Front Office Coordinator

Athletico • Richmond, VA

11d • $15 - $24

About The Position

The Patient Experience Coordinator (PEC) ensures 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 coordinator welcomes patients, manages registration and scheduling, explains financial responsibilities and digital tools, collects payments, monitors performance indicators, and uses EMR systems and reporting tools to support accurate workflows and continuous improvement. The position also coordinates communications with referral sources, supports patient and community engagement activities, and provides Rehab Aide cross-training on front-office duties.

This is a full-time position in a standard office environment with low noise and few unusual environmental factors. The role involves extended periods at a desk, moving around the office, and office-related physical and communication activities. The listed pay range is $15.00–$23.50 per hour; individual base pay depends on factors including work location, role responsibilities, and relevant experience and skills.

Requirements

• High school diploma or GED.
• 1–2 years of customer service experience.
• Ability to read, write, and speak English proficiently.
• Excellent customer service and issue-resolution skills 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.
• Strong written and verbal communication skills, including explaining 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 perform office activities that include remaining stationary for extended periods, stooping, kneeling, crouching, moving 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

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

Responsibilities

• Deliver 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.
• Educate patients about 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 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 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.

What This Job Offers

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