Ensuring accurate patient intake and financial clearance processes is the core of this front office coordinator role. The Patient Experience Coordinator delivers a seamless and exceptional front-office experience while maintaining compliance, safeguarding data integrity, and supporting revenue cycle performance. This role reports directly to the Clinic Manager and collaborates closely with clinical teams.
Responsibilities
Deliver an exceptional front-office experience by greeting patients warmly, resolving issues promptly, and ensuring positive interactions at every touchpoint
Accurately complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements, to maintain data integrity and compliance
Educate patients on financial responsibilities, payment options, and digital tools (e.g., patient portal) to improve transparency and engagement
Collect time-of-service payments and meet established collection targets to support revenue cycle performance
Manage clinic scheduling workflows to optimize provider availability and patient access, ensuring alignment with organizational standards
Monitor and achieve key performance indicators (KPIs) for registration accuracy, insurance verification turnaround, and patient satisfaction
Collaborate with Patient Experience Specialists (PES), Billing, and Clinical Operations teams to resolve complex insurance or scheduling issues and escalate as needed
Utilize EMR systems, dashboards, and reporting tools to track patient outcomes, identify discrepancies, and support continuous improvement initiatives
Coordinate communication of patient progress notes and plans of care to referral sources in a timely and accurate manner
Support clinic engagement by organizing patient milestone celebrations and community-building activities in partnership with the clinical team
Participate in ongoing training and cross-training programs to maintain proficiency in front-office operations and contribute to team flexibility
Organize activities (e.g., patient’s goal celebrations, holiday celebrations) in coordination with the clinical team
Provide Rehab Aide cross training on front office duties
Requirements
High School Diploma or GED
Excellent customer service skills
Proficient with the use of MS Office, Outlook and Excel
1-2 years of customer service required
Demonstrated ability to deliver exceptional customer service and resolve issues promptly in a high-volume, patient-facing environment
Proficiency in electronic medical record (EMR/EHR) systems and scheduling platforms; ability to navigate dashboards and reporting tools for data accuracy
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Strong understanding of insurance verification processes, prior authorization requirements, and financial clearance workflows
Working knowledge of HIPAA compliance and patient privacy standards
Skilled in Microsoft Office Suite (Outlook, Excel, Word) and collaboration tools (Teams); ability to learn new technologies quickly
Excellent written and verbal communication skills, including the ability to explain financial responsibilities and digital tools to patients clearly
Strong organizational and time management skills with attention to detail and accuracy in data entry
Ability to meet or exceed performance metrics (e.g., registration accuracy, collection targets) and adapt to continuous process improvements
Ability to read, write and speak English proficiently
Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding
Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
Nice to have:
Knowledge of healthcare insurance benefits and coverage preferred
Experience with requesting and managing customer payments preferred
1-2 years of healthcare administration preferred
Benefits
Medical & Rx, Dental and Vision (eligibility begins day one of employment)
Supplemental Life Insurance (Employee, Spouse, Child)
Company Paid Short-Term & Long-Term Disability
Long-Term Disability Buy-Up Option
Company Paid Maternity & Parental Leave
Adoption & Surrogacy Expense Reimbursement
KinderCare Discount
Legal & Credit Monitoring
15 days PTO (accruing starts immediately upon hire)
6 Major Holidays off plus 2 floating holidays yearly
Additional compensation opportunities on top of base pay
Bereavement Time Off & Resources
Commuter: Pre-Tax Transit & Parking
Retirement 401(k) (for 21+) with Per-Pay Company Match
SoFi Financial Wellness Tools & Loan Resources
HUSK Fitness Resources & Gym Discounts
Home, Auto, and Pet Insurance
Employee Assistance Program (EAP)
Employee Discount Program
Important Details
Work environment: Consistent with a standard office environment, noise level is low with little to no extra ordinary environmental factors
About the Company
At Athletico, we believe in the power of support. Physical therapy isn’t just about recovery; it’s about transformation. Our mission is to have extraordinary people improving lives.
Bring your passion—we’ll bring the support.
At Athletico Physical Therapy, we believe that the same care and encouragement we provide our patients should be felt by every team member.
