Patient Experience Coordinator: Front Office Excellence

Athletico Physical Therapy; Westminster (MD); On-site; USD 20,664 - 31,684; Full time

Benefits offered by this job

Medical & Rx

Dental & Vision

HSA/FSA

Fertility benefits

Life Insurance

Disability

Parental Leave

401(k)

Employee Discounts

EAP

PTO

Job summary

Athletico Physical Therapy in Westminster, MD, is seeking a Patient Experience Coordinator to deliver a best-in-class front-office experience, handle patient intake and financial clearance, and support revenue performance. You will collaborate with clinical teams and PES, ensuring data integrity and regulatory compliance.

The role emphasizes customer service, HIPAA compliance, and proficient use of EMR systems and scheduling tools.

Qualifications

• Education: High School Diploma or GED.
• Excellent customer service skills.
• Proficient with MS Office, Outlook and Excel.
• Knowledge of healthcare insurance benefits and coverage preferred.
• Experience with requesting and managing customer payments preferred.
• 1-2 years of customer service experience.
• 1-2 years of healthcare administration preferred.

Responsibilities

• Deliver an exceptional front-office experience by greeting patients warmly, resolving issues promptly, and ensuring positive interactions at every touchpoint.
• Accurately complete patient intake and registration, including demographic verification, insurance eligibility, and authorization requirements, to maintain data integrity and compliance.
• Educate patients on financial responsibilities, payment options, and digital tools (e.g., patient portal) to improve transparency and engagement.
• Collect time-of-service payments and meet established collection targets to support revenue cycle performance.
• Manage clinic scheduling workflows to optimize provider availability and patient access, ensuring alignment with organizational standards.
• Monitor and achieve KPIs for registration accuracy, insurance verification turnaround, and patient satisfaction.
• Collaborate with PES, Billing, and Clinical Operations to resolve insurance/scheduling issues.
• Utilize EMR systems, dashboards, and reporting tools to track patient outcomes and support continuous improvement.
• Coordinate communication of patient progress notes to referral sources.
• Organize patient milestone celebrations and community-building activities with the clinical team.
• Participate in ongoing training and cross-training to maintain proficiency.
• Provide Rehab Aide cross training on front office duties.

Skills

Customer service

MS Office

Excel

Insurance verification

HIPAA compliance

EMR/EHR systems

Education

High School Diploma or GED

Tools

EMR/EHR systems

Scheduling platforms

Microsoft Excel

Job description

Athletico Physical Therapy in Westminster, MD, is seeking a Patient Experience Coordinator to deliver a best-in-class front-office experience, handle patient intake and financial clearance, and support revenue performance. You will collaborate with clinical teams and PES, ensuring data integrity and regulatory compliance.

The role emphasizes customer service, HIPAA compliance, and proficient use of EMR systems and scheduling tools.