Patient Care Specialist – Front Desk

Responsibilities

• Serve as the first point of contact for patients, creating a warm, welcoming, and exceptional patient experience.
• Manage patient scheduling, including initial evaluations, follow-up visits, re-evaluations, appointment reminders, and cancellations.
• Answer and manage multi-line phone calls, respond to patient inquiries, and provide excellent customer service.
• Coordinate new patient intake, collect required documentation, and track incoming referrals to ensure timely scheduling.
• Verify insurance eligibility and benefits, track authorized visits, and communicate coverage information to patients.
• Collect copayments, deductibles, and patient balances while maintaining accurate payment records.
• Serve as a liaison between patients, physicians, therapists, and other healthcare providers to ensure seamless communication and coordination of care.
• Send evaluation reports, progress notes, and other clinical documentation to referring physicians while maintaining accurate tracking logs.
• Coordinate with billing teams to submit necessary insurance documentation, Explanation of Benefits (EOBs), and other billing-related paperwork.
• Manage incoming mail, faxes, and correspondence, ensuring timely distribution and follow-up.
• Communicate closely with therapists and clinic leadership regarding patient arrivals, scheduling changes, and daily clinic operations.
• Maintain accurate patient records and administrative documentation while ensuring HIPAA compliance and patient confidentiality.
• Support daily front-office operations, keeping the reception area organized, efficient, and welcoming.
• Contribute to a positive, team-oriented environment where patients feel valued, supported, and cared for throughout their rehabilitation journey.

Skills & Qualifications

• High school diploma or GED required.
• Excellent communication and customer service skills with a friendly, professional, and welcoming personality.
• Strong organizational skills with the ability to multitask, prioritize responsibilities, and pay close attention to detail in a busy clinic environment.
• Compassionate, patient, and empathetic toward individuals experiencing pain, discomfort, or mobility challenges.
• Positive attitude, strong work ethic, reliability, and integrity with a genuine passion for helping others.
• Comfortable answering multiple phone lines, scheduling appointments, and managing daily front-office responsibilities.
• Proficient with computers and able to quickly learn scheduling systems, electronic medical records (EMR), and other office technology.
• Experience with insurance verification, patient registration, and medical billing processes is a plus.
• Previous experience in a medical office, physical therapy clinic, or customer service role is preferred but not required.
• Ability to work independently while contributing to a supportive, team-oriented environment.
• Dependable transportation and a commitment to punctuality and consistent attendance.
• Willingness to learn, take initiative, and grow with our expanding clinic.