Patient Experience Assistant

Job Description

Job Description

Job Title: Patient Experience Assistant

Location: Brighton, NY

Terms: Full Time (35 hour per week)             

Salary/Rate: $19-$21 per hour
Hours of Work:  Monday - Thursday: 12:00pm-7:30pm & Friday: 10:00am - 5:30pm

About Pinnacle Hill Chiropractic

Pinnacle Hill Chiropractic was founded in 2015 by Dr. Michael Penkin and Dr. Sarah Tirimacco with a mission of providing exceptional, patient-centered healthcare to the Rochester community. Since then, the practice has grown into a multidisciplinary team consisting of Doctors of Chiropractic, Licensed Massage Therapists, and administrative professionals who are committed to delivering an outstanding patient experience.

Located in Brighton, NY, Pinnacle Hill Chiropractic offers chiropractic care, massage therapy, nutrition services, infrared sauna sessions, and wellness-focused programs designed to help patients move, feel, and perform at their best.

At Pinnacle Hill Chiropractic, we believe that every interaction matters. From a patient's first phone call to their final appointment, our team strives to create a welcoming, professional, and supportive environment that exceeds expectations.

Position Summary

Pinnacle Hill Chiropractic is seeking a friendly, organized, and service-oriented Patient Experience Assistant to join our administrative team.

This position serves as the first point of contact for our patients and plays a critical role in creating a positive experience throughout their care journey. The ideal candidate is personable, professional, detail-oriented, and enjoys helping people.

This role reports directly to the Office Manager and offers opportunities for professional growth and advancement. As the practice continues to grow, high-performing team members may have the opportunity to develop into a Patient Experience Coordinator role with increased leadership and operational responsibilities. 

Patient Experience & Front Desk Operations

• Greet patients and visitors in a warm, professional manner.
• Answer incoming phone calls and respond to patient inquiries.
• Schedule, reschedule, and confirm appointments.
• Collect payments and assist with basic billing questions.
• Check patients in and out for appointments.
• Assist patients with forms, paperwork, and general office processes.
• Maintain patient confidentiality and comply with HIPAA requirements.
• Support the overall patient experience by addressing concerns and escalating issues when appropriate.

Administrative Support

• Monitor provider schedules and assist with schedule optimization.
• Respond to voicemail messages and patient communications.
• Assist with patient reactivation and follow-up initiatives.
• Maintain accurate patient records within the practice management system.
• Support administrative projects as assigned.

Office Operations

• Perform opening and closing procedures.
• Assist with light cleaning and laundry duties as needed.
• Maintain the appearance and cleanliness of the reception area, lobby, and common spaces.
• Prepare and clean the infrared sauna room between sessions.
• Assist with office organization and inventory-related tasks.

Ideal Candidate

The ideal candidate is confident, personable, and proactive. They genuinely enjoy interacting with people and are energized by creating exceptional experiences for patients and visitors. They are comfortable initiating conversations, answering questions, addressing concerns, and navigating challenging situations with professionalism and empathy.

This individual is a natural problem solver who takes ownership of their responsibilities and looks for opportunities to help without needing constant direction. Rather than waiting to be told what needs to be done, they actively identify ways to improve the patient experience, support their teammates, and contribute to the success of the practice.

Successful candidates are strong communicators who remain calm and composed under pressure, can confidently handle difficult conversations when necessary, and are comfortable serving as a resource for both patients and team members. They possess a positive attitude, strong attention to detail, and the ability to multitask in a fast-paced healthcare environment.

We are looking for someone who is eager to learn, grow, and develop professionally. This role offers a pathway into increased responsibility and leadership opportunities for individuals who demonstrate initiative, accountability, and a commitment to excellence.

The ideal candidate aligns with Pinnacle Hill Chiropractic's core values of delivering high-quality patient care, practicing with honesty and integrity, embracing a growth mindset, encouraging collaboration, demonstrating accountability, and exceeding expectations.

Required Qualifications

• High school diploma or equivalent.
• Strong customer service and communication skills.
• Proficiency with computers and common office software.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Previous customer service, hospitality, retail, or healthcare experience.
• Experience working in a medical, chiropractic, physical therapy, or wellness setting.
• Experience with scheduling software or electronic health record systems.

Benefits & Perks

At Pinnacle Hill Chiropractic, we believe in taking care of our team so they can continue providing exceptional care and service to our patients.

Eligible full-time team members enjoy:

• Paid Time Off (PTO) annually, available for vacation, personal time, illness, or mental health days
• Employer-sponsored health insurance with shared premium contributions
• Optional dental and vision insurance plans
• Employer-paid disability insurance
• Retirement savings plan eligibility after 90 days of employment
• Paid holidays in accordance with the company holiday schedule
• Bereavement leave
• Complimentary chiropractic care
• Discounted massage therapy services
• Employee discounts on retail products and wellness services
• Opportunities for professional growth and advancement within the organization

Benefits are subject to eligibility requirements and may be modified in accordance with company policy.

Hiring Process & Timeline

Our hiring process is designed to help us find the right fit for both the candidate and our team.

1. Application Review – Applications will be reviewed on a rolling basis.
2. Phone Interview – Selected candidates will be invited to participate in a brief phone interview to discuss their experience, qualifications, and interest in the position. Phone interviews will be conducted throughout June 2026.
3. In-Person Interview – Candidates who advance in the process will be invited to participate in at least one in-person interview at our Brighton office during the week of July 13, 2026.
4. Reference Checks & Offer – Final candidates may be asked to provide professional references before an offer is extended.

Anticipated Start Date: August 10, 2026