Front Office Coordinator

Athletico•Durham, NC

About The Position

The Patient Experience Coordinator (PEC) ensures accurate patient intake and financial clearance while delivering a seamless front-office experience. The role maintains compliance and data integrity and supports revenue cycle performance. The PEC reports directly to the Clinic Manager, collaborates with clinical teams, and receives functional and technical support from the Patient Experience Specialist (PES). The coordinator greets patients, manages registration, insurance verification, authorizations, payments, patient education, and clinic scheduling. The role also uses EMR systems and reporting tools, coordinates communications with referral sources, supports patient-engagement activities, and cross-trains Rehab Aides on front-office duties. The position is full-time in a standard, low-noise office environment.

Requirements

High school diploma or GED.
1–2 years of customer service experience.
Ability to deliver exceptional customer service and promptly resolve issues in a high-volume, patient-facing environment.
Proficiency with EMR/EHR systems and scheduling platforms, and ability to use dashboards and reporting tools accurately.
Strong understanding of insurance verification, prior authorization requirements, and financial clearance workflows.
Working knowledge of HIPAA compliance and patient privacy standards.
Proficiency with Microsoft Office, including Outlook, Excel, and Word, and collaboration tools such as Teams; ability to learn new technologies quickly.
Excellent written and verbal communication skills, including explaining financial responsibilities and digital tools to patients.
Strong organization and time-management skills and attention to detail and data-entry accuracy.
Ability to meet or exceed performance metrics and adapt to continuous process improvements.
Ability to read, write, and speak English proficiently.
Ability to perform the stated office activities and visual tasks.

Nice To Haves

1–2 years of healthcare administration experience.
Knowledge of healthcare insurance benefits and coverage.
Experience requesting and managing customer payments.

Responsibilities

Greet patients warmly, resolve issues promptly, and provide a positive front-office experience.
Complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements.
Explain patients’ financial responsibilities and payment options, and help them use digital tools such as the patient portal.
Collect time-of-service payments and meet established collection targets.
Manage clinic scheduling workflows to optimize provider availability and patient access in accordance with organizational standards.
Monitor performance indicators for registration accuracy, insurance verification turnaround, and patient satisfaction.
Collaborate with Patient Experience Specialists, Billing, and Clinical Operations to resolve complex insurance or scheduling issues and escalate as needed.
Use EMR systems, dashboards, and reporting tools to track patient outcomes, identify discrepancies, and support continuous improvement.
Coordinate timely and accurate communication of patient progress notes and plans of care to referral sources.
Organize patient milestone and holiday celebrations and other community-building activities with the clinical team.
Participate in ongoing training and cross-training programs.
Provide Rehab Aide cross-training on front-office duties.

Benefits

Medical and prescription coverage, dental insurance, and vision insurance; eligibility begins on the first day of employment.
Health Savings Account, Healthcare Flexible Spending Account, and Dependent Care Flexible Spending Account.
Progyny fertility benefit.
Critical illness, accident, and hospital indemnity insurance.
Company-paid basic life and AD&D insurance; supplemental life insurance options for employees, spouses, and children.
Company-paid short-term and long-term disability insurance, with a long-term disability buy-up option.
Company-paid maternity and parental leave.
Adoption and surrogacy expense reimbursement.
KinderCare discount.
Legal and credit monitoring.
15 days of PTO, with accrual beginning immediately upon hire.
Six major holidays off and two floating holidays annually.
Additional compensation opportunities beyond base pay.
Bereavement time off and resources.
Pre-tax transit and parking commuter benefits.
401(k) retirement plan for employees age 21 and older, with per-pay company match.
SoFi financial wellness tools and loan resources.
HUSK fitness resources and gym discounts.
Home, auto, and pet insurance.
Employee Assistance Program (EAP).
Employee discount program.