Patient Care Coordinator (Full Time)

Peak Performance Physical Therapy•Okemos, MI

18h•Onsite

About The Position

This role is for a Patient Care Coordinator in a full-time capacity. The Patient Care Coordinator will be responsible for managing the patient experience, optimizing the schedule, educating patients on services, ensuring administrative accuracy, contributing to clinic performance, and maintaining compliance and professionalism. This position is based in a professional outpatient physical therapy clinic with a high level of interaction with patients, providers, and team members in a fast-paced environment. The role involves primarily front-desk and administrative work with regular movement throughout the clinic.

Requirements

High school diploma or equivalent.
Previous customer service, administrative, healthcare, or patient-facing experience.
Excellent verbal and written communication skills.
Strong organizational and multitasking skills.
Comfortable working in a fast-paced environment.
Strong attention to detail.
Comfortable using computers and scheduling systems.
Ability to handle difficult conversations professionally.
Ability to protect confidential information.
A strong sense of ownership and accountability.

Nice To Haves

Healthcare or physical therapy experience.
Experience with scheduling, insurance, billing, or EMR systems.
Associate's or bachelor's degree.
Customer service or sales experience.
Someone who naturally looks for ways to improve things instead of waiting for someone else to fix them.

Responsibilities

Be the first and last impression patients have of Peak Performance Physical Therapy, creating a professional, welcoming, and positive experience.
Answer patient questions and solve problems quickly and professionally.
Communicate clearly with patients, providers, referral sources, and teammates.
Make patients feel informed, valued, and taken care of.
Own the schedule and help maximize provider availability, keeping appointments organized, accurate, and filled.
Confirm appointments and proactively reduce avoidable cancellations and no-shows.
Follow up quickly with referrals and new patients to get evaluations scheduled.
Identify open spots and scheduling opportunities before they become lost revenue.
Work with the clinical team to address scheduling challenges and bottlenecks.
Help patients understand the services and programs available through Peak Performance, clearly explaining options, pricing, scheduling, and next steps.
Identify opportunities to connect patients with additional services that may benefit their overall experience.
Communicate services professionally and ethically while following company policies and applicable healthcare requirements.
Help patients understand the value of continuing their relationship with Peak Performance.
Collect accurate demographic, insurance, referral, and billing information, ensuring completeness before services are provided.
Process patient payments accurately and timely.
Maintain accurate records and documentation.
Complete administrative tasks that keep the clinic running efficiently.
Protect confidential patient information.
Understand that the front desk has a direct impact on clinic performance.
Look for ways to improve scheduling, patient retention, communication, and efficiency.
Bring problems forward with potential solutions.
Take ownership of assigned responsibilities from start to finish.
Support clinic leadership in achieving operational and patient experience goals.
Follow HIPAA, privacy requirements, company policies, payer requirements, and applicable laws and regulations.
Maintain patient confidentiality.
Know when an issue needs to be escalated to a provider or leader.
Never provide clinical advice or make treatment decisions outside the scope of the role.
Represent Peak Performance and its values professionally at all times.
Perform other duties as needed to support the success of the clinic.