Front Desk Associate

Be the First Impression Who Makes the Difference and the Patient Experience Exceptional

At Ethos Health Group, our Front Desk Associates play a vital role in creating a welcoming, professional, and positive experience for every patient. As the first and last point of contact for many patients, you set the tone for their entire visit.

This is a hands-on position for someone who enjoys helping people, communicating with others, staying organized, and creating an exceptional patient experience. You will work closely with the front and back office teams, providers, attorneys, and patients to ensure the office operates smoothly and efficiently.

The Front Desk Associate helps create an environment where patients feel welcomed, informed, respected, and confident in the care they receive.

Purpose of the Role

The Front Desk Associate is responsible for supporting the daily front-office operations of an Ethos medical office while providing exceptional customer service to every patient.

Your mission is to create an environment where:

• Patients feel welcomed, valued, and cared for
• Patients receive clear and professional communication
• Appointments and patient flow are managed efficiently
• Patient information is accurate and up to date
• Providers and clinical staff are supported
• The front office remains organized and professional
• Administrative responsibilities are completed accurately and timely
• Every patient interaction reflects the standards and hospitality of Ethos

This role combines customer service, communication, scheduling, administrative support, organization, and teamwork.

Create an Exceptional Patient Experience

You will help ensure every patient feels welcomed and cared for from the moment they enter the office.

Responsibilities include:

• Welcome patients with a professional, friendly, and positive attitude
• Check patients in and out efficiently and accurately
• Assist patients with questions, concerns, and general office needs
• Maintain a professional and welcoming reception area
• Communicate appointment information clearly
• Provide patients with appropriate forms, instructions, and paperwork
• Help ensure patients understand the next steps in their care
• Maintain patient privacy and confidentiality
• Create a positive experience during every patient interaction

Own the Rhythm of the Front Office

Great offices don't happen accidentally. You will help create the organization and accountability that keeps the front office running successfully.

You will:

• Manage daily patient check-in and check-out processes
• Monitor the appointment schedule throughout the day
• Communicate with providers and back-office staff regarding patient flow
• Identify scheduling conflicts or delays and help resolve them
• Maintain an organized and efficient reception area
• Assist with opening and closing front-office responsibilities
• Ensure daily administrative tasks are completed accurately
• Help keep the office prepared for the next business day

Scheduling & Patient Coordination

The Front Desk Associate helps patients continue progressing through their recommended care.

Responsibilities include:

• Schedule and confirm patient appointments
• Reschedule appointments as needed
• Coordinate follow-up appointments according to provider recommendations
• Communicate appointment reminders and changes to patients
• Help maintain accurate provider schedules
• Monitor cancellations and no-shows
• Communicate scheduling concerns to the appropriate team member
• Coordinate with other office departments when necessary
• Help ensure patients understand their upcoming appointments

Administrative & Documentation Excellence

Accuracy matters. You will help ensure patient and office information is complete, timely, and reliable.

You will:

• Enter and update patient demographics accurately in the EHR
• Verify patient information, insurance, and contact information as required
• Maintain accurate electronic and physical documentation
• Scan, upload, and organize documents appropriately
• Assist with obtaining required patient paperwork
• Ensure forms are completed and processed correctly
• Follow established documentation procedures
• Protect confidential patient information at all times

Patient Communication & Service

Every interaction is an opportunity to demonstrate the Ethos standard.

You will:

• Answer incoming calls professionally and courteously
• Direct calls and messages to the appropriate team member
• Respond to patient questions within the scope of your role
• Communicate professionally with patients, providers, attorneys, and referral partners
• Handle patient concerns calmly and escalate issues appropriately
• Maintain a positive and solution-focused attitude
• Follow established communication standards and procedures

Protect Our Patients & Our Standards

• Maintain patient confidentiality at all times
• Protect PHI and follow HIPAA requirements and company protocols
• Follow established company policies and procedures
• Ensure patient information is accurate and secure
• Maintain a clean, organized, safe, and professional reception area
• Follow all applicable safety and compliance standards
• Protect company resources and information
• Treat every patient with professionalism, compassion, and respect
• Take ownership of assigned responsibilities
• Communicate concerns promptly and appropriately

What Success Looks Like

A successful Ethos Health Group Front Desk Associate doesn't simply answer phones and check patients in.

They help create an office where:

• Patients feel welcomed the moment they walk through the door
• Patients receive clear and helpful communication
• Appointments are scheduled and managed accurately
• Providers and teammates feel supported
• The front office stays organized and efficient
• Patient information is accurate and handled appropriately
• Problems are identified and addressed proactively
• The patient experience remains the priority

You know you're succeeding when patients feel welcomed, teammates feel supported, schedules stay organized, and the office runs smoothly because you are part of the team.

The Person Who Will Thrive in This Role

You may be a great fit if you are someone who:

• Takes ownership of their responsibilities
• Is dependable and punctual
• Enjoys working with and helping people
• Has a friendly and professional personality
• Communicates clearly and confidently
• Pays close attention to detail
• Is highly organized
• Can multitask in a fast-paced environment
• Remains calm and professional under pressure
• Is comfortable learning new systems and technology
• Works well independently and as part of a team
• Has a positive, solution-oriented attitude
• Takes pride in providing exceptional customer service
• Is willing to learn, grow, and accept feedback

Our Leadership Mindset

At Ethos, leadership is not simply about having authorityit's about serving others, taking responsibility, creating clarity, developing people, and setting an example worth following.

We want our Front Desk Associates to demonstrate:

• Accountability
• Integrity
• Professionalism
• Hospitality
• Compassion
• Attention to detail
• Teamwork
• Reliability
• Positive attitude
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