Senior Office Coordinator Front Desk & Patient Experience Lead

Who We Are

Roscoe Physiotherapy Co. is a locally owned physical therapy clinic in Hermitage, PA.
We help people feel better, move better, and get back to living their lives.

Our front desk team is the first voice our patients hear and the first face they see.
We believe a great experience at the front desk matters just as much as great care in the clinic.

We’re hiring a Senior Office Coordinator to lead our front desk and make sure every part of the patient experience — from the first phone call to the final visit — runs smoothly, clearly, and with genuine care.

About This Role

This is a senior, hands-on role for someone who truly understands how a medical front desk works.

You will be responsible for running and improving every part of our front office — including scheduling, patient communication, payments, insurance coordination, and daily administrative flow — while also helping set the tone and standard for our front desk team.

You will still greet patients, answer phones, and work side-by-side with the team every day.

How You Help Our Patients and Our Team

Leading the Front Desk Experience

• Create a warm, organized, and professional front desk environment
• Make sure every patient feels welcomed, respected, and supported
• Handle more complex patient situations with calm, empathy, and confidence
• Set the standard for how our front desk communicates with patients and therapists

Keeping the Schedule Healthy and the Clinic Running Smoothly

• Take ownership of the daily and future schedule
• Help make sure patients are scheduled appropriately and efficiently
• Manage cancellations and schedule changes in a way that supports both patients and therapists
• Proactively reach out to patients to fill schedule openings and keep care moving forward

Helping Patients Understand Payments and Coverage

• Collect copays and private-pay balances accurately and professionally
• Clearly explain visit costs, payment expectations, and basic insurance information
• Help patients understand their benefits, visit limits, and authorization requirements
• Work through common billing or coverage questions with patience and clarity

Insurance, Authorizations, and Referrals

• Verify benefits and coverage before visits when needed
• Coordinate authorizations and referrals so patients can stay focused on their care
• Communicate coverage limitations in a kind, honest, and easy-to-understand way
• Partner closely with therapists and leadership when insurance issues arise

Communication and Patient Follow-Up

• Support incoming calls and online inquiries
• Help turn new patient inquiries into scheduled evaluations
• Follow up with patients who cancel, miss visits, or need help staying on schedule
• Represent Roscoe Physiotherapy with a friendly, confident, and solutions-focused voice

Owning Front Office Systems and Daily Workflow

• Keep patient information accurate and organized in our EMR
• Make sure front desk processes are followed consistently and correctly
• Look for small ways to make front office workflows smoother and more efficient
• Help train and support Front Desk Associates as they learn and grow

Supporting the Clinic as a Whole

• Keep the front desk area organized, clean, and patient-ready
• Maintain front office supplies and basic organization
• Assist with reporting, audits, and administrative projects as needed
• Be a reliable leader presence for the front desk team

What Success Looks Like at Roscoe

• Patients feel comfortable, informed, and genuinely cared for
• The schedule is organized and proactively managed
• Payments and documentation are accurate and handled on time
• Insurance and authorization issues are addressed early, not after problems occur
• The front desk team feels supported and clear on expectations

Who We’re Looking For

• You have experience working in a medical or therapy clinic front office
• You are comfortable managing a busy schedule and high phone volume
• You can confidently talk with patients about costs, coverage, and expectations
• You stay calm and positive when things get busy
• You care deeply about creating a great experience for every patient
• You take ownership of your work and look for ways to improve how things run

Schedule & Pay

• Full-time position
• Hourly pay: $18–$23 per hour, based on experience and skill level
• Benefits available for full-time positions including health insurance, 401k, and PTO.
• Opportunities to grow with a locally owned clinic

Why You’ll Enjoy Working at Roscoe

• Supportive, upbeat team culture
• Leadership that values people and communication
• A clinic that genuinely cares about its patients and its staff
• The chance to make a real impact on how our clinic operates every day

How to Apply

If you love helping people, enjoy building organized systems, and have experience running a busy medical front desk, we would love to meet you!