Front Desk / Back Office Assistant

Job Description

Job Description

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

At

Ethos Health Group

, our Front Desk / Back Office Assistant play's 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 / Back Office Assistant helps create an environment where patients feel welcomed, informed, respected, and confident in the care they receive. Purpose of the Role

The Front Desk / Back Office Assistant is responsible for supporting the daily front and back 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 patient care, clinical support

, communication, scheduling, administrative support, organization, and teamwork. What You'll LeadCreate 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 and Back Office

Great offices don't happen accidentally. You will help create the organization and accountability that keeps the front and back 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 / Back Office Assistant 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 / Back Office Assistant

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 cared for, Providers 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 Patients feel cared for and comfortable 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 Providers feel supported and prepared Is willing to learn, grow, and accept feedback Our Leadership Mindset

At Ethos, leadership is not simply about having authority—it's about

serving others, taking responsibility, creating clarity, developing people, and setting an example worth following. We want our Front Desk / Back Office Assistant to demonstrate: Accountability Integrity Professionalism Hospitality Compassion Attention to detail Teamwork Reliability Positive attitude Patient-first mindset Willingness to learn and grow Your actions directly influence a patient's experience, your teammates' experience, and the overall success of the office. Schedule

Ethos Health Group offices are open: Monday–Friday |

8:45 AM–6:00 PM Based in our

Lakeland, FL

Office Schedule and coverage requirements may vary based on office and operational needs. QualificationsRequired

High school diploma or equivalent Excellent written and verbal communication skills Strong customer-service skills Professional and friendly demeanor Strong organizational and time-management skills Excellent attention to detail Ability to multitask in a fast-paced environment Ability to maintain patient confidentiality Comfortable using computers, EHR systems, phones, and office technology Ability to work effectively as part of a team Ability to maintain professionalism in challenging situations Willingness to learn and follow company procedures Preferred

Previous experience in a medical office, healthcare, customer service, or administrative environment Previous front desk or receptionist experience Experience with an EHR or scheduling system Experience handling a high volume of phone calls Experience with patient scheduling and coordination Familiarity with HIPAA requirements Experience communicating with medical providers, attorneys, or insurance companies What We’re Looking For

Welcoming. Organized. Accountable. Efficient. Positive. Patient-focused. If you take pride in creating a great first impression, enjoy helping people, and thrive in a fast-paced team environment, this role gives you the opportunity to make a meaningful difference in the patient experience every day.