Cheryl Paglialunga

• Oversee front office operations for 4 private clinics across SC and NC, managing, mentoring, and developing a team of 7 Patient Services Coordinators (PSCs).
• Partner with Clinic Managers, DFOs, and DDOs to maintain clinic efficiency, compliance, and patient experience standards.
• Lead onboarding and training for all new PSCs, establishing consistency and accountability in front office processes.
• Coordinate hiring processes with Recruiting and HR, from screening to onboarding completion and system setup.
• Monitor key operational metrics including scheduling, patient retention, and authorization management to ensure productivity targets are met.
• Support ongoing professional growth and maintain high engagement and retention—achieving minimal turnover across clinics.
• Ensure accuracy of POC documentation, insurance authorizations, and scheduling using Raintree and WebPT EMR systems.
• Contribute to development of actionable accountability trackers and clinic improvement plans in partnership with leadership teams.
• Key Achievements:
• Promoted three times in three years for demonstrated leadership, initiative, and operational success.
• Designed onboarding tools and workflow templates that reduced training time for new PSCs by 40%.
• Improved cross-clinic communication and scheduling efficiency through consistent process implementation.

Experienced front-office leader overseeing operations across three physical therapy clinics, managing a team of 4–5 Patient Service Coordinators. Skilled in scheduling, patient intake, insurance verification, and prior authorizations, with expertise in EMR management (WebPT). Adept at streamlining clinic workflows, coaching staff, ensuring compliance with HIPAA and regulatory standards, and delivering an exceptional patient experience.

Efficient and patient-focused coordinator with experience managing front-office operations in a fast-paced physical therapy environment. Skilled in scheduling, patient intake, insurance verification, prior authorizations, and EMR management (WebPT). Adept at providing excellent patient experiences, supporting clinical staff, and ensuring smooth clinic operations while maintaining compliance with HIPAA and regulatory standards.