Patient Care Coordinator

What You’ll Own
1. The Patient Experience

• Be the first and last impression patients have of Peak Performance Physical Therapy.
• Create a professional, welcoming, and positive experience every time.
• Answer questions and solve problems quickly and professionally.
• Communicate clearly with patients, providers, referral sources, and teammates.
• Make patients feel informed, valued, and taken care of.

• Own the schedule and help maximize provider availability.
• Keep appointments organized, accurate, and filled.
• Confirm appointments and proactively reduce avoidable cancellations and no-shows.
• Follow up quickly with referrals and new patients to get evaluations scheduled.
• Identify open spots and scheduling opportunities before they become lost revenue.
• Work with the clinical team to address scheduling challenges and bottlenecks.

• Help patients understand the services and programs available through Peak Performance.
• Clearly explain available options, pricing, scheduling, and next steps.
• Identify opportunities to connect patients with additional services that may benefit their overall experience.
• Communicate services professionally and ethically while following company policies and applicable healthcare requirements.
• Help patients understand the value of continuing their relationship with Peak Performance.

• Collect accurate demographic, insurance, referral, and billing information.
• Ensure required information is complete before services are provided.
• Process patient payments accurately and timely.
• Maintain accurate records and documentation.
• Complete administrative tasks that keep the clinic running efficiently.
• Protect confidential patient information.

• Understand that the front desk has a direct impact on clinic performance.
• Look for ways to improve scheduling, patient retention, communication, and efficiency.
• Bring problems forward with potential solutions—not just complaints.
• Take ownership of assigned responsibilities from start to finish.
• Support clinic leadership in achieving operational and patient experience goals.

• Follow HIPAA, privacy requirements, company policies, payer requirements, and applicable laws and regulations.
• Maintain patient confidentiality.
• Know when an issue needs to be escalated to a provider or leader.
• Never provide clinical advice or make treatment decisions outside the scope of the role.
• Represent Peak Performance and its values professionally at all times.
• Perform other duties as needed to support the success of the clinic.

• High school diploma or equivalent.
• Previous customer service, administrative, healthcare, or patient-facing experience.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking skills.
• Comfortable working in a fast-paced environment.
• Strong attention to detail.
• Comfortable using computers and scheduling systems.
• Ability to handle difficult conversations professionally.
• Ability to protect confidential information.
• A strong sense of ownership and accountability.

• Healthcare or physical therapy experience.
• Experience with scheduling, insurance, billing, or EMR systems.
• Associate’s or bachelor’s degree.
• Customer service or sales experience.
• Someone who naturally looks for ways to improve things instead of waiting for someone else to fix them.

You’re probably a great fit if you:

• Take ownership. You don’t need someone constantly checking behind you.
• Move fast. You understand that delays cost patients, time, and opportunities.
• Notice things. You see the empty spot on the schedule, the patient who needs a follow-up, and the problem that everyone else missed.
• Follow through. If…