Front Desk Receptionist (Patient Experience Advocate)

About the Role

The Medical Receptionist/Patient Experience Advocate (PXA) serves as the first point of contact for patients and visitors, creating a welcoming, professional, and compassionate environment while ensuring an exceptional patient experience from check-in through check-out. This position manages front desk operations, coordinates appointments, collects payments, verifies insurance eligibility, educates patients regarding recommended services, and facilitates communication between patients and clinical teams. The PXA supports providers, improves clinic efficiency, maintains accurate patient information, and helps patients navigate their care journey in a fast-paced healthcare environment.

Responsibilities

• Greet patients and visitors in a friendly, professional, and compassionate manner.
• Check patients in and out for scheduled appointments while ensuring demographic and insurance information is current.
• Collect copayments, deductibles, balances, and other patient payments while accurately posting transactions.
• Explain payment options and establish payment plans according to company guidelines.
• Verify insurance eligibility and patient financial responsibility prior to appointments.
• Schedule, reschedule, and confirm appointments for providers and ancillary services.
• Educate patients regarding provider-recommended services, including therapy, cognitive testing, TMS, sleep studies, laboratory services, and other treatments.
• Coordinate follow-up appointments and referrals to ensure continuity of care.
• Monitor provider schedules and patient flow to maximize efficiency and minimize wait times.
• Maintain an accurate understanding of provider schedules within the electronic medical record (EMR).
• Respond to incoming telephone calls and in-person inquiries in a courteous and timely manner.
• Route messages appropriately and ensure timely communication with patients and staff.
• Work collaboratively with Medical Assistants, Care Navigators, Patient Liaisons, providers, and ancillary departments.
• Assist in resolving patient concerns and service issues while maintaining professionalism and confidentiality.
• Stay informed of workflow updates, operational changes, and company initiatives.
• Maintain patient confidentiality and comply with HIPAA and all company privacy policies.
• Assist with maintaining a clean, organized, and professional front office, lobby, breakroom, and shared patient areas.
• Participate in staff meetings, ongoing education, and process improvement initiatives.
• Meet established performance expectations for scheduling accuracy, collections, patient satisfaction, and productivity.
• Perform other duties as assigned.

Skills & Qualifications

• Exceptional customer service and interpersonal skills.
• Professional appearance and demeanor.
• Strong verbal and written communication skills.
• Excellent organizational and time management abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to work independently while contributing to a collaborative team environment.
• Critical thinking and sound decision-making skills.
• Ability to de-escalate difficult situations professionally.
• Strong problem-solving skills.
• Comfortable learning new technology and software applications.
• Proficient with Microsoft Office Suite and internet applications.
• Experience using electronic medical records (Athena preferred).
• Experience with Salesforce or CRM software preferred.
• Working knowledge of medical insurance terminology and healthcare scheduling.
• Ability to maintain confidentiality of patient and company information.
• Adaptable to changing priorities and workflow.
• Positive attitude with a commitment to continuous learning and professional development.

Requirements

• Associate degree preferred; high school diploma or GED required.
• Equivalent combination of education and experience may be considered.
• Minimum of one (1) year of medical reception, patient services, healthcare customer service, or front office experience required.
• One (1) to three (3) years of customer service experience preferred.
• Experience collecting patient payments and verifying insurance benefits preferred.
• Experience working within behavioral health, primary care, or specialty medical practices preferred.
• Athena EMR experience preferred.
• Salesforce experience preferred.

Work Environment

Primarily works in a professional outpatient medical clinic with frequent interaction with patients, providers, visitors, and interdisciplinary healthcare staff. The environment is fast-paced with frequent interruptions and changing priorities. Regular use of computers, telephones, copiers, scanners, and other office equipment is required. May occasionally travel between clinic locations as business needs require.

Typical work schedule is Monday through Friday; hours may vary based on clinic operations. Occasional overtime may be required.

Cognitive Demands

• Maintain concentration while managing multiple priorities.
• Exercise sound judgment and discretion.
• Process information quickly and accurately.
• Solve problems independently while recognizing when escalation is appropriate.
• Communicate professionally with patients experiencing emotional or behavioral health concerns.
• Adapt to changing workflows and operational priorities.
• Learn and retain new policies, procedures, and technology.
• Maintain attention to detail while performing repetitive administrative tasks.
• Manage stressful situations while maintaining professionalism and empathy.

Physical Demands

• Sit, stand, and walk for extended periods throughout the workday.
• Frequently use hands and fingers for keyboarding and operating office equipment.
• Frequently communicate verbally in person and by telephone.
• Occasionally bend, stoop, kneel, crouch, reach, and lift.
• Lift and carry up to 25 pounds occasionally.
• Push or pull light office equipment or supplies when necessary.
• Perform repetitive hand and wrist movements associated with computer use.
• Use telephones and headsets for extended periods.
• Occasionally assist with organizing or moving light office furniture and supplies.

Vision Requirements

• Close vision for prolonged computer use.
• Able to read documents and electronic medical records, distinguish colors, numbers, and text accurately.
• Ability to adjust focus between computer screens and patient interactions, and to observe patients and clinic activity within the work area.