Front Office Coordinator

Pivot Physical Therapy • Raleigh, NC

14d • $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 maintains compliance and data integrity and supports revenue cycle performance. The PEC reports directly to the Clinic Manager, collaborates closely with clinical teams, and receives functional and technical support from the Patient Experience Specialist (PES).

Responsibilities include greeting patients, resolving issues, completing intake and registration, verifying insurance and authorization requirements, explaining financial responsibilities and digital tools, collecting payments, and managing clinic scheduling. The coordinator monitors performance metrics, works with patient experience, billing, and clinical operations teams to resolve issues, uses EMR systems and reporting tools, communicates patient progress notes and plans of care to referral sources, and supports clinic engagement activities. The role also participates in ongoing training and provides Rehab Aide cross-training on front-office duties.

The position requires a high school diploma or GED and 1–2 years of customer service experience. Healthcare administration experience, knowledge of healthcare insurance benefits and coverage, and experience requesting and managing customer payments are preferred. The work takes place in a standard office environment with low noise and few extraordinary environmental factors. Physical activities include remaining stationary for extended periods, stooping, kneeling, crouching, moving around the office, communicating, and using fine motor skills and a keyboard.

Requirements

• High school diploma or GED.
• 1–2 years of customer service experience.
• Excellent customer service skills and ability to promptly resolve issues 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 in 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 ability to explain financial responsibilities and digital tools clearly to patients.
• Strong organization and time management, with attention to detail and data-entry accuracy.
• Ability to meet or exceed performance metrics and adapt to process improvements.
• Ability to read, write, and speak English proficiently.

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 an exceptional front-office experience by greeting patients, resolving issues promptly, and ensuring 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 optimize 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 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.
• Supplemental life insurance for employees, spouses, and children.
• Company-paid short-term and long-term disability insurance, 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 yearly.
• Additional compensation opportunities on top of base pay.
• Bereavement time off and resources.
• Pre-tax transit and parking commuter benefits.
• 401(k) retirement plan for employees aged 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.

What This Job Offers

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