Patient Experience Navigator

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

Benefits offered by this job

Medical & Rx, Dental and Vision (elig.

HSA, Healthcare FSA, Dependent Care F$

Progyny Fertility Benefit

Life Insurance

Disability Insurance

Maternity & Parental Leave

PTO 15 days

6 Major Holidays off

Commuter Pre-Tax

401(k)

SoFi Financial Wellness

Fitness gym discounts

Insurance (Home/Auto/Pet)

EAP

Employee Discount Program

Job summary

Athletico Physical Therapy is hiring a Patient Experience Coordinator to ensure accurate patient intake and smooth financial clearance. You will deliver a welcoming front-office experience, manage registrations, verify insurance, and educate patients on payments and portal tools in a fast-paced clinic.

The role reports to the Clinic Manager and collaborates with PES, Billing, and Clinical Operations, using EMR systems and dashboards to monitor performance and improve patient care.

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 required.
• 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 key performance indicators (KPIs) for registration accuracy, insurance verification turnaround, and patient satisfaction.
• Utilize EMR systems, dashboards, and reporting tools to track patient outcomes, identify discrepancies, and support continuous improvement initiatives.
• Coordinate communication of patient progress notes and plans of care to referral sources in a timely and accurate manner.
• Support clinic engagement by organizing patient milestone celebrations and community-building activities in partnership with the clinical team.
• Participate in ongoing training and cross-training programs to maintain proficiency in front-office operations and contribute to team flexibility.
• Organizes activities (e.g., patient’s goal celebrations, holiday celebrations) in coordination with the clinical team.
• Provide Rehab Aide cross training on front office duties.

Skills

Customer service

Healthcare administration

Time management

Communication

HIPAA compliance

Data entry

Education

High School Diploma or GED

Tools

EMR/EHR systems

MS Office

Outlook

Excel

Scheduling platforms

Dashboards & reporting tools

Job description

Athletico Physical Therapy is hiring a Patient Experience Coordinator to ensure accurate patient intake and smooth financial clearance. You will deliver a welcoming front-office experience, manage registrations, verify insurance, and educate patients on payments and portal tools in a fast-paced clinic.

The role reports to the Clinic Manager and collaborates with PES, Billing, and Clinical Operations, using EMR systems and dashboards to monitor performance and improve patient care.