Medical 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 is responsible for managing front desk operations, coordinating appointments, collecting payments, verifying insurance eligibility, educating patients regarding recommended services, and facilitating communication between patients and clinical teams.

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 available treatments as appropriate.
• 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 to support coordinated patient care.
• 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.

Requirements

• 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.

Qualifications

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.

Skills

Deliver outstanding customer service to patients, families, providers, and visitors.

Manage front desk operations with professionalism and efficiency.

Accurately schedule appointments and maintain provider calendars.

Verify insurance eligibility and communicate financial responsibility.

Collect and accurately post patient payments.

Maintain accurate patient records within the EMR.

Communicate effectively with patients and interdisciplinary teams.

Protect confidential patient information in accordance with HIPAA regulations.

Prioritize competing responsibilities while maintaining accuracy.

Adapt quickly to changing clinic schedules and operational needs.

Support clinic operations by maintaining organized patient and common areas.

Demonstrate professionalism, accountability, compassion, and teamwork.