Patient Care Coordinator

Wellness Advocate and Relationship Builder

Penrose Physical Therapy is a two-time "Best of South Sound" award-winning clinic in Lacey, WA. We've been transforming lives since 2007 — helping people go from barely walking to thriving — and we're growing fast. We're expanding into regenerative therapies and wellness services including Shockwave, EMTT, Stimpod, red light therapy, PEMF, and infrared sauna. Our patients invest in their health and we help them get real, lasting results.

This is a front-line position with real impact. You are often the first and last voice a patient hears — and you set the tone for everything. You'll manage patient scheduling and flow, handle insurance verification and billing coordination, and confidently guide patients through our cash-pay wellness services and Premium Recovery Plan and our Longevity Lounge. This is equal parts warm hospitality, organized coordination, and consultative sales.

What you'll actually do:

• Be the face and voice of Penrose Welcome patients with genuine warmth, make them feel at home, and build relationships that keep them coming back — and referring their friends. You love hospitality and have the gift of lighting up a room!
• Educate and guide patients through their options Answer questions about our cash-pay wellness packages, regenerative therapy add-ons, and Medicare Concierge fees — with confidence and zero apology. You believe in this and it shows. We have a Director of Sales and Regenerative therapies that does the bulk of the explanation but you need to be prepared for questions and answers.
• Own the schedule and keep it full at all times and respond to patient's and provider's messages quickly Keep our providers' schedules full and efficient. You immediately work at filling the gaps. Work the waitlist, follow up on leads, minimize cancels, and book free consultations that convert. Confidently work in multiple platforms: EMRs, CRMs, and team chat applications, and Google docs.
• Handle insurance and billing with confidence Verify benefits, process authorizations, collect patient payments, and keep accounts receivable clean. You don't let money fall through the cracks.
• Cultivate leads and support growth Call and text new leads, listen for what they truly need, and connect them to the right services. You're not pushy — you're genuinely helpful, and that's what makes you great at this.

You're the right fit if you... Have a background in sales, medical office coordination, or high-volume customer service Are comfortable explaining out-of-pocket costs and holding your ground when a patient pushes back Can verify insurance benefits, understand authorizations, and communicate billing clearly to patients, work in multiple platforms like EMR and CRM and Google drive and Claudeai. Light up when you get to help someone understand they don't have to live with pain even if that means out of pocket expenses to achieve their goals Are highly organized, thrive in a fast-paced environment, and never let a follow-up slip Have 2+ years in a medical or service environment, and can give specific examples of how you've kept schedules full and how you like to educate clients on their options and what would best suit their goals Compensation: $19.00 - $23.00 per hour