Medical Front Desk Associate

Medical Front Desk Receptionist (High-Performance Role - Not for Everyone)

Health Star Clinic
Prattville, AL

About Us

We are a fast-paced, high-volume Chiropractic office, family-owned for over 20 years. We are known throughout Montgomery and surrounding areas for exceptional customer service, strong systems, and results-driven patient care.

We are not looking for someone to "fill a seat."
We are hiring an all-star who can perform under pressure, communicate with confidence, and execute at a high level every day.

Read This First - Who This Role Is NOT For

Do not apply if you:

• Dislike being on the phone or speaking with people frequently
• Struggle with multitasking or working in a fast-paced environment
• Are uncomfortable discussing money or collecting payments
• Need constant direction instead of following established systems
• Lack energy, urgency, or professionalism in your communication
• Are unwilling to memorize phone scripts and use them consistently
• Are unwilling to proactively call patients who have missed appointments or are not following through with their care plans
• Bring negativity, distractions, or cannot commit to showing up for a reliable consistent work schedule.

This is a high-responsibility, high-expectation role. The front desk drives the success of the entire office.

Position Overview

Your primary responsibility is to drive patient compliance and schedule adherence.

You must be able to:

• Confidently communicate the importance of following the doctor's treatment plan
• Ensure patients are properly scheduled for all necessary visits
• Maintain control of the schedule while delivering an exceptional patient experience

You will be on the phone a significant portion of the day. This requires strong phone presence, excellent tone, and consistent professionalism.

Core Responsibilities

Patient Communication & Influence

• Communicate clearly and confidently with patients about their care plan
• Guide patients toward scheduling and maintaining recommended treatment
• Maintain a positive, energetic tone that is heard over the phone
• Provide the highest level of customer service at all times
• Use structured phone scripts and communication frameworks consistently

Front Desk Execution

• Greet patients with professionalism and energy
• Check patients out and schedule follow-up visits according to protocol
• Handle all scheduling and rescheduling efficiently and accurately
• Manage a high volume of incoming and outgoing calls daily
• Proactively contact patients who have missed appointments or fallen off their care plan

Financial Responsibilities

• Collect payments at time of service confidently and professionally
• Answer basic billing questions related to charges and payments
• Ensure financial and service entries are accurate and complete

Team Coordination

• Communicate with team members regarding:
  • Referrals
  • Authorizations
  • Patient record and statement requests

Operational Accuracy

• Ensure patient charts, services, and financials are recorded correctly
• Confirm appointment reminders are being sent consistently
• Follow all office systems and protocols without deviation.
• Performance Expectations (KPIs)
  • Patient Scheduling Compliance (patients scheduled according to care plans)
  • Reactivation / Reschedule Rate (missed appointments recovered)
  • Call Performance (volume + quality + professionalism)
  • Collections at Time of Service
  • Schedule Efficiency (minimizing gaps in provider schedules)
  • Patient Experience & Retention
• This role is measured. Top performers consistently meet or exceed:

Non-Negotiable Requirements

• Excellent communication skills (verbal and phone-based)
• High energy with a positive, engaging personality
• Ability to handle constant patient interaction without burnout or attitude shifts
• Strong attention to detail and ability to follow structured systems
• Comfortable handling money conversations and collections
• Professional grammar and phone etiquette
• Willingness to memorize, follow, and execute communication scripts at a high level

Preferred (But Not Required)

• Experience in a medical or chiropractic office
• Experience with scheduling systems or EHR software

Work Schedule

• Monday - Thursday: 8:30 AM - 1:00 PM, 3:00 PM - 6:00 PM
• Friday: 8:00 AM - 1:00 PM
• Every other Saturday: 9:00 AM - 11:00 AM

Hiring Process (Strict)

Professional references are REQUIRED and must be submitted with your application.

Applications without references will not be considered.

Process:

1. Application + references reviewed
2. Qualified candidates selected for a phone interview
3. Top candidates invited for an in-person interview

Who Will Excel Here

This role is ideal for someone who:

• Naturally takes control of conversations in a professional, helpful way
• Thrives in a structured, high-accountability environment
• Brings consistent energy, focus, and urgency every day
• Takes pride in performance, not just participation
• Compensation & Performance Bonus Structure
• Performance-Based Bonus (Bi-Weekly):
  This position includes a bi-weekly bonus tied directly to KPIs. High performers are rewarded for results.
• Base Pay: Competitive hourly rate (based on experience)