Front Office Coordinator Float

Athletico•Mi, MI

About The Position

The Patient Experience Coordinator (PEC) Float supports a group of clinics as a flexible front-office resource, providing patient service and operational coverage where needed. The role receives day-to-day coverage priorities through the regional Patient Experience team and partners with Clinic Managers, clinic teams, and Patient Experience leaders. It helps protect clinic continuity during PTO, vacancies, call-offs, high-volume periods, onboarding, and transitions, while reinforcing consistent standards and a seamless patient experience across assigned clinics. The Float provides front-office coverage, manages schedules and patient onboarding, supports insurance verification and payment collection, and coordinates patient communications as directed. The role also reinforces Patient Experience standard operating procedures, supports and coaches PECs, observes and audits workflows, and maintains clear handoffs between clinics. Regular travel between assigned clinics is an essential function. Remote or hybrid operational work may also be assigned.

Requirements

High school diploma or equivalent required.
Ability to read, write, and speak English proficiently.
Strong customer service, communication, and interpersonal skills, including the ability to build rapport quickly with new teams and adapt to different clinic environments.
Working knowledge of insurance verification, authorizations, and time-of-service collections, or demonstrated ability to learn quickly.
Proficiency with scheduling and EMR systems and Microsoft Office, and ability to learn new systems, including Raintree.
Strong organization, time management, and reliability; ability to work independently with minimal day-to-day supervision.
Ability to fulfill office activities, including remaining stationary for extended periods, stooping, kneeling, crouching, traveling around the office, communicating verbally and in writing, and using fine motor skills for hand manipulation and keyboarding.
Ability to see at close range and at a distance, use peripheral vision and depth perception, and adjust focus.
Ability to travel regularly between assigned clinics.
Valid driver's license, reliable transportation, and proof of insurance.

Nice To Haves

Associate or bachelor's degree preferred.
At least 1 year of customer service, healthcare front-office, or administrative experience preferred.
Prior PEC or medical front-desk experience strongly preferred.
Experience supporting multiple locations or working in coverage or float capacities is a plus.

Responsibilities

Provide professional, friendly, and compassionate service to patients, caregivers, and clinic teams, including issue resolution and service recovery.
Manage clinic schedules at assigned locations, matching patients with appropriate clinicians and maintaining access and patient flow.
Complete new-patient onboarding, including orientation, demographic and insurance data gathering, payment expectations, and warm handoffs to clinic staff.
Verify patient insurance; support authorization and pre-certification requirements; communicate benefits and payment options; and escalate barriers through established workflows.
Collect time-of-service payments and support patient balance conversations according to company standards.
Coordinate patient-progress communication with physicians, nurse case managers, adjusters, and attorneys as directed by clinic priorities.
Support patient expectations for visit frequency, scheduling, discharge planning, and post-care questions, partnering with treating clinicians for clinical guidance.
Execute and reinforce Patient Experience SOPs across assigned clinics, following local workflows only when approved and consistent with standard work.
Provide front-desk coverage for PEC PTO, vacancies, call-offs, leaves of absence, clinic openings, transitions, and high-volume periods.
Support new or struggling PECs through shadowing, side-by-side coaching, and SOP reinforcement; provide the regional Patient Experience team with feedback on progress and barriers.
Complete assigned process audits, observations, and adherence checks to identify workflow variation and improvement opportunities.
Maintain coverage handoffs by reviewing clinic notes before arrival, documenting work completed, and communicating open items to PECs and clinic leadership.
Travel between clinics as assigned and responsibly manage time, mileage, equipment, and clinic access; flag barriers affecting coverage.
Support assigned remote or hybrid operational work, including patient outreach, report cleanup, authorization follow-up, and multi-clinic task support.
Adopt new systems and workflows, including the Raintree EMR, and support consistent use across covered clinics.
Support clinic culture and patient recognition moments in partnership with the clinical team.
Receive clinic assignments, coverage priorities, SOP guidance, and escalation direction through the regional Patient Experience team.
Partner with Clinic Managers and clinic teams while covering in clinic, aligning on daily priorities, schedule needs, and clinic-specific handoffs.
Handle routine front-office tasks independently within established SOPs and escalate policy exceptions, patient complaints, unresolved insurance or authorization barriers, and resource needs.
Share best practices and recurring barriers as a cross-clinic resource and process observer to improve consistency across the region.