Front Desk Coordinator (Full Time-Floater)

About the role

Metro Physical & Aquatic Therapy is a multidisciplinary clinic offering physical, occupational, speech therapy, massage, and acupuncture services. The Clinic Support Associate supports front desk operations and assists clinicians with patient care, ensuring a smooth, welcoming experience for patients in a fast‑growing environment.

Responsibilities

• Greets and welcomes patients and visitors in person or over the phone, answering or directing inquiries and checking in patients.
• Delivers high‑level customer service, optimizes provider time, maximizes treatment room utilization through accurate appointment scheduling (in person or via phone).
• Manages scheduling operations to maximize provider availability and treatment room usage.
• Maintains on‑time patient flow by notifying clinicians of arrivals, monitoring service delivery against the schedule, and alerting providers of delays.
• Receives and processes incoming faxes promptly.
• Performs accurate data entry into the EMR system (patient information, treatment plans, updates).
• Generates reports, logs, and lists, including financial reconciliations and patient retention tracking, with high accuracy.
• Ensures co‑pays are tallied, reconciled, and manages credit extended to patients.
• Sets up new and returning patient cases in Theraoffice, obtaining and verifying demographic and insurance information.
• Contacts treating physicians to obtain updated prescriptions for OT/PT treatments and obtains Plans of Care, updating the system.
• Assists patients during therapy by applying heat packs, paraffin dips, helping into pools and onto equipment, monitoring exercise, and guiding through prescribed routines.
• Educates patients on proper equipment use and exercise techniques for safety and effectiveness.
• Prepares patients for therapy treatments by providing comfort, assistance, and reassurance.
• Provides information to patients by answering questions, addressing concerns, and alleviating fears with empathy and professionalism.
• Maintains patient confidentiality and protects sensitive information in compliance with HIPAA and clinic policies.
• Maintains a safe, clean, and organized environment; complies with all procedures, rules, and regulations.
• Performs light cleaning duties including laundry, treatment table turnover (cleaning and sanitizing), and garbage disposal.
• Prepares treatment rooms by sterilizing and delivering equipment and supplies, positioning equipment for therapist access, assisting patients on equipment, and following prescribed protocols before patient arrival.
• Answers calls from physicians, hospitals, and patients, demonstrating exemplary customer service skills.
• Maintains physical therapy supplies inventory by monitoring stock levels, anticipating needs, placing and expediting orders, and verifying receipt of supplies.
• Performs other duties and assignments as required to support clinic operations and patient care.

Requirements

• High school diploma or GED required.
• One (1) year of medical office experience preferred, with familiarity in EMR systems a plus.
• One year of experience in a customer‑service‑oriented role strongly preferred.
• Ability to work in a fast‑paced environment, juggle and prioritize multiple tasks, and seek supervisory assistance as needed.
• Ability to assist or find appropriate assistance to make accommodations for disabled individuals to ensure access to services.
• Physical requirements: frequently required to walk, stand, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. Regularly lift and/or move up to 40 pounds. Specific vision abilities required: close vision, distance vision, and depth perception.

Skills

• Proficiency in Google Suite required.
• Strong communication skills and ability to interact professionally with customers, co‑workers, and management while calmly and effectively resolving client concerns.
• Ability to work effectively within a team environment.
• Excellent interpersonal skills and ability to quickly adapt to new programs.
• Ability to successfully complete in‑service training.
• Ability to observe, evaluate, and record patients' conditions, reactions, and changes in physical condition.
• Ability to maintain a professional attitude