Front Desk / Back Office Assistant

Ethos Health Group LLC•Lakeland, FL

1d•Onsite

About The Position

At Ethos Health Group, our Front Desk / Back Office Assistant plays 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. 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, 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, and every patient interaction reflects the standards and hospitality of Ethos. This role combines patient care, clinical support, communication, scheduling, administrative support, organization, and teamwork.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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
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