Patient Experience Lead: Front Desk & Scheduling

Areté Health PT; Concord (NC); On-site; USD 36,000 - 54,000; Full time

Job summary

Arete Health PT in Concord, NC is seeking a Patient Experience Coordinator to deliver an exceptional front office experience. You will greet patients with energy, empathy, and excellence while supporting back-end administrative tasks to help with billing and scheduling.

You will serve as the primary contact for patients and visitors, ensure a warm, professional atmosphere, verify insurance, collect co-pays, and help maximize adherence to the plan of care.

Qualifications

• High emotional intelligence and interpersonal skills
• Financial diligence and comfort discussing money with patients
• Strong organizational and time management skills
• Tech-savvy and fluent in EMR systems (Prompt or similar)
• Driven by KPIs and performance incentives

Responsibilities

• Extreme Hospitality & Customer Experience
• Serve as the primary point of contact for all incoming patients and visitors, ensuring every interaction exceeds expectations.
• Create a warm, inviting, and professional atmosphere in the front office and waiting area.
• Maintain proactive communication with patients regarding scheduling and rescheduling appointments according to the clinician's prescription and Plan of Care, and set expectations that our goal is for them to maximize their therapy prescription.
• Focused Collection of Patient-Owed Balances
• Verify insurance and patient responsibility before visits and communicate clearly with patients regarding their financial obligations.
• Collect co-pays, deductibles, and outstanding balances at the time of service.
• Follow up consistently and professionally on patient balances using a combination of phone, text, and email outreach.
• Optimized Scheduling & Plan of Care Adherence
• Partner with the Clinic Director and therapists to ensure full schedules, proper visit frequency, and completion of the full plan of care.
• Proactively fill schedule gaps with timely outreach and patient re-engagement.
• Ensure accurate data entry into the EHR and scheduling system, minimizing cancellations and maximizing operational flow.

Job description

Arete Health PT in Concord, NC is seeking a Patient Experience Coordinator to deliver an exceptional front office experience. You will greet patients with energy, empathy, and excellence while supporting back-end administrative tasks to help with billing and scheduling.

You will serve as the primary contact for patients and visitors, ensure a warm, professional atmosphere, verify insurance, collect co-pays, and help maximize adherence to the plan of care.