Appointment Setter and Patient Coordinator

Now Hiring: Virtual Appointment Setter & Patient Coordinator

Hartley Chiropractic Center — Clearwater & Seminole, Florida
Remote • Full-Time • $8 USD/hour + Commission
Monday–Friday • Eastern Time

Why This Role Exists
Hartley Chiropractic Center is a growing, family-centered chiropractic practice with two locations in Pinellas County, Florida, on the Gulf Coast between Tampa and Clearwater Beach. Our team helps patients of all ages improve their health naturally through corrective chiropractic care, prenatal and pediatric care, non-surgical spinal decompression, neuropathy care, functional medicine, and auto-a ---------- care.

Our in-office team is focused on creating an exceptional experience for the patients standing in front of them. We are hiring a confident, warm, and results-driven Virtual Appointment Setter & Patient Coordinator to take ownership of incoming leads, appointment setting, follow-up, and patient communication.

This is not simply an administrative position. You will be the first voice many prospective patients hear, and your ability to connect with them may be the reason they finally receive the help they need.

About Hartley Chiropractic Center
Hartley Chiropractic Center has served Pinellas County for more than 16 years. We are a second-generation, doctor-owned practice with an all-female chiropractic team serving patients from our Clearwater and Seminole offices.

Our mission is to help practice members reach their full health potential without the use of drugs or surgery, educate our community, and create generational health.

Our core values are:

• Commitment
• Excellence as a Standard
• Education
• High Energy
• Impact

We are known for taking on challenging cases and helping people who may have started to lose hope. We care deeply about our patients, but we also believe in accountability, measurable results, clear communication, and consistent follow-through.

The Role
As our Virtual Appointment Setter & Patient Coordinator, you will be responsible for helping prospective and existing patients take the next step in their care.

You will respond to incoming inquiries, answer calls, make outbound calls, schedule new patients, confirm appointments, recover cancellations, follow up with leads, and reconnect with former patients.

You will work closely with our Office Manager, doctors, in-office patient coordinators, and marketing team. You must be comfortable working independently while staying in constant communication with the team.

This is a long-term, full-time remote contractor position working during Hartley Chiropractic Center’s lead-response and operating hours in the Eastern Time Zone.

What You Will Do
Lead Response and Appointment Setting

• Respond to new leads within three minutes during assigned working hours.
• Manage leads received through our website, phone calls, online advertising, social media, referrals, community events, and other marketing campaigns.
• Answer incoming new-patient calls with warmth, professionalism, confidence, and urgency.
• Make outbound calls to prospective patients who have requested information.
• Learn how to explain our services and new-patient offers clearly and accurately.
• Ask thoughtful questions to understand what each prospective patient needs.
• Guide qualified callers toward scheduling their first appointment.
• Schedule appointments accurately in ChiroHD and verify all required information.
• Send appointment confirmations, forms, texts, email s, and reminders.
• Track every lead from the first contact through the scheduled appointment and completed new-patient visit.
• Make sure every lead receives consistent follow-up and does not quietly go cold.

Follow-Up and Patient Coordination

• Follow established call, text, and email sequences for leads who do not schedule during the first conversation.
• Confirm upcoming new-patient appointments.
• Ask whether there is any reason the patient may be unable to attend.
• Follow up immediately with patients who miss or cancel an appointment.
• Recover cancellations and help patients reschedule.
• Contact former patients for reactivation and re-care opportunities.
• Work assigned call lists completely and on time.
• Help existing patients with scheduling questions and appointment coordination.
• Escalate clinical, billing, insurance, or sensitive patient questions to the appropriate team member.

CRM and Record Management

• Document every call, text, appointment, follow-up attempt, and outcome.
• Maintain accurate patient and lead records in ChiroHD and our lead-management systems.
• Update lead statuses and next steps so the entire team can see where each person stands.
• Protect patient confidentiality and follow all HCC privacy and HIPAA policies.
• Use only assigned accounts and approved systems when accessing patient information.
• Never download or store patient information on a personal device.
• Maintain organized follow-up lists and complete assigned tasks by their deadlines.

Sales Communication

• Present our new-patient offers with confidence and clarity.

• Communicate the value of coming into the office without diagnosing, making guarantees, or giving clinical advice.

• Respond professionally to common objections, including:
• “I need to think about it.”
• “I need to speak with my spouse.”
• “I will call you back.”
• “I need to check my schedule.”
• “How much will this cost?”
• “Do you accept my insurance?”

You must be able to adjust your communication style for parents, pregnant women, active adults, patients in chronic pain, people with disc injuries, neuropathy patients, and auto-a ---------- patients.

You must help callers feel heard, understood, hopeful, and confident about scheduling.

Team Communication

• Communicate consistently with the HCC team through Slack and other approved systems.
• Acknowledge team messages promptly so the sender knows they were received.
• Attend scheduled virtual meetings, coaching sessions, and training.
• Submit an accurate end-of-day report.
• Report daily results, questions, problems, recurring objections, lead-quality concerns, and missed opportunities.
• Accept coaching professionally and apply feedback quickly.
• Contribute ideas that may improve lead response, patient communication, appointment conversions, and show rates.

Required Experience and Skills

• Excellent spoken and written English is required.
• A clear, warm, confident, and professional phone voice is required.
• Previous phone-sales or appointment-setting experience is required.
• Previous experience using a CRM or structured lead-management system is required.
• At least two years of experience in appointment setting, inside sales, customer service, lead follow-up, or another phone-based role is strongly preferred.
• Experience in chiropractic, dental, wellness, physical therapy, med-spa, or a related practice is a strong advantage.
• Comfortable making a high volume of outbound calls when necessary.
• Able to move confidently between phone calls, text messages, email , Slack, ChiroHD, and a CRM.
• Fast and accurate typing.
• Strong attention to detail and reliable follow-through.
• Comfortable being measured by specific performance goals.
• Available to work the complete assigned HCC schedule in the Eastern Time Zone.
• Reliable high-speed internet, a dependable computer, a professional headset, and a private, quiet workspace are required.
• A backup plan for internet or power interruptions is strongly preferred.

Personal Qualities That Will Make You Successful
Warmth- Patients should be able to hear your smile. You can make someone feel genuinely cared for while still guiding the conversation toward a decision.

Confidence- You are comfortable asking for the appointment. You do not end every conversation with, “Just call us back when you are ready.”

Urgency-You understand that a delayed response can mean a lost patient. You take prompt action without making callers feel pressured.

Persistence-You can hear “not yet,” continue following the process, and remain positive and professional.

Ownership-You take responsibility for your leads, follow-up tasks, documentation, and results. You do not wait for someone to remind you about unfinished work.

Organization-You can manage multiple conversations and follow-up dates without losing important details or allowing leads to disappear.

Coachability-You welcome direct feedback, practice new scripts, and make corrections quickly.

Integrity-You handle private patient information responsibly, document conversations accurately, and speak honestly about your results.

Heart for Helping People-Many of our patients have lived with pain or declining health for years. You should genuinely care about helping them take the first step toward receiving care.

What Success Looks Like
During your first 90 days, we will train and evaluate you using the following performance measures:

• Average lead-response time
• Percentage of new leads contacted within three minutes
• Contact rate
• Lead-to-appointment conversion rate
• New-patient show rate
• Number of qualified new patients who complete their appointments
• Outbound call volume
• Completion of assigned follow-up tasks
• Cancellation and missed-appointment recovery
• Reactivation appointments scheduled
• Accuracy and completeness of CRM and ChiroHD documentation
• Reliability, attendance, communication, and responsiveness
• Quality of patient conversations
• Compliance with HCC procedures and privacy requirements

The goal is not simply to make a large number of calls. The goal is to create quality conversations that result in qualified patients scheduling and keeping their appointments.

Compensation

• Base pay: $8 USD per hour**
• Commission:** Earned in addition to base pay and tied directly to booked and showed new-patient appointments. The stronger your performance, the more you can earn—THERE IS NO COMMISSION CAP. The complete commission structure will be reviewed and confirm