Patient Experience Coordinator

Overview

The Patient Experience Coordinator at Brunswick PT ensures the delivery of an outstanding and smooth front desk experience. This role embodies the clinic's welcoming face, greeting patients warmly, empathetically, and professionally while managing administrative tasks that enhance collections and optimize clinician scheduling for improved operational success.

Primary Duties and Responsibilities

• Exemplify exceptional hospitality to all incoming patients and visitors, ensuring their experience exceeds expectations.
• Create and maintain a friendly, welcoming, and professional environment in the reception and waiting areas.
• Communicate proactively with patients about scheduling and rescheduling appointments aligned with clinicians' care plans, encouraging adherence to prescribed therapy duration.
• Verify patient insurance details and financial responsibilities ahead of visits, clearly explaining payment expectations.
• Collect co-pays, deductibles, and outstanding balances at each service point.
• Conduct professional follow-ups on patient balances through phone, text, and email correspondence.
• Collaborate with Clinic Director and therapists to ensure schedules are well-filled, appropriate visit frequencies are maintained, and plans of care are completed.
• Engage in timely outreach to patients to fill any scheduling gaps and encourage ongoing participation.
• Accurately input data into the Electronic Health Records (EHR) and scheduling systems to reduce cancellations and improve workflow efficiency.

Required Skills and Qualifications

• High emotional intelligence and strong interpersonal communication abilities.
• Comfort and proficiency in discussing financial matters with patients while managing collections diligently.
• Excellent organizational capabilities and effective time management.
• Technologically adept, especially familiar with Electronic Medical Records (EMR) systems such as Prompt or equivalents.
• KPI-focused with motivation driven by performance targets and incentives.

Physical and Additional Requirements

• Ability to remain seated for prolonged durations while working on a computer.
• Capability to lift objects up to 15 pounds occasionally.

Other Information

The outlined responsibilities and duties are not exhaustive and may change with or without notice to meet business needs.

Why Join Arete Health?

Arete Health is a growing outpatient physical therapy organization centered on delivering excellent clinical outcomes, fostering a collaborative team culture, and achieving operational excellence. The company values integrity, innovation, and putting people first by empowering both therapists and support staff. Employees contribute to building a mission-driven enterprise that prioritizes patient and provider engagement.

Equal Opportunity Employment

Arete Health is committed to providing equal employment opportunities without discrimination based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other protected characteristic under applicable laws.