & events Adaptability for Therapy Bay backup Alignment with clinic culture & values

DISCLAIMER

This job description is subject to change based on clinic growth and operational needs.

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• Paid time off

Application Question(s):

• Have you had any experience with scheduling?

Work Location: In person