Role Description We are hiring a Virtual Front Desk Operator who helps every caller, controls every conversation, and closes every call with a clear next step. This is not a generic answering-service job. You are the front-door operator of a clinic's revenue. This is a remote role through ScaleSource. Your mission is to make sure no pet goes unseen and no client is lost to silence. You are the front door of the clinic. You handle the fear, the questions, and the calendar so the clinical team can handle the animals. You will work across the phone, the Practice Management System, the dialer, and SMS to make sure: - Every caller is qualified fast - Every emergency is caught - Every missed call is recovered - Every conversation ends with a clear next step What You'll Own - Calendar and Scheduling Ownership - Managing the clinic's calendar end to end — triage, scheduling, and missed-call recovery - Qualifying every caller properly so the calendar fills with the right appointments - Booking accurately the first time — right service, right slot, right doctor - Treating the calendar as your personal responsibility - Emergency Triage - Identifying and responding to the 12 life-threatening red flags for emergency triage - Checking every described symptom against the red flags - Qualifying callers quickly and directing them using the G.U.I.D.E. call structure - Never rushing past a red flag to hit a time target - Missed-Call Recovery - Running daily missed-call recovery, touching new leads within 20 minutes - Closing the missed-call recovery queue every day - Treating every missed call as a client actively deciding between you and another clinic - Logging every recovery attempt - Client Communication Systems - Using the Practice Management System (PMS), dialer, and SMS tools to manage client communication - Keeping client records and communication threads accurate and current - Logging every meaningful contact - Scorecard Ownership and Pattern Flagging - Hitting and reporting your weekly scorecard - Improving QA scores week over week through self-review and coaching - Flagging patterns to managers before they become bigger problems Qualifications - 1–5 years of customer-facing phone work — hospitality, dental/medical reception, or salon coordination backgrounds preferred - Native-level English fluency with a warm, calm tone and audible smile - Experience handling a Practice Management System (PMS), dialer, and SMS tool - Must pass a live call simulation, including an emergency triage scenario - Reliable availability across morning (10AM–12PM) and evening (4PM–6PM) U.S. Central Time peak hours - Professional home office setup and reliable internet - Willing to undergo the required training assessment as part of the recruitment process Preferred Qualifications - Veterinary, medical, or dental front desk experience specifically - Experience with U.S.-based customers or U.S.-based companies - Experience being measured on a booking rate, conversion rate, or call scorecard - Experience with missed-call or lead recovery workflows - Experience working within EOS or a scorecard-driven operating system - Conversational Spanish Benefits - Faster Hiring Process — we move quickly, communicate clearly, and don't leave candidates guessing - Better Role Matching — you are placed where you can actually perform and grow, not just fill a seat - Real Upside — strong performers unlock raises, long-term stability, and future opportunities - Work With U.S. Operators — direct exposure to clinic owners and operators focused on growth - Real Ownership — we operate on EOS with clear goals, weekly scorecards, and honest feedback

• Answer and direct incoming calls in a highly courteous, professional, and welcoming manner • Monitor and respond to emails and online inquiries promptly, professionally, and efficiently • Schedule appointments and actively manage calendars and meeting room slots for staff as needed • Provide general information about the company, products, or services to clients and customers with complete clarity • Maintain accurate, real-time records of client interactions and update database information in the CRM system • Help with light administrative tasks including data entry, document preparation, and system organizing • Coordinate and manage the virtual ordering of office supplies and administrative essentials • Handle local coordination tasks such as placing lunch orders for scheduled on-site team meetings • Communicate effectively with internal teams and departments to ensure overall operational harmony

• Understand guests needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel • Greet and provide customer service to guests while anticipating their needs • Fulfills special requests made by hotel guests and participates in the organization of special events • Arrange events, excursions, transportation etc. upon request from hotel residents • Schedules and assigns daily work assignments the guest services team and oversees completion of tasks • Coordinate guest itineraries, prior to the guest’s arrival, for requests received via phone, fax and e-mail

Role Description We are hiring a Virtual Front Desk, who is people-focused, who loves helping others and creating a great first impressions. At Wright Physical Therapy, we are on a mission to be Idaho’s most sought-after physical therapy company for diagnosing and treating joint, spine, and sports-related injuries. But our vision extends beyond physical health—we aim to inspire joy and make a meaningful impact in every life we touch. When you join Wright Physical Therapy, you’re not just starting a job—you’re becoming part of a movement. Together, we inspire joy, foster growth, and change lives. BE A PART OF SOMETHING BIGGER. - Greet and check-in new and returning patients virtually with a warm, welcoming, and professional tone - Verify and update patient demographic and insurance information - Coordinate with the front office teams at the clinic level to flag any check-in issues - Communicate patient balances clearly and with empathy - Collect copays, deductibles, and outstanding balances - Maintain patient charts and electronic medical records - Electronic scheduling Qualifications - High school graduate or equivalent, college degree preferred - 2+ years of previous medical front office experience preferred - Excellent communication skills - Close attention to detail - Great time management and organizational skills - Team player attitude and energetic with a focus on excellent customer service Benefits - Comprehensive medical insurance plans - HSA and PPO Options - Dental and vision insurance - Paid holidays & time off - 401K - Integrated mentorship program - Customized EMR