Patient Care Coordinator - Mason Clinic

Job Summary

The Patient Care Coordinator (PCC) oversees front desk operations and plays a critical role in supporting clinic production, patient experience, and overall business performance. This position ensures patients arrive on time, schedules are optimized for efficiency, and all required documentation and billing information are obtained accurately. The PCC also serves as a key ambassador of Peak Performance Physical Therapy by educating patients on services and proactively identifying opportunities to enhance patient care through appropriate service recommendations.

Essential Duties and Responsibilities

• Ensure smooth and professional internal and external communication across the clinic.
• Manage patient scheduling efficiently to support maximum provider productivity.
• Confirm and maintain patient appointments to reduce no-shows and cancellations.
• Ensure referrals convert into evaluations with minimal delay.
• Obtain complete and accurate billing, insurance, and demographic information prior to services being rendered.
• Collect front desk payments accurately and in a timely manner.
• Complete assigned administrative and operational tasks to support daily clinic operations.
• *Educate patients, referral sources, and the community on Peak Performance Physical Therapy services.
• *Proactively educate patients on available services, programs, and treatment options, recommending appropriate add-on or supplemental services based on patient needs and established plans of care.
• *Upsell services in a professional, ethical, and patient-centered manner while adhering to company policies, payer guidelines, and applicable healthcare regulations.
• *Support clinic revenue growth by identifying opportunities to enhance the patient experience through service awareness and engagement.
• Maintain compliance with all federal, state, and local employment laws, healthcare regulations, and company policies.
• Perform other duties as assigned or as needed to support clinic operations.

Qualifications

• High School Diploma or equivalent required.
• Associate’s or Bachelor’s Degree preferred.
• Previous experience in a healthcare setting preferred.
• Customer service experience in a patient-facing or healthcare environment.
• Strong administrative skills including scheduling, coordination, and record-keeping.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Ability to address patient concerns with empathy, professionalism, and solution-oriented thinking.
• Comfortable discussing services, pricing, and treatment options with patients in a compliant and ethical manner.
• Sales-oriented mindset with the ability to promote services that support patient outcomes and align with company standards.
• Proficiency with computers and healthcare scheduling software.
• Ability to adapt to changing priorities and workflows.
• Knowledge of and adherence to HIPAA and other applicable privacy and confidentiality regulations.
• Ability to work opening shifts and closing shifts to maximize business hour coverage.

Work Environment

• Primarily operates in a professional office and front desk setting.
• Regular interaction with patients, providers, and administrative staff.
• Dynamic environment requiring flexibility during peak clinic hours.

Physical Requirements

• Ability to sit for extended periods while performing administrative tasks.
• Frequent use of computers, phones, and office equipment.
• Ability to communicate effectively in person and over the phone.
• Occasional movement throughout the clinic and waiting areas.