Front Desk Receptionist

Job Title: Front Desk Receptionist

Job code: AB-AMS

Position type: Full-Time

Work hours: 9:00 AM to 5:00 PM Pacific Standard Time

Work days: Monday to Friday

Salary: $5/hr - $6/hr, depending on experience

Workplace: Remote

Preferred Candidate Location: Philippines

About Our Client

Our client is a growing, multi-location mental health clinic dedicated to providing compassionate, accessible, and patient-centered care. Their team supports individuals across multiple locations, and the front desk plays a vital role in creating a positive patient experience from the very first interaction.

They are seeking a reliable, calm, and professional Front Desk Receptionist to serve as the primary point of contact for patients. This is a fast-paced, high-responsibility role that requires excellent phone etiquette, strong organizational skills, and the ability to confidently manage very high call volumes.

You will be responsible for ensuring that patient calls, messages, and appointments are handled accurately and efficiently, while maintaining a friendly and reassuring presence. This role is critical to keeping clinic operations running smoothly and ensuring patients feel heard, supported, and cared for.

Key Responsibilities:

• Answer and return all incoming patient calls (high call volume)
• Manage voicemail overflow and ensure no missed or ignored messages
• Schedule, reschedule, and confirm patient appointments accurately
• Update patient information and notes in the EMR system (Tebra/Kareo)
• Assist patients with general clinic inquiries in a calm and professional manner
• Coordinate messages between patients and healthcare providers
• Support multiple clinic locations with call routing and scheduling
• Assist patients with telehealth links or basic access issues as needed
• Monitor and manage email and text messages (sorting, responding, prioritizing)
• Send basic email or text communications, including newsletters when required
• Prepare simple logs, lists, or notes to keep front desk operations organized
• Direct billing-related questions to the appropriate internal team
• Maintain a friendly, professional, and reassuring phone presence at all times
  

Performance Expectations (KPIs)

• Efficient handling and return of high-volume patient calls
• Zero missed or ignored voicemails
• Accurate appointment scheduling and EMR documentation
• Effective coordination of front desk operations across multiple clinic locations
• Consistent daily call answer/return targets met

Experience & Professional Skills

• Prior experience handling high-volume medical or healthcare calls (strongly preferred)
• Experience with EMR systems (Tebra/Kareo highly preferred)
• Familiarity with appointment scheduling tools
• Professional, patient, calm, and friendly communication style
• Ability to represent the clinic positively and professionally over the phone
• Experience using Google Workspace and Microsoft Office
• Vonage VoIP experience is a plus but not required

Core Skills & Qualities

• Calm under pressure and able to manage stressful situations
• Comfortable handling very high call volume
• Strong multitasking ability (multiple phone lines, calls on hold, concurrent tasks)
• Organized, detail-oriented, and highly reliable
• Strong English verbal and written communication skills
• Responsive, dependable, and punctual

Basic Requirements

• Must speak and write clear, fluent English
• Must have relevant work experience
• Must submit an NBI Clearance and/or Local Police Clearance prior to onboarding (mandatory)
• Must be available for video meetings with camera on when required

Technical requirements

• Device: Reliable laptop or desktop computer.
• Internet: High-speed connection (minimum 10 Mbps).
• Audio: Noise-canceling headset.
• Video: Webcam for virtual meetings.
• Workspace: Quiet, professional environment

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, guidance, contract matters, and client communication.
• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.
• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.
• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to the client’s needs and schedule.
• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.
• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.
• Optional Performance-Based Incentives: Some clients may offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, training, or allowances listed are optional contractor perks and not employee benefits.