Patient Care Coordinator (Full Time) in Okemos, Michigan at Peak Performance Physical Therapy

The Patient Care Coordinator is one of the most important roles in the clinic.

You are the person who helps turn a new patient into a scheduled patient, a scheduled patient into a cared-for patient, and a great patient experience into a reason people keep coming back and refer others.

Your role is to:

Keep the clinic moving. Keep patients taken care of. Keep the schedule full.

You will own the front-desk experience, scheduling, patient communication, administrative accuracy, and service education. You will work closely with providers and clinic leadership to remove bottlenecks, solve problems, and create an experience patients remember for the right reasons.

This is not a “sit at the front desk and answer the phone” job. We are looking for someone who takes ownership, sees what needs to be done, and gets it done without waiting to be told.

• 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 you say you're going to do something, it gets done.
• Communicate. You don't let problems sit in silence.
• Care about the patient. You understand that great service isn't a script—it's how you make people feel.
• Think like an owner. You understand that great patient care and a healthy business support each other.

• Professional outpatient physical therapy clinic.
• High level of interaction with patients, providers, and team members.
• Fast-paced environment with frequent changes in priorities.
• Primarily front-desk and administrative work with regular movement throughout the clinic.

• Ability to sit and/or stand for extended periods.
• Frequent use of computers, phones, and office equipment.
• Ability to move throughout the clinic as needed.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

If you want a job where you simply check people in and answer phones, this probably isn't it.

If you want to own the patient experience, help build a great clinic, solve problems, keep the schedule moving, and have a measurable impact on the business, we want to talk to you.