Patient Experience Coordinator

LifeFit Physical Therapy and Wellness•Williamsburg, VA

About The Position

The Patient Experience Coordinator is the first point of contact for patients at LifeFit Physical Therapy and plays a key role in creating a warm, professional, and efficient environment. This position is responsible for delivering outstanding customer service, managing the patient schedule, coordinating communication, and ensuring accurate and timely collection of patient payments. The ideal candidate is friendly, organized, and detail‑oriented. At LifeFit Physical Therapy & Wellness, we believe exceptional care starts with an exceptional patient experience, and that begins with you. Our Patient Experience Coordinators are the welcoming face of the clinic, supporting a model built on one‑on‑one care, consistency, and truly personalized service. Unlike high‑volume clinics, we focus on meaningful relationships, transparent processes, and a calm, patient‑centered environment. In this role, you’ll help patients feel seen, supported, and cared for from the moment they walk in the door. If you’re passionate about people, communication, and creating a positive, seamless experience, LifeFit is a place where your impact truly matters.

Requirements

High school diploma required; associate’s or bachelor’s degree preferred.
Prior experience in healthcare front office, customer service, or hospitality strongly preferred.
Strong communication and interpersonal skills; ability to maintain a calm and supportive presence.
Excellent organizational and time‑management abilities.
Comfortable using scheduling software, EMR systems, and standard office technology.
Ability to work both independently and as part of a collaborative team.

Responsibilities

Welcome all patients with a warm, positive, and professional demeanor.
Serve as the primary resource for patient questions regarding appointments, office processes, and general inquiries.
Maintain a clean, organized, and patient‑friendly reception area.
Communicate LifeFit’s values, mission, and standards of care in every interaction.
Manage daily and long‑term scheduling for clinicians to ensure optimal patient flow.
Confirm appointments, track cancellations/no‑shows, and facilitate rescheduling to maintain schedule efficiency.
Communicate appointment reminders, follow‑ups, and required documentation with patients.
Coordinate with therapists and administrative team members to anticipate scheduling needs.
Collect patient payments, including copays, coinsurance, deductible amounts, and outstanding balances.
Accurately post payments and maintain financial records in the practice management system.
Verify insurance benefits and communicate financial expectations to patients when needed.
Maintain compliance with HIPAA and all LifeFit policies and procedures.