Care Coordinator - Front Desk

Peak Physical Therapy•Pasco, WA

About The Position

At Confluent Health and its affiliated brands, Care Coordinators are central to the patient experience and serve as the first voice patients hear and the first face they see. The role sets a welcoming, organized, and professional tone from the first call through each visit. It is a fast-paced, multitasking position that requires organization, follow-through, and ownership, with a direct impact on patients and the clinical team. The Care Coordinator handles front desk operations and supports patient scheduling, referrals, payments, and patient flow while protecting privacy and upholding HIPAA standards. No prior medical experience is required; comprehensive training is provided in EMR navigation, insurance fundamentals, scheduling workflows, and phone etiquette, along with structured onboarding and ongoing clinic leadership support. Clear growth pathways are available, including progression into clinic management, operations, and leadership roles.

Requirements

High school diploma or GED.
At least one year of experience in a customer-facing or patient-facing role, such as retail, hospitality, call center, medical reception, or another setting involving regular public interaction in person or over the phone.
Ability to manage multiple tasks while remaining organized and detail-oriented.
Comfort and confidence communicating by phone, including handling incoming calls with patience and professionalism.
Basic computer proficiency, including ability to learn new systems, navigate scheduling software, send emails, and work in spreadsheets.

Responsibilities

Create a welcoming, professional first impression for patients, visitors, and referral sources.
Handle front desk operations, including patient check-in and check-out, scheduling, insurance verification and authorization, and phone calls.
Review, schedule, and follow up on incoming referrals by gathering information, creating or updating patient records, and explaining next steps to patients.
Keep patient flow and schedules moving by confirming appointments, working waitlists, filling cancellations, and following up with patients who need future visits.
Collect copays, balances, and other patient payments accurately and professionally, including basic payment tracking or reconciliation when needed.
Protect patient privacy and uphold HIPAA standards in front desk interactions and documentation.