Role Description This is a remote position. Virtual Rockstar is hiring a full-time Appointment Setter & Patient Intake Specialist on behalf of our client, a growing outpatient physical therapy practice located in North Carolina. This role is critical to the clinic’s growth and daily operations. The ideal candidate will serve as the first point of contact for new patient inquiries and referrals, ensuring that incoming leads are responded to quickly, scheduled efficiently, and guided through the intake process. This is not a passive administrative role. The position requires strong phone communication skills, a patient-focused mindset, and the ability to confidently guide conversations toward scheduling evaluations and reducing no-shows.

Responsibilities

• Appointment Setting & Lead Conversion
• Respond quickly to inbound patient inquiries via phone, text, and email
• Convert incoming leads into scheduled patient evaluations
• Contact website leads, physician referrals, and marketing inquiries
• Educate prospective patients on how physical therapy can help address their condition
• Guide conversations toward booking evaluations or appropriate screening calls
• Handle patient objections professionally and confidently
• Follow a structured follow-up cadence to ensure no opportunities are lost
• Confirm scheduled appointments and help reduce no-show rates
• Patient Intake & Documentation
• Manage new patient intake workflows and documentation
• Enter and maintain patient information accurately within the EMR
• Ensure patient records remain organized and up to date
• Monitor clinic email inbox and respond to patient communication
• Document all interactions clearly and accurately within the system
• Referral Management
• Contact physician-referred patients promptly to schedule evaluations
• Track and document referral sources accurately
• Support intake for personal injury cases and capture relevant information (attorneys, adjusters, etc.)
• Maintain professional communication with referring providers and partners
• Patient Reactivation & Outreach
• Work through lost patient logs to reconnect with previous patients
• Reactivate discharged patients who may benefit from continued care
• Reach out to patients who have met deductibles or may benefit from follow-up services
• Support reactivation campaigns and outreach initiatives
• Scheduling & Administrative Support
• Manage appointment calendars and schedule patient evaluations
• Send appointment reminders and confirmations
• Respond to patient inquiries via phone and email
• Maintain waitlists and help fill scheduling gaps
• Coordinate schedules with clinical staff to optimize provider availability
• Tools & Systems
• The practice currently uses:
• PromptEMR
• Weave (phone and messaging system)
• Asana
• Microsoft Teams
• Outlook
• GoHighLevel (GHL) for lead tracking and follow-up workflows
• Candidates should be comfortable working across multiple systems while communicating with patients.

Qualifications

• Prior experience in appointment setting, patient intake, medical front desk, or lead conversion roles
• Strong phone presence with clear and professional English communication
• Experience working in healthcare, physical therapy, or medical administration preferred
• Ability to explain healthcare services clearly and confidently
• Strong organizational and documentation skills
• Comfortable multitasking across scheduling, CRM, and EMR systems
• Ability to work independently while maintaining accountability for results

Top Non-Negotiables

• Strong objection-handling skills when speaking with prospective patients
• Ability to confidently explain how physical therapy can help patients
• Professional communication, honesty, and reliability

Benefits

• Competitive salary commensurate with experience.
• Opportunities for professional development and growth.
• Work in a dynamic and supportive team environment.
• Make a meaningful impact by helping to build and strengthen families across the globe.