Front Office Coordinator Float

Athletico•Wi, WI

About The Position

The Patient Experience Coordinator (PEC) Float supports a group of clinics as a flexible front-office resource, delivering high-quality patient service and operational coverage wherever the need is greatest. The Float receives day-to-day coverage priorities through the regional Patient Experience team and partners closely with Clinic Managers, clinic teams, and Patient Experience leaders. The role protects clinic continuity during PTO, vacancies, call-offs, high-volume periods, onboarding, and transitions while reinforcing consistent standards and a seamless patient experience across every clinic served. The schedule is Monday through Friday, 8:00 am to 4:30 pm. Frequent travel is required among clinics in Kenosha, Paddock Lake, Twin Lakes, Lake Geneva, Elkhorn, Waterford, Racine, Union Grove, and Burlington. Mileage is reimbursed in accordance with company policy. A valid driver's license, reliable transportation, and proof of insurance are required. Athletico’s Greater Purpose is to empower people, inspire hope and transform lives through exceptional, progressive, and cost-effective fitness, performance, and rehabilitative services. Its Core Values include one team, understanding the business, recognition, people-focused service, accountability, continuous innovation, and trust and integrity.

Requirements

High school diploma or equivalent required.
Ability to read, write, and speak English proficiently.
Strong customer service, communication, and interpersonal skills, including the ability to build rapport quickly with new teams and adapt to different clinic environments.
Working knowledge of insurance verification, authorizations, and time-of-service collections, or demonstrated ability to learn quickly.
Proficiency with scheduling and EMR systems and Microsoft Office, and ability to learn new systems, including Raintree.
Strong organization, time management, and reliability; ability to work independently with minimal day-to-day supervision.
Ability to fulfill office activities including remaining stationary for extended periods, stooping, kneeling or crouching, traveling 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.
Ability to travel regularly between assigned clinics.
Valid driver's license, reliable transportation, and proof of insurance.

Nice To Haves

Associate or bachelor's degree.
At least 1 year of customer service, healthcare front-office, or administrative experience.
Prior PEC or medical front-desk experience.
Experience supporting multiple locations or working in a coverage or float capacity.

Responsibilities

Provide professional, friendly, and compassionate service to patients, caregivers, and clinic teams, including issue resolution and service recovery.
Manage clinic schedules at assigned locations, matching patients with appropriate clinicians and maintaining access and patient flow.
Complete new-patient onboarding, including orientation, demographic and insurance data gathering, payment expectations, and warm handoffs to clinic staff.
Verify patient insurance, support authorization and pre-certification requirements, communicate benefits and payment options, and escalate barriers through established workflows.
Collect time-of-service payments and support patient balance conversations consistent with company standards.
Coordinate patient-progress communication with physicians, nurse case managers, adjusters, and attorneys as directed by clinic priorities.
Support patient expectations for visit frequency, scheduling, discharge planning, and post-care questions, partnering with the treating clinician for clinical guidance.
Execute and reinforce Patient Experience SOPs across assigned clinics, adapting to local workflows only when approved and consistent with standard work.
Provide front-desk coverage for PTO, vacancies, call-offs, leaves of absence, clinic openings, transitions, and high-volume periods.
Support new or struggling PECs through shadowing, side-by-side coaching, and SOP reinforcement; share progress and barriers with the regional Patient Experience team.
Complete assigned process audits, observations, and adherence checks to identify workflow variation and improvement opportunities.
Maintain clear coverage handoffs by reviewing clinic notes before arrival, documenting completed work, and communicating open items to the PEC and clinic leadership.
Travel between clinics as assigned, responsibly managing time, mileage, equipment, and clinic access and flagging barriers that affect coverage.
Support assigned remote or hybrid operational work, including patient outreach, report cleanup, authorization follow-up, and multi-clinic task support.
Adopt new systems and workflows, including the Raintree EMR, and support consistent use across covered clinics.
Support clinic culture and patient recognition moments in partnership with the clinical team.
Receive clinic assignments, coverage priorities, SOP guidance, and escalation direction through the regional Patient Experience team.
Partner with Clinic Managers and clinic teams while covering in clinic to align on daily priorities, schedule needs, and clinic-specific handoffs.
Act independently on routine front-office tasks within established SOPs and escalate policy exceptions, patient complaints, unresolved insurance or authorization barriers, and resource needs.
Serve as a cross-clinic resource and process observer, sharing best practices and recurring barriers to improve regional consistency.