Front Office Coordinator

Athletico•Ann Arbor, MI

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, and reports directly to the Clinic Manager. It collaborates closely with clinical teams and receives functional and technical support from the Patient Experience Specialist (PES). The position involves greeting patients, completing registration and insurance processes, explaining financial responsibilities and digital tools, collecting payments, managing scheduling workflows, tracking performance indicators, and coordinating with internal teams to resolve issues. The coordinator also supports patient engagement, communicates progress notes and plans of care to referral sources, and participates in training and cross-training. This is a full-time position in a standard, low-noise office environment.

Requirements

High school diploma or GED.
1–2 years of customer service experience required.
Ability to read, write, and speak English proficiently.
Excellent customer service and issue-resolution skills in a high-volume, patient-facing environment.
Proficiency with Microsoft Office, including Outlook, Excel, and Word, and collaboration tools such as Teams.
Ability to use EMR/EHR systems and scheduling platforms and navigate dashboards and reporting tools.
Strong understanding of insurance verification, prior authorization requirements, and financial clearance workflows.
Working knowledge of HIPAA compliance and patient privacy standards.
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 continuous process improvements.
Ability to fulfill office activities, including remaining stationary for extended periods, stooping, kneeling, crouching, moving 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, 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 patient issues promptly, and support positive interactions at every touchpoint.
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 optimize provider availability and patient access in alignment 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 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 to maintain front-office proficiency and support team flexibility.
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 (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 available 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 benefits for transit and parking.
401(k) retirement plan for employees age 21 and older, with a 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.