Front Office Coordinator

Pivot Physical Therapy • Richmond, VA

11d • $15 - $24

About The Position

The Patient Experience Coordinator (PEC) ensures accurate patient intake and financial clearance while providing 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 closely with clinical teams, and receives functional and technical support from the Patient Experience Specialist (PES).

The position is full-time and offers a base pay range of $15.00 to $23.50 per hour. The work takes place in a standard office environment with low noise and few unusual environmental factors.

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, including navigating 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 in 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 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 remain stationary for extended periods, stoop, kneel, crouch, travel around the office, communicate verbally and in writing, and perform fine motor tasks including 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

• 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 interactions throughout the front-office experience.
• Complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements.
• Explain patients’ 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 in accordance 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 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 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 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, with supplemental life insurance options 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 plus 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 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