Front Office Coordinator - Grand Rapids (Cascade), MI

Athletico Physical Therapy•Grand Rapids, MI

1d•$15 - $24

About The Position

Athletico is hiring a Patient Experience Coordinator (PEC) to ensure accurate patient intake and financial clearance while delivering a seamless, exceptional front-office experience. The role supports compliance, data integrity, and 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). The position includes patient registration and insurance verification, patient education about financial responsibilities and digital tools, payment collection, scheduling, KPI monitoring, and coordination with billing and clinical operations. It also supports communication with referral sources, patient engagement activities, and cross-training for front-office operations. The listed pay range is USD $15.00–$23.50 per hour; individual base pay depends on factors including work location, role responsibilities, and relevant experience and skills.

Requirements

High school diploma or GED.
1–2 years of customer service experience.
Excellent customer service skills and the ability to resolve issues promptly in a high-volume, patient-facing environment.
Proficiency with electronic medical record (EMR/EHR) systems and scheduling platforms, including navigating 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.
Strong written and verbal communication skills, including explaining financial responsibilities and digital tools clearly to patients.
Strong organizational and time-management skills, with attention to detail and accuracy in data entry.
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, traveling around the office, communicating verbally and in writing, and using fine motor skills including 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

Greet patients, resolve issues promptly, and provide a positive front-office experience.
Complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements.
Explain financial responsibilities, payment options, and digital tools such as the patient portal to patients.
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.
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 in coordination 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 insurance, and vision insurance; eligibility begins on the first day of employment.
Health Savings Account, Healthcare Flexible Spending Account, and Dependent Care Flexible Spending Account.
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 and two floating holidays yearly.
Additional compensation opportunities beyond base pay.
Bereavement time off and resources.
Pre-tax commuter transit and parking benefits.
401(k) retirement plan for employees age 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.