Greater Purpose and Core Values: Athletico’s Greater Purpose is to empower people, inspire hope and transform lives. We accomplish this by providing exceptional, progressive, and cost-effective fitness, performance and rehabilitative services through personalized care that emphasizes education and prevention of future injury. This is accomplished through building on our Core Values of one team, understanding our business, recognition, people-focused, accountability, continuous innovation and trust and integrity, which are the foundation for our unique culture.

Position Summary:

The Patient Experience Coordinator (PEC) Float supports a group of clinics as a flexible front-office resource, delivering high-quality patient service and operational coverage wherever the need is greatest. The Float receives day-to-day coverage priorities through the regional Patient Experience team and partners closely with Clinic Managers, clinic teams, and Patient Experience leaders. The role protects clinic continuity during PTO, vacancies, call-offs, high-volume periods, onboarding, and transitions while reinforcing consistent standards and a seamless patient experience across every clinic served.

Essential Duties and Responsibilities:

• Provide professional, friendly, and compassionate service to patients, caregivers, and clinic teams in every interaction, including issue resolution and service recovery.
• Manage clinic schedules while covering assigned locations, matching patients with the appropriate clinician and maintaining access and patient flow.
• Complete new patient onboarding, including orientation, demographic and insurance data gathering, payment expectations, and warm handoffs to clinic staff.
• Verify patient insurance, support authorization and pre-certification requirements, and communicate benefits and payment options, escalating barriers through established workflows.
• Collect time-of-service payments and support patient balance conversations consistent with company standards.
• Coordinate patient-progress communication with physicians, nurse case managers, adjusters, and attorneys as directed by clinic priorities.
• Support patient expectations for visit frequency, scheduling, discharge planning, and post-care questions, partnering with the treating clinician for clinical guidance.
• Execute and reinforce Patient Experience SOPs across all assigned clinics, adapting to local workflows only when approved and not in conflict with standard work.
• Provide front-desk coverage for PEC PTO, vacancies, call-offs, leaves of absence, clinic openings, transitions, and high-volume periods.
• Support new or struggling PECs through shadowing, side-by-side coaching, and SOP reinforcement, with feedback on progress and barriers to the regional Patient Experience team.
• Complete process audits, observations, and adherence checks as assigned to identify workflow variation and improvement opportunities.
• Maintain clear coverage handoffs by reviewing clinic notes before arrival, documenting work completed, and communicating open items to the PEC and clinic leadership.
• Travel between clinics as assigned, managing time, mileage, equipment, and clinic access responsibly and flagging barriers that affect coverage.
• Support remote or hybrid operational work when assigned, including patient outreach, report cleanup, authorization follow-up, and multi-clinic task support.
• Adopt new systems and workflows, including the Raintree EMR, and support consistent use across covered clinics.
• Support clinic culture and patient recognition moments in partnership with the clinical team.
• Receive clinic assignments, coverage priorities, SOP guidance, and escalation direction through the regional Patient Experience team.
• Partner with Clinic Managers and clinic teams while covering in clinic, aligning on daily priorities, schedule needs, and clinic-specific handoffs.
• Act independently on routine front-office tasks within established SOPs; escalates policy exceptions, patient complaints, unresolved insurance or authorization barriers, and resource needs.
• Serve as a cross-clinic resource and process observer, sharing best practices and recurring barriers to improve consistency across the region.

Qualifications:

• Education:
  • High school diploma or equivalent required; associate or bachelor's degree preferred.
• Work Experience:
  • 1+ years of customer service, healthcare front-office, or administrative experience preferred; prior PEC or medical front-desk experience strongly preferred.
  • Experience supporting multiple locations or working in coverage/float capacities a plus.
• Knowledge and Technical Skills:
  • Strong customer service, communication, and interpersonal skills; able to build rapport quickly with new teams and adapt to different clinic environments.
  • Working knowledge of insurance verification, authorizations, and time-of-service collections, or demonstrated ability to learn quickly.
  • Proficiency with scheduling and EMR systems and Microsoft Office; able to learn new systems, including Raintree.
  • Strong organization, time management, and reliability; able to work independently with minimal day-to-day supervision.

Language Skills:

• Ability to read, write and speak English proficiently

Physical 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 focus.
• Regular travel between assigned clinics is an essential function of this role. A valid driver's license, reliable transportation, and proof of insurance are required. Mileage is reimbursed in accordance with company policy.

Work Environment: 

• Consistent with a standard office environment, noise level is low with little to no extraordinary 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.