Front Office Coordinator

Athletico•Westminster, MD

About The Position

The Patient Experience Coordinator (PEC) ensures accurate patient intake and financial clearance while delivering a seamless, exceptional front-office experience. The role maintains compliance and data integrity and supports revenue cycle performance. It reports directly to the Clinic Manager and collaborates closely with clinical teams, with functional and technical support from the Patient Experience Specialist (PES). The coordinator welcomes patients, manages registration and clinic scheduling workflows, explains financial responsibilities and payment options, collects payments, and helps patients use digital tools. The role monitors performance indicators, works with Patient Experience Specialists, Billing, and Clinical Operations to resolve complex issues, supports timely communication with referral sources, and contributes to patient engagement activities and ongoing cross-training.

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 for data accuracy.
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 the ability to clearly explain financial responsibilities and digital tools to patients.
Strong organizational and time-management skills, with attention to detail and data-entry accuracy.
Ability to meet or exceed performance metrics, including registration accuracy and collection targets, and adapt to continuous process improvements.
Ability to read, write, and speak English proficiently.
Ability to fulfill office activities, including remaining stationary for extended periods, stooping, kneeling, crouching, moving around the office, communicating verbally and in writing, and fine motor tasks such as hand manipulation and keyboarding.
Ability to see at close range and at a distance, use peripheral vision and depth perception, and adjust focus.

Nice To Haves

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

Responsibilities

Deliver an exceptional front-office experience by greeting patients warmly, resolving issues promptly, and ensuring positive interactions.
Complete patient intake and registration accurately, including demographic verification, insurance eligibility, and authorization requirements.
Educate patients about financial responsibilities, payment options, and 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 alignment with organizational standards.
Monitor and achieve KPIs for registration accuracy, insurance verification turnaround, and patient satisfaction.
Collaborate with Patient Experience Specialists, Billing, and Clinical Operations teams 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 in coordination with the clinical team.
Participate in ongoing training and cross-training programs to maintain front-office proficiency and team flexibility.
Provide Rehab Aide cross-training on front-office duties.

Benefits

Medical and prescription coverage, dental insurance, and vision insurance, with eligibility beginning on the first day of employment.
Health Savings Account (HSA), Healthcare Flexible Spending Account (FSA), and Dependent Care FSA.
Progyny fertility benefit.
Critical illness, accident, and hospital indemnity insurance.
Company-paid basic life and AD&D insurance, plus supplemental life insurance for employees, spouses, and children.
Company-paid short-term and long-term disability, 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, accruing immediately upon hire.
Six major holidays off and two floating holidays annually.
Additional compensation opportunities on top of base pay.
Bereavement time off and resources.
Pre-tax commuter transit and parking benefits.
401(k) retirement plan for employees age 21 and older, with a 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.