Patient Experience Coordinator

Description

Job Summary:

The Patient Experience Coordinator ensures Brunswick PT delivers an exceptional and seamless front office experience. This individual is the face of the clinic, welcoming every patient with energy, empathy, and excellence while supporting back-end administrative functions to drive collections and optimize the schedule for clinical efficiency and growth.

Supervisory Responsibilities:
• None.

Duties/Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

1. 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.


2. 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.

3. 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.

Requirements

Required Skills/Abilities:
• 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

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.


Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Why Join Us?

Arete Health is a growing, patient-centric outpatient physical therapy provider focused on excellence in clinical outcomes, team culture, and operational performance. We empower our therapists and support teams to thrive in an environment that values care, integrity, and innovation. At Arete Health, we believe that leadership is about people first. You'll play a key role in scaling a mission-driven organization that puts patients and providers at the center of everything we do.

Arete Health 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.