Front Office Coordinator

Patient Experience CoordinatorThis position requires local travel between clinicsWheelingArlingtonPalatineLincolnshireProspect Heights ILBuffalo GroveRolling MeadowsVernon HillsLake ZurichAbout Us:At Athletico, we believe in the power of support – because a little help can lead to extraordinary achievements. Physical therapy isn't just about recovery; it's about transformation. Our team thrives on providing life-changing care for our patients, and we know that achieving this begins with taking care of our own.Our mission is simple yet powerful: Extraordinary people improving lives.Position Summary:The Patient Experience Coordinator (PEC) ensures accurate patient intake and financial clearance processes, delivering a seamless and exceptional front-office experience while maintaining compliance, safeguarding data integrity, and supporting revenue cycle performance. This role reports directly to the Clinic Manager and collaborates closely with clinical teams, while receiving functional and technical support from the Patient Experience Specialist (PES).Benefits offered with this full-time position:Medical & Rx, Dental and Vision (eligibility begins day one of employment)HSA, Healthcare FSA, Dependent Care FSAProgyny Fertility BenefitCritical Illness, Accident, & Hospital Indemnity InsuranceCompany Paid Basic Life / AD&DSupplemental Life Insurance (Employee, Spouse, Child)Company Paid Short-Term & Long-Term DisabilityLong-Term Disability Buy-Up OptionCompany Paid Maternity & Parental LeaveAdoption & Surrogacy Expense ReimbursementKinderCare DiscountLegal & Credit Monitoring15 days PTO (accruing starts immediately upon hire)6 Major Holidays off plus 2 floating holidays yearlyAdditional compensation opportunities on top of base payBereavement Time Off & ResourcesCommuter: Pre-Tax Transit & ParkingRetirement 401(k) (for 21+) w/ Per-Pay Company MatchSoFi Financial Wellness Tools & Loan ResourcesHUSK Fitness Resources & Gym DiscountsHome, Auto, and Pet InsuranceEmployee Assistance Program (EAP)Employee Discount ProgramLearn more by checking out our 2026 Athletico's Benefits Summary.Essential Duties and 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.Collaborate with Patient Experience Specialists (PES), Billing, and Clinical Operations teams to resolve complex insurance or scheduling issues and escalate as needed.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.Qualifications:Education:High School Diploma or GEDKnowledge and Technical Skills:Excellent customer service skillsProficient with the use of MS Office, Outlook and ExcelKnowledge of healthcare insurance benefits and coverage preferredExperience with requesting and managing customer payments preferredWork Experience:1-2 years of customer service required1-2 years of healthcare administration preferredKnowledge and Technical Skills:Demonstrated ability to deliver exceptional customer service and resolve issues promptly in a high-volume, patient-facing environmentProficiency in electronic medical record (EMR/EHR) systems and scheduling platforms; ability to navigate dashboards and reporting tools for data accuracyStrong understanding of insurance verification processes, prior authorization requirements, and financial clearance workflowsWorking knowledge of HIPAA compliance and patient privacy standardsSkilled in Microsoft Office Suite (Outlook, Excel, Word) and collaboration tools (Teams); ability to learn new technologies quicklyExcellent written and verbal communication skills, including the ability to explain financial responsibilities and digital tools to patients clearlyStrong organizational and time management skills with attention to detail and accuracy in data entryAbility to meet or exceed performance metrics (e.g., registration accuracy, collection targets) and adapt to continuous process improvementsLanguage Skills:Ability to read, write and speak English proficientlyPhysical Demands:Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e. while working at a desk), stoop/kneel/crouch, travel around the office, communicate with others (verbal and written), and use fine motor skills including fine hand manipulation and keyboarding.Ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focusWork Environment:Consistent with a standard office environment, noise level is low with little to no extra ordinary environmental factors.Athletico provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Salaried ranges listed are for full time (40 hour) employees. Additional pay such as incentive, GAP, overtime, and stipends are subject to the rules of each program and may not be available in all locations. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.Minimum Salary/WageUSD$ 16.60 Hr.Maximum Salary/WageUSD$ 23.50 Hr.