Front Desk Receptionist

Front Desk Receptionist – Brighton

Location: Brighton, Colorado

Employment Type: Full-Time

Department: Clinic Operations

Company: Power Health Colorado (PHCO)

Position Summary

Power Health Colorado is seeking a high-performing, professional, and highly organized Front Desk Receptionist for our Brighton clinic.

The Front Desk is the first and last impression our patients have of PHCO. This position is much more than answering phones and checking patients in. The person in this role is responsible for owning the patient experience, maintaining schedule integrity, supporting clinic flow, and ensuring every patient receives a professional and welcoming experience from arrival through checkout.

We are looking for someone who is confident, proactive, dependable, and comfortable taking ownership of a busy medical office.

Key Responsibilities

Patient Experience

• Greet and acknowledge every patient immediately upon arrival.
• Create a welcoming, professional, and positive environment at all times.
• Build rapport with patients rather than relying on generic or transactional interactions.
• Communicate delays, scheduling changes, and next steps clearly and professionally.
• Protect patient confidentiality and maintain HIPAA standards.
• Handle patient concerns professionally and escalate issues appropriately.

Scheduling & Clinic Flow

• Manage provider and therapy schedules throughout the day.
• Monitor arrivals, late patients, cancellations, and no-shows.
• Communicate continuously with clinical staff to maintain efficient patient flow.
• Identify schedule gaps and proactively work to fill available appointments.
• Schedule follow-up appointments according to the patient's plan of care.
• Ensure patients leave the clinic with their next appropriate appointment scheduled.
• Maintain accurate demographic, insurance, attorney, Workers' Compensation, and case information.

Phones & Communication

• Answer incoming calls promptly, professionally, and with a positive tone.
• Assist patients with scheduling, rescheduling, directions, general questions, and appropriate routing.
• Document messages accurately and ensure they reach the appropriate team member.
• Return assigned calls and follow up on outstanding patient communication.
• Monitor voicemail and other assigned communication channels.
• Avoid unnecessary transfers by resolving appropriate requests at the Front Desk whenever possible.

Check-In & Checkout

• Complete patient check-in accurately and efficiently.
• Verify required patient and case information.
• Ensure required forms, signatures, identification, and documentation are completed.
• Collect applicable payments when required.
• Complete checkout and schedule future appointments.
• Review upcoming appointments with patients before they leave.
• Ensure incomplete administrative items are resolved or appropriately escalated.

Schedule Optimization

• Monitor upcoming schedules for openings and opportunities.
• Contact patients to fill cancellations and open appointment times.
• Assist with reminder and confirmation calls.
• Help reduce preventable no-shows and same-day cancellations.
• Identify patients who are falling out of their recommended treatment schedule and communicate appropriately with the clinical or case management team.

Clinic Operations

• Maintain an organized and professional Front Desk and waiting area.
• Coordinate closely with Medical Assistants, providers, rehabilitation staff, Case Management, and leadership.
• Identify operational problems before they negatively impact the patient experience.
• Assist with administrative projects and clinic initiatives as assigned.
• Maintain accurate documentation within PHCO systems.
• Support other PHCO locations or departments when operationally necessary.

Performance Expectations & KPIs

This position is accountable for measurable clinic performance, including:

• Patient Acknowledgment: 100% of arriving patients promptly greeted
• Phone Performance: Calls answered promptly and professionally
• Checkout Completion: 100% of applicable patients offered/scheduled for their next appointment before leaving
• Scheduling Accuracy: Accurate appointment type, provider, location, and timing
• Patient Information Accuracy: Complete and accurate demographic/case information
• No-Show & Cancellation Management: Consistent outreach and documentation
• Schedule Utilization: Active effort to fill cancellations and available appointments
• Communication: Accurate and timely routing of patient messages
• Patient Experience: Consistently professional interactions and positive patient feedback
• Attendance & Reliability: Consistent punctuality and dependable attendance

Qualifications

Required

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication.
• Professional appearance and demeanor.
• Strong organizational skills and attention to detail.
• Ability to multitask in a fast-paced medical environment.
• Comfortable using computers, phones, scheduling software, and electronic medical records.
• Ability to remain professional when working with frustrated or challenging patients.
• Reliable attendance and punctuality.

Preferred

• Previous medical Front Desk, Patient Services, or healthcare administrative experience.
• Experience with eClinicalWorks (eCW) or another EHR.
• Experience with Workers' Compensation and Personal Injury patients.
• Understanding of medical scheduling and multidisciplinary healthcare.

Bilingual English/Spanish strongly preferred.

Who We Want

We are looking for someone who naturally takes ownership.

You notice the patient standing at the desk before they have to ask for help. You see the opening in tomorrow's schedule and start working to fill it. You recognize when a patient is leaving without their next appointment and fix it. You communicate with the clinical team when the schedule starts falling behind.

You don't wait to be told what needs attention.

At PHCO, the Front Desk plays a critical role in both patient experience and clinic performance.

We are not looking for someone who simply wants to sit at a desk and answer phones. We are looking for someone who wants to run an excellent Front Desk and help the entire Brighton clinic succeed.

About Power Health Colorado

Power Health Colorado is a multidisciplinary healthcare organization providing medical, rehabilitation, and coordinated care services across Colorado.

Our standards are high because our patients deserve more than an average medical-office experience. We expect our team members to be engaged, professional, accountable, and committed to delivering an exceptional patient experience.

Power Health Colorado is an Equal Opportunity Employer.