Front Office Coordinator

Pivot Physical Therapy • Durham, NC

3d • $15 - $24

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 greets patients, completes intake and registration, verifies insurance eligibility and authorization requirements, explains financial responsibilities and digital tools, collects payments, and manages scheduling workflows. The role monitors performance indicators, uses EMR systems and reporting tools, coordinates communications with referral sources, supports patient and clinic engagement activities, and participates in training and cross-training.

Requirements

• High school diploma or GED.
• 1–2 years of customer service experience required.
• Excellent customer service skills and demonstrated ability to resolve issues promptly in a high-volume, patient-facing environment.
• Proficiency with electronic medical record (EMR/EHR) systems and scheduling platforms, including the ability to navigate dashboards and reporting tools.
• 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.
• Strong written and verbal communication skills, including ability to explain financial responsibilities and digital tools clearly to patients.
• Strong organizational and time-management skills, with attention to detail and accuracy in data entry.
• Ability to meet or exceed performance metrics and adapt to continuous process improvements.
• Ability to read, write, and speak English proficiently.
• Ability to perform office activities including remaining stationary for extended periods, stooping, kneeling, crouching, moving around the office, communicating verbally and in writing, and using fine motor skills such as keyboarding.
• Ability to see at close range and at a distance, peripheral vision, depth perception, and ability to adjust focus.

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 positive front-office interactions.
• Complete patient intake and registration, 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.
• Monitor and achieve KPIs 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, with eligibility beginning on the first day of employment.
• Dental 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.
• Supplemental life insurance 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, accruing immediately upon hire.
• Six major holidays off plus two floating holidays yearly.
• Additional compensation opportunities on top of 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED