Front Office Coordinator Float

Athletico Physical Therapy•Grand Rapids, MI

6d•$15 - $24

About The Position

The Patient Experience Coordinator (PEC) Float supports a group of clinics as a flexible front-office resource, providing coverage wherever needed. The role receives day-to-day priorities through the regional Patient Experience team and works closely with Clinic Managers, clinic teams, and Patient Experience leaders. It helps maintain clinic continuity during paid time off, vacancies, call-offs, leaves of absence, high-volume periods, onboarding, openings, and transitions while reinforcing consistent standards and a seamless patient experience across assigned clinics. The position provides patient service and issue resolution; manages schedules, patient onboarding, insurance verification, authorizations, payments, and patient communications; and supports scheduling, discharge planning, and post-care questions in coordination with clinical staff. It reinforces Patient Experience standard operating procedures (SOPs), supports PEC onboarding and coaching, conducts audits and observations, and communicates coverage handoffs and recurring barriers. The role travels between assigned clinics and may support remote or hybrid operational tasks when assigned. A valid driver’s license, reliable transportation, and proof of insurance are required; mileage is reimbursed under company policy. Athletico’s stated purpose is to empower people, inspire hope, and transform lives by providing personalized fitness, performance, and rehabilitative services emphasizing education and injury prevention. Its core values include teamwork, understanding the business, recognition, being people-focused, 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, with the ability to build rapport quickly 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; 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, use peripheral vision and depth perception, and adjust focus.
Regular travel between assigned clinics is an essential function; a valid driver’s license, reliable transportation, and proof of insurance are required.

Nice To Haves

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

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, match patients with appropriate clinicians, and maintain access and patient flow.
Complete new-patient onboarding, including orientation, demographic and insurance information, payment expectations, and warm handoffs to clinic staff.
Verify 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 according to company standards.
Coordinate patient-progress communications with physicians, nurse case managers, adjusters, and attorneys as directed by clinic priorities.
Support patient expectations regarding visit frequency, scheduling, discharge planning, and post-care questions, consulting treating clinicians for clinical guidance.
Execute and reinforce Patient Experience SOPs across assigned clinics, following approved local workflows that do not conflict 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; provide progress and barrier feedback to the regional Patient Experience team.
Complete assigned process audits, observations, and adherence checks to identify workflow variation and improvement opportunities.
Maintain coverage handoffs by reviewing clinic notes, documenting completed work, and communicating open items to PECs and clinic leadership.
Travel between clinics as assigned and responsibly manage time, mileage, equipment, and clinic access; flag barriers affecting coverage.
Support assigned remote or hybrid operational work, including patient outreach, report cleanup, authorization follow-up, and multi-clinic tasks.
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 on daily priorities, schedule needs, and clinic-specific handoffs.
Handle routine front-office tasks independently within established SOPs and escalate policy exceptions, patient complaints, unresolved insurance or authorization barriers, and resource needs.
Share best practices and recurring barriers as a cross-clinic resource and process observer to improve regional consistency.