Patient Experience Specialist - NW Chicago Suburbs

Position Overview

This role requires local travel between the below clinic locations:

Arlington Heights

Wheeling

Buffalo Grove

Rolling Meadows

Libertyville

Prospect Heights

Palatine

Lincolnshire

Wheeling

Vernon Hills

About Us:

At Athletico, we believe in the power of support – because a little help can lead to extraordinary achievements. Physical therapyisn’tjust about recovery;it’sabout transformation. Our team thrives on providing life-changing care for our patients, and we know that achieving this begins with taking care of our own.

Our mission is simple yet powerful:
Extraordinary people improving lives.

Position Summary:

Reporting to the Patient Experience Manager, the Patient Experience Specialist is responsible for the end-to-end patient experience during clinic visits and other interactions, serving as a patient experience domain expert.

Essential Duties and Responsibilities:

The below is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organization and the overall business objectives of the organization.

• Drive consistent, seamless patient journey experience
• Observe the patient experience in clinic setting, and communicate patient experience and front-office operational successes, pain points and opportunities back to Operational Excellence team
• Oversee day-to-day Standard Operating Procedure (SOP) adherence in accordance with OE guidelines for front office and customer service activities in the field
• Coach and mentor Patient Experience Coordinators to provide best in class customer service to patients and help create targeted development plans as needed
• Support development and execution of patient experience and design improvement plans based on patient feedback surveys
• Provide insight and feedback for the Patient Experience Coordinator recruiting, hiring and training in partnership with HR business partners and Clinic Managers
• Manage scheduling for assigned Patient Experience Coordinators and establish best practice for PEC coverage for time off, and provide PEC coverage if needed
• Ensure that PECs thoroughly understand Billing Center (BC) and time of service collections procedures and coordinate coaching and communications as indicated
• Support development and maintenance of the patient complaint resolution process

Additional Benefits offered with this full-time position:

• Medical & Rx, Dental and Vision(eligibility begins day one of employment)
• HSA, Healthcare FSA, Dependent Care FSA
• Progyny Fertility Benefit
• Critical Illness, Accident, & Hospital Indemnity Insurance
• Company Paid Basic Life / AD&D
• Supplemental Life Insurance (Employee, Spouse, Child)
• Company Paid Short-Term & Long-Term Disability
• Long-Term Disability Buy-Up Option
• Company Paid Maternity & Parental Leave
• Adoption & Surrogacy Expense Reimbursement
• Kinder Care Discount
• Legal & Credit Monitoring
• Student Loan Repayment Program (eligible clinicians only)17 daysPTO (accrual startsimmediatelyupon hire)
• 6 Major Holidays off plus 2 floating holidays yearly
• 5 CEU PTO Days
• Physical Therapy/Occupational Therapy benefits as an employee
• Bereavement Time Off & Resources
• Commuter:
  Pre-Tax Transit & Parking
• Retirement 401(k) w/ Per-Pay Company Match
• SoFi Financial Wellness Tools & Loan Resources
• HUSK Fitness Resources & Gym Discounts
• Home, Auto, and Pet Insurance
• Employee Assistance Program (EAP)
• Employee Discount Program
• Learn more by checking outour 2026
  
  Athletico's Benefits Summary.

Qualifications:

• Education:
  • High School Diploma
• Work Experience:
  • 2 years of experience as Athletico Patient Experience Coordinator
• Knowledge and Technical
  
  Skills:
  • Excellent problem-solving skills
  • Proficient with the use of MS Office and Outlook

Language

Skills:

• Ability to read, write and speak English proficiently

Physical Demands:The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

• Ability to fulfill office activities including but not limited to remain stationary for extended periods of time (i.e.…