Front Office Coordinator

Athletico•Gloucester, VA

About The Position

The Patient Experience Coordinator (PEC) ensures accurate patient intake and financial clearance, delivering a seamless front-office experience while maintaining compliance, safeguarding data integrity, and supporting revenue cycle performance. The role reports directly to the Clinic Manager and collaborates closely with clinical teams, with functional and technical support from the Patient Experience Specialist (PES). The coordinator welcomes patients, manages registration and scheduling, helps patients understand financial responsibilities and digital tools, collects payments, and monitors performance measures. The role also coordinates communication with referral sources, supports clinic engagement activities, collaborates with billing and clinical operations, and provides Rehab Aide cross-training in front-office duties. This is a full-time position in a standard office environment.

Requirements

High school diploma or GED.
1–2 years of customer service experience.
Excellent customer service skills and ability to resolve issues promptly 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.
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 to patients.
Strong organizational 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 read, write, and speak English proficiently.
Ability to perform office activities including remaining stationary for extended periods, stooping, kneeling, crouching, moving around the office, communicating verbally and in writing, and fine 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.
Knowledge of healthcare insurance benefits and coverage.
Experience requesting and managing customer payments.

Responsibilities

Deliver a welcoming front-office experience, resolve issues promptly, and ensure positive patient interactions.
Complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements.
Explain patient 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.
Work with Patient Experience Specialists, Billing, and Clinical Operations to resolve insurance or scheduling issues and escalate when needed.
Use EMR systems, dashboards, and reporting tools to track 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.