Front Office Coordinator

Athletico Physical Therapy•Ann Arbor, MI

2d•$15 - $24

About The Position

Athletico is seeking a Patient Experience Coordinator (PEC) to ensure accurate patient intake and financial clearance while delivering a seamless front-office experience. The role supports compliance, data integrity, and revenue cycle performance. It reports directly to the Clinic Manager and collaborates with clinical teams, with functional and technical support from the Patient Experience Specialist (PES). The PEC welcomes patients, manages registration and scheduling, explains financial responsibilities and digital tools, collects payments, tracks performance metrics, and coordinates with billing and clinical operations to address patient, insurance, and scheduling issues. The role also supports patient engagement activities, communicates progress notes and plans of care to referral sources, and participates in training and cross-training. This is a full-time position with a stated hourly pay range of $15.00 to $23.50.

Requirements

High school diploma or GED.
1–2 years of customer service experience required.
Excellent customer service skills and ability to resolve issues promptly 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 explaining financial responsibilities and digital tools to patients.
Strong organizational and time management skills, with attention to detail and accurate 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 fulfill office activities, including remaining stationary for extended periods, stooping, kneeling or crouching, moving 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, peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

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

Responsibilities

Deliver a welcoming front-office experience, resolve issues promptly, and support positive patient interactions.
Complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements.
Explain patient 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 support provider availability and patient access.
Monitor 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 when needed.
Use EMR systems, dashboards, and reporting tools to track patient outcomes, identify discrepancies, and support improvement initiatives.
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 in front-office operations.
Provide Rehab Aide cross-training on front-office duties.

Benefits

Medical and prescription coverage, dental and vision insurance, with eligibility beginning on the first day of employment.
HSA, Healthcare 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, 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 yearly.
Additional compensation opportunities beyond 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.