Patient Access Coordinator

PT Solutions Physical Therapy•Concord, NC

40d•Onsite

About The Position

The Patient Access Coordinator (PAC) is the first point of contact for patients entering PT Solutions clinics and plays a critical role in shaping the patient experience. The PAC is responsible for greeting patients, managing check-in and check-out processes, collecting payments, verifying required documentation, and supporting daily clinic operations. The PAC ensures accuracy in patient information, maintains compliance with front-office workflows, and serves as a key communication link between patients, therapists, and internal teams. This position requires strong customer service skills, attention to detail, and the ability to multitask in a fast-paced environment.

Requirements

Strong communication and customer service skills.
Ability to multitask and prioritize effectively in a busy clinic environment.
High level of accuracy and attention to detail.
Ability to collect payments and discuss financial responsibility confidently.
Proficiency in Microsoft Office and comfort using multiple software systems.
Professional, empathetic, and patient-centered approach.
Ability to follow workflows, protocols, and compliance requirements.
Strong problem-solving and conflict-resolution skills.
Ability to work independently and as part of a team.
High school diploma or equivalent required.
Must meet all compliance, background check, and onboarding requirements.

Nice To Haves

1–2 years of customer service or healthcare front office experience preferred.
Experience using EMR systems, scheduling platforms, or payment collection systems preferred.

Responsibilities

Welcome patients warmly and professionally upon arrival.
Complete patient check-in following all clinic and compliance requirements.
Verify patient demographics, insurance information, and required documentation.
Ensure intake forms, consents, and checklists are completed prior to treatment.
Manage patient check-out, schedule follow-up appointments, and provide visit summaries.
Collect co-pays, deductibles, coinsurance, and any outstanding patient balances.
Communicate financial responsibilities clearly and professionally.
Reconcile daily payments and maintain accurate financial logs.
Follow POS collection policies and escalate concerns when needed.
Answer clinic phones, respond to messages, and route calls to appropriate team members.
Maintain therapist schedules, waitlists, and daily patient flow.
Support referral intake and verify correct therapist assignment.
Assist with chart preparation, scanning, and maintaining accurate EMR documentation.
Monitor lobby cleanliness, safety, and readiness for patients.
Provide exceptional service to patients, families, and caregivers.
Assist patients with questions related to scheduling, insurance, and treatment process.
De-escalate patient concerns and escalate complex issues to clinic leadership.
Maintain a professional, empathetic, and patient-centered demeanor at all times.
Adhere to all HIPAA, privacy, and confidentiality standards.
Ensure accurate entry of patient information into the EMR.
Follow clinic workflows related to insurance verification, authorization communication, and claim documentation.
Support compliance audits and operational quality checks.
Partner with therapists, clinic managers, and regional teams to support clinic needs.
Communicate proactively regarding schedule changes, cancellations, and documentation gaps.
Coordinate with Authorization, Verification, and Scheduling teams to resolve patient access issues.
Participate in staff meetings, training, and clinic initiatives.
Support special projects, clinic events, and operational improvements.
Provide coverage support for other PACs or clinics when needed.
Perform additional duties as assigned to support clinic operations.