Front Office Coordinator

Athletico•Ferndale, MI

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 directly to the Clinic Manager and collaborates with clinical teams, with functional and technical support from the Patient Experience Specialist (PES). The coordinator welcomes patients, completes registration and insurance verification, explains financial responsibilities and digital tools, collects payments, and manages scheduling workflows. The role monitors performance indicators, helps resolve complex insurance and scheduling issues, uses EMR systems and reporting tools, coordinates communication with referral sources, supports patient and community engagement activities, and cross-trains Rehab Aides on front-office duties. Additional tasks may be assigned as organizational needs change.

Requirements

High school diploma or GED.
1–2 years of customer service experience required.
Ability to deliver excellent customer service and 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 the ability to explain financial responsibilities and digital tools clearly to patients.
Strong organization 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 perform office activities including remaining stationary for extended periods, stooping, kneeling, crouching, traveling around the office, communicating verbally and in writing, and fine motor tasks such as 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 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 financial responsibilities, payment options, and digital tools such as the patient portal to patients.
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 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, dental insurance, and vision insurance; eligibility begins 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 beyond base pay.
Bereavement time off and resources.
Pre-tax commuter transit and parking benefits.
401(k) with per-pay company match for employees age 21 and older.
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.