Front Desk Receptionist

Department: Front Office / Administration
Reports To: Front Desk Manager
Employment Type: Full-Time

The Front Desk Receptionist is responsible for providing a welcoming, professional experience for patients and visitors while supporting the day-to-day operations of the front desk. This position serves as one of the primary points of contact for patients and is responsible for efficient check-in and check-out, appointment scheduling, phone communication, payments, and maintaining accurate patient information.

The Front Desk Receptionist works closely with the Front Desk Manager and clinical, billing, and administrative teams to ensure patients receive timely, courteous, and consistent service while maintaining patient confidentiality and HIPAA requirements.

Patient Experience & Front Desk Support

• Greet patients and visitors in a friendly, professional, and timely manner.

• Provide excellent customer service throughout the patient’s visit.

• Assist patients with questions and direct them to the appropriate team member when additional assistance is needed.

• Maintain a clean, organized, and welcoming reception area.

• Help ensure the front desk remains prepared and organized throughout the day.

Patient Check-In & Check-Out

• Complete patient check-in and check-out procedures accurately and efficiently.

• Verify and update patient demographic and contact information as needed.

• Confirm appointments and assist with required forms and documentation.

• Collect applicable copays, balances, and other patient payments.

• Provide receipts and accurately document payments in the appropriate system.

• Assist with ensuring patient records and information are handled securely and confidentially.

Scheduling & Telephone Support

• Schedule, reschedule, and cancel patient appointments according to established procedures.

• Answer incoming calls promptly and professionally.

• Respond to patient questions within the scope of the position and appropriately escalate questions or concerns when needed.

• Monitor voicemail and return calls or route messages to the appropriate team member.

• Assist with appointment reminders, waitlists, and other scheduling-related tasks as directed.

• Monitor and appropriately address scheduling items, including the Appointments to Schedule Inbox and ticklers.

Patient Communication & Coordination

• Communicate clearly and professionally with patients, providers, and coworkers.

• Relay patient messages accurately and in a timely manner.

• Coordinate with clinical and administrative staff regarding patient needs.

• Escalate patient concerns, complaints, or unusual situations to the Front Desk Manager or appropriate leader.

• Maintain professionalism and empathy when interacting with patients who may be frustrated, upset, or experiencing difficult circumstances.

Administrative & Office Support

• Maintain accurate and timely documentation within the electronic medical record and other systems.

• Assist with insurance-related information and verification according to established procedures.

• Complete daily front-desk tasks, follow established procedures, and assist with maintaining workflow continuity.

• Assist with opening, closing, and general front-office procedures as assigned.

• Follow established processes for handling confidential information, payments, patient records, and other sensitive materials.

Compliance & Professional Standards

• Maintain strict patient confidentiality and comply with HIPAA and other applicable privacy requirements.

• Follow Symbios policies, procedures, and established front-desk workflows.

• Maintain professional conduct and appearance.

• Protect patient information and ensure documents and conversations are handled appropriately.

• Complete required training and maintain proficiency in applicable systems, including Athena.

• Work collaboratively with the Front Desk Manager, clinical team, billing team, and other administrative staff.

• Communicate staffing, scheduling, patient, or workflow concerns to the Front Desk Manager.

• Provide appropriate backup and assistance to other front-desk team members when needed.

• Participate in team meetings and training as requested.

• Accept feedback and incorporate coaching into daily work.

• Contribute to a positive, respectful, and team-oriented work environment.

• High school diploma or equivalent required.

• Previous medical office or healthcare experience preferred.

• Previous front-desk, receptionist, customer service, or administrative experience preferred.

• Experience with electronic medical records/EMR systems preferred.

• Familiarity with patient registration, scheduling, insurance information, and payment collection preferred.

• Ability to maintain patient confidentiality and follow HIPAA requirements.

• Strong verbal and written communication skills.

• Professional, friendly, and patient-focused demeanor.

• Strong organizational skills and attention to detail.

• Ability to multitask and prioritize in a busy medical-office environment.

• Ability to remain calm and professional when handling challenging patient interactions.

• Ability to learn and consistently follow established procedures and workflows.

Success in this position means patients feel welcomed and supported, front-desk transactions and scheduling are completed accurately, calls and messages are handled appropriately, patient information remains confidential, and established workflows are consistently followed.

Benefits

Eligible employees may receive benefits in accordance with the practice’s applicable benefit plans and eligibility requirements, which may include:

• Medical, dental, and vision insurance

• Retirement savings plan

• Paid time off

• Employee discounts and/or practice benefits

Benefits and eligibility are subject to the terms and conditions of the applicable plans and company policies.