Patient Experience Floater - Multi-Clinic Coverage

Athletico Physical Therapy; Midlothian (VA); On-site; USD 17,000 - 26,000; Full time

Job summary

Athletico Physical Therapy seeks a Patient Experience Coordinator (PEC) Float to support a group of clinics with flexible front-office coverage. Travel among Brandermill, Colonial Heights, Ironbridge, Midlothian, Midlothian Polo Parkway, Westchester Commons, Tuckahoe, West Hampton, Libbie Mill, Scotts Addition ensures continuity of care.

Expect to provide excellent patient service, manage scheduling, onboarding, insurance verification, and time-of-service collections while collaborating with

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1+ years of customer service, healthcare front-office, or administrative experience preferred; PEC or medical front-desk experience strongly preferred.
• Experience supporting multiple locations or working in coverage/float capacities a plus.
• Proficiency with scheduling and EMR systems and Microsoft Office; able to learn new systems, including Raintree.

Responsibilities

• Provide professional, friendly, and compassionate service to patients, caregivers, and clinic teams in every interaction, including issue resolution and service recovery.
• Manage clinic schedules while covering assigned locations, matching patients with the appropriate clinician and maintaining access and patient flow.
• Complete new patient onboarding, including orientation, demographic and insurance data gathering, payment expectations, and warm handoffs to clinic staff.
• Verify patient insurance, support authorization and pre-certification requirements, and communicate benefits and payment options, escalating barriers through established workflows.
• Collect time-of-service payments and support patient balance conversations consistent with company standards.
• Coordinate patient-progress communication with physicians, nurse case managers, adjusters, and attorneys as directed by clinic priorities.
• Support patient expectations for visit frequency, scheduling, discharge planning, and post-care questions, partnering with the treating clinician for clinical guidance.
• Execute and reinforce Patient Experience SOPs across all assigned clinics, adapting to local workflows only when approved and not in conflict with standard work.
• Provide front-desk coverage for PEC PTO, vacancies, call-offs, leaves of absence, clinic openings, transitions, and high-volume periods.
• Support new or struggling PECs through shadowing, side-by-side coaching, and SOP reinforcement, with feedback on progress and barriers to the regional Patient Experience team.
• Complete process audits, observations, and adherence checks as assigned to identify workflow variation and improvement opportunities.
• Maintain clear coverage handoffs by reviewing clinic notes before arrival, documenting work completed, and communicating open items to the PEC and clinic leadership.
• Travel between clinics as assigned, managing time, mileage, equipment, and clinic access responsibly and flagging barriers that affect coverage.
• Support remote or hybrid operational work when assigned, including patient outreach, report cleanup, authorization follow-up, and multi-clinic task support.
• Adopt new systems and workflows, including the Raintree EMR, and support consistent use across covered clinics.
• Support clinic culture and patient recognition moments in partnership with the clinical team.
• Receive clinic assignments, coverage priorities, SOP guidance, and escalation direction through the regional Patient Experience team.
• Partner with Clinic Managers and clinic teams while covering in clinic, aligning on daily priorities, schedule needs, and clinic-specific handoffs.
• Act independently on routine front-office tasks within established SOPs; escalates policy exceptions, patient complaints, unresolved insurance or authorization barriers, and resource needs.
• Serve as a cross-clinic resource and process observer, sharing best practices and recurring barriers to improve consistency across the region.

Skills

Customer service

Communication

Interpersonal skills

Time management

Organization

Reliability

Education

High school diploma

Associate or bachelor's degree preferred

Tools

Scheduling systems

EMR systems

Raintree

Microsoft Office

Job description

Athletico Physical Therapy seeks a Patient Experience Coordinator (PEC) Float to support a group of clinics with flexible front-office coverage. Travel among Brandermill, Colonial Heights, Ironbridge, Midlothian, Midlothian Polo Parkway, Westchester Commons, Tuckahoe, West Hampton, Libbie Mill, Scotts Addition ensures continuity of care.

Expect to provide excellent patient service, manage scheduling, onboarding, insurance verification, and time-of-service collections while collaborating with