Front Office Coordinator

Pivot Physical Therapy • Gloucester, VA

4d • $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 supports compliance, data integrity, and revenue cycle performance. It reports to the Clinic Manager and collaborates with clinical teams, with functional and technical support from the Patient Experience Specialist (PES).

The coordinator welcomes patients, manages registration and scheduling, explains financial responsibilities and digital tools, collects payments, and tracks performance measures. The role also coordinates communication with referral sources, supports patient and community engagement activities, and participates in training and cross-training. The duties listed are not exhaustive and may change according to organizational needs.

The position is based in a standard office environment with low noise and little to no extraordinary environmental factors. Physical activities include remaining stationary for extended periods, stooping, kneeling or crouching, moving around the office, communicating verbally and in writing, and using fine motor skills such as keyboarding. Visual requirements include near and distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Requirements

• High school diploma or GED.
• One to two years of customer service experience.
• 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 to maintain 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 English communication skills, including ability to explain financial responsibilities and digital tools clearly to patients.
• Strong organization and time-management skills with attention to detail and data-entry accuracy.
• Ability to meet or exceed performance metrics and adapt to process improvements.
• Ability to read, write, and speak English proficiently.
• Ability to perform the stated physical activities and visual tasks.

Nice To Haves

• One to two years of healthcare administration experience.
• Knowledge of healthcare insurance benefits and coverage.
• Experience requesting and managing customer payments.

Responsibilities

• Provide a welcoming front-office experience, resolve patient issues promptly, and support positive interactions.
• Complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements.
• Explain 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 performance indicators for registration accuracy, insurance verification turnaround, and patient satisfaction.
• Collaborate with Patient Experience Specialists, Billing, and Clinical Operations to resolve or escalate insurance and scheduling issues.
• 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 for front-office operations.
• 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, 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 for employees, spouses, and children.
• Company-paid short-term and long-term disability.
• 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 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 company match each pay period.
• SoFi financial wellness tools and loan resources.
• HUSK fitness resources and gym discounts.
• Home, auto, and pet insurance.
• Employee Assistance Program.
• Employee discount program.

What This Job Offers

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