Role Overview:
We're looking for a dedicated and compassionate team member to serve as a Patient Experience Support Care Advocate (CA). This role is critical in executing day-to-day operational elements that create exceptional patient experiences throughout the care journey. You'll serve as the frontline support for patient interactions, care plan adherence, new patient integration, and administrative excellence, ensuring seamless patient experiences while maintaining operational efficiency and supporting the overall patient experience strategy.
Key Responsibilities:
In-Office Patient Experience Excellence
- Execute exceptional patient experience protocols at every touchpoint, creating welcoming, professional, and caring interactions that serve as the primary face of the practice
- Greet and welcome all patients with warmth, professionalism, and genuine care
- Monitor patient satisfaction through direct observation and informal feedback collection
- Provide immediate support and resolution for patient concerns or questions
- Maintain professional appearance and demeanor that reflects practice values
- Assist patients with forms, directions, and general practice information
- Create positive first and lasting impressions for all patient interactions
Care Plan Compliance & Support
- Support patient adherence to prescribed care plans through proactive communication, education reinforcement, and accountability follow-up
- Conduct patient check-ins regarding care progress and adherence
- Send appointment reminders and follow-up communications as scheduled
- Track patient attendance and identify compliance concerns for escalation
- Provide patients with educational materials and compliance resources
- Coordinate with clinical team regarding patient progress and barriers
- Support patients in overcoming scheduling and logistical barriers to care
New Patient Coordination & Follow Up
- Coordinate new patient experience from initial inquiry through care plan commitment, maintaining a healthy consultation to conversion rate
- Execute new patient welcome protocols and onboarding procedures
- Coordinate new patient appointment scheduling and confirmation
- Conduct systematic follow-up calls with new patients post-consultation
- Address new patient questions and concerns with empathy and expertise
- Track new patient progression through care journey and escalate concerns
- Support conversion efforts through authentic patient education and care
Financial ROFs (Report of Findings) Support
- Support financial consultation process by preparing patients for care plan discussions, coordinating ROF appointments, and providing administrative assistance during presentations
- Prepare patients for financial consultations through pre-ROF communication
- Coordinate ROF appointment scheduling and confirmation
- Process financial agreements and payment arrangements
- Follow up with patients regarding financial questions or concerns
- Support patients in understanding the benefits of direct pay vs insurance and payment options available
Patient Scheduling Excellence
- Manage patient appointment scheduling with excellence, optimizing clinical team schedules while accommodating patient preferences and complex scheduling needs
- Handle appointment changes, cancellations, and rescheduling requests
- Coordinate complex scheduling needs and special appointment requirements
- Maintain accurate scheduling records and update patient information
- Monitor schedule gaps and proactively fill appointment openings
- Support last-minute appointment availability
Office Support & Administrative Excellence
- Provide essential administrative and operational support that maintains a professional, organized, and efficient practice environment
- Maintain organized and professional front office, reception, connection area, adjusting rooms, report rooms, scan rooms, break area, play areas, recording room, and storage rooms
- Support inventory management and office supply coordination
- Assist with patient communication including phone calls, emails, and messaging
- Provide backup support for various administrative functions as needed
- Support special projects, events and practice growth initiatives
Workshop & Community Connection Event Support
- Support community workshops and events through logistics coordination, patient communication, and follow-up activities
- Collaborate with the Workshops & Community Connections Leads to coordinate logistics for community workshops, summits, and education events
- Assist with event setup, registration, attendee check-in, and material distribution
- Support event marketing efforts through patient communication and invitation distribution
- Process new inquiries and appointments generated from community events and workshops
Key Qualities & Skills:
- Naturally hospitable, calm under pressure, and energized by people
- Exceptional interpersonal and communication skills with ability to create positive patient experiences across all touchpoints
- Confident communicator with a heart for serving families navigating health challenges
- Detail-oriented with high level of accuracy in patient interactions and administrative tasks
- Tech-comfortable and systems-minded, able to learn and use practice management software effectively
- Proactive problem-solving skills to anticipate patient needs and administrative requirements
- Customer-first mindset with commitment to helping patients succeed in their healing journey
- Strong organizational skills to manage complex scheduling and coordinate multiple functions seamlessly
- Ability to multitask effectively during extended periods of standing, interaction, and fast-paced work
- Able to confidently explain the importance of scans, rhythm, and progress throughout the care journey
- Empathy and expertise in addressing patient concerns with warmth and clarity
- Bilingual (Spanish / English) capabilities to serve diverse patient populations (preferred)
- Aligned with the mission of neurologically-focused pediatric chiropractic care
This role is critical in ensuring patients receive exceptional care experiences that drive optimal healing outcomes and practice excellence while supporting the seamless operation of all administrative functions.
Want to learn a little bit more about us? Keep reading!
What We Do:
At Capital District Family Chiropractic (CDFC), we are transforming the health of kids and families for generations to come. CDFC is built with one thing in mind — family health and happiness. Led by Dr. Rhiannon Clauss, the Capital District’s leading Pediatric Chiropractic expert, the team of doctors and care advocates at CDFC is truly the most heart-centered, caring, and experienced team in the world. The combination of educational, practice, and life experience is unlike anything else in health care.
Our team creates an incredible healing experience for the toughest cases such as autism, epilepsy, and special needs, as well as pediatric and family wellness care. We focus on providing both a first-class clinical experience and a first-class patient experience. Our neurologically-focused chiropractic care paired with a truly patient-centered approach provided by our entire team is what truly sets CDFC apart.
Meet Our Founder
Dr. Rhiannon Clauss, Doctor of Chiropractic & Owner
Dr. Rhiannon Clauss is the founder of Capital District Family Chiropractic (CDFC). Here is her “Why”: I was that kid. The kid pulled out of the birth canal with forceps. The colicky baby who then had re-occurring ear infections.The kid who was sick all the time and had daily tummy aches. My parents did everything the pediatricians recommended at the time – but the pediatrician also didn’t seem concerned. “It’s normal”, they said. “She’ll grow out of it.” As I got older, anxiety became an everyday experience for me and menstrual cycles were irregular, but there’s medication for those things, right? Birth control to regulate my cycles, prescriptions to “manage” my anxiety, and a diagnosis of lactose intolerance was all I got from my doctors.
When I was first exposed to chiropractic, it was because I was a Spanish teacher and was teaching the children of chiropractic parents. I had never even heard that word, “chiropractic”, before so I kindly declined adjustments: it seemed scary! But after a month of watching them adjust tiny babies and grandpas and everyone in between, I decided to give it a try – why not?
What I experienced over the next few months didn’t make sense to me! Menstrual cycles: regulated on their own. Anxiety: no more need for medication. Dairy: pass me the scoop. I couldn’t wrap my mind around how these things that the medical doctors had treated as 3 completely separate, common issues were all related to ONE ROOT CAUSE. Why didn’t they know that? It didn’t take long after that for me to change the entire trajectory of my life to become a chiropractor.
Here’s a little secret though: chiropractic school doesn’t prepare you to care for the nervous system. It is focused on spinal alignment, x-rays, orthopedic tests and national board exams. When I found The Pediatric Experience in 2021, it was everything I had been wanting for my patients! True, nervous-system focused chiropractic based on science, measurable outcomes and iNSiGHT scanning technology that gives us a deep look into how the nervous system is functioning.
I am honored to have brought neurologically-focused chiropractic to the Capital District so other families can experience the effects of a nervous system in a state of healing, instead of survival.
Our Values
Ownership: We are accountable for our actions. We speak directly to each other—not about each other. We don’t do meetings after the meeting. We are responsible for creating solutions, owning our impact, and protecting the culture we’re building together.
Called to Serve: We step up, give more than we take, and never let a teammate fall behind.
Excellence: We require excellence. We show up to be our best—because our team deserves it, and the people we serve deserve it even more.
Intentional: We are dedicated to the experience of those we serve. We’re always thinking, improving, and curating the best possible experience within these walls.
Growth: We are heart-centered, humble and hungry to continually grow as individuals and as a team in our relationships and our impact in the community
The Benefits
- Competitive compensation
- Complimentary neurologically focused chiropractic care for yourself and your immediate family
- Opportunity to join the world's most heart-centered, caring, and experienced team of hope dealers
- Experience a direct impact on children and families through neurologically-focused chiropractic care
- Professional growth opportunities within a rapidly expanding practice
- All-In, supportive team environment focused on excellence, continuous improvement, and purpose-driven impact
Pay: From $20.00 per hour
Benefits:
- Employee discount
- Paid time off
- Parental leave
- Professional development assistance
Work Location: In person
