Senior Office Coordinator – Front Desk & Patient Experience Lead

Roscoe Physiotherapy CO•Hermitage, PA

29d•$18 - $23

About The Position

This is a senior, hands-on role for someone who truly understands how a medical front desk works. You will be responsible for running and improving every part of our front office — including scheduling, patient communication, payments, insurance coordination, and daily administrative flow — while also helping set the tone and standard for our front desk team. You will still greet patients, answer phones, and work side-by-side with the team every day.

Requirements

You have experience working in a medical or therapy clinic front office
You are comfortable managing a busy schedule and high phone volume
You can confidently talk with patients about costs, coverage, and expectations
You stay calm and positive when things get busy
You care deeply about creating a great experience for every patient
You take ownership of your work and look for ways to improve how things run

Responsibilities

Create a warm, organized, and professional front desk environment
Make sure every patient feels welcomed, respected, and supported
Handle more complex patient situations with calm, empathy, and confidence
Set the standard for how our front desk communicates with patients and therapists
Take ownership of the daily and future schedule
Help make sure patients are scheduled appropriately and efficiently
Manage cancellations and schedule changes in a way that supports both patients and therapists
Proactively reach out to patients to fill schedule openings and keep care moving forward
Collect copays and private-pay balances accurately and professionally
Clearly explain visit costs, payment expectations, and basic insurance information
Help patients understand their benefits, visit limits, and authorization requirements
Work through common billing or coverage questions with patience and clarity
Verify benefits and coverage before visits when needed
Coordinate authorizations and referrals so patients can stay focused on their care
Communicate coverage limitations in a kind, honest, and easy-to-understand way
Partner closely with therapists and leadership when insurance issues arise
Support incoming calls and online inquiries
Help turn new patient inquiries into scheduled evaluations
Follow up with patients who cancel, miss visits, or need help staying on schedule
Represent Roscoe Physiotherapy with a friendly, confident, and solutions-focused voice
Keep patient information accurate and organized in our EMR
Make sure front desk processes are followed consistently and correctly
Look for small ways to make front office workflows smoother and more efficient
Help train and support Front Desk Associates as they learn and grow
Keep the front desk area organized, clean, and patient-ready
Maintain front office supplies and basic organization
Assist with reporting, audits, and administrative projects as needed
Be a reliable leader presence for the front desk team