Patient Care CoordinatorPosition Summary
Virginia Hearing Consultants is seeking a professional, organized, and proactive Patient Care Coordinator to serve as the primary point of contact for our patients and support the provider in delivering exceptional hearing healthcare. This individual plays a critical role in creating a positive patient experience, coordinating care, maintaining efficient office operations, and ensuring patients feel supported throughout their hearing healthcare journey.
The ideal candidate is highly organized, comfortable communicating with patients by phone, able to manage multiple priorities simultaneously, and skilled at building rapport while maintaining professionalism. Success in this position requires initiative, problem-solving ability, attention to detail, and a genuine desire to help others.
Key ResponsibilitiesPatient Communication & Relationship Management
- Serve as the first point of contact for patients both by phone and in person.
- Answer incoming phone calls and return messages promptly and professionally.
- Schedule, confirm, and manage patient appointments with accuracy and attention to detail.
- Conduct proactive outbound communication regarding appointments, annual hearing evaluations, hearing aid services, repairs, recalls, and other patient needs.
- Build positive, trusting relationships with patients through consistent and compassionate communication.
- Assist patients in understanding office processes, appointment expectations, and next steps in their care.
- Ensure every patient interaction reflects the practice's commitment to exceptional service.
Hearing Aid Coordination
- Manage all incoming and outgoing hearing aid shipments, repairs, and manufacturer communications.
- Track hearing aid orders, repairs, exchanges, and warranties.
- Coordinate and monitor the hearing aid loaner program, including patient follow-up and device returns.
- Maintain accurate records of all hearing aid transactions and communications.
- Communicate effectively with patients regarding repair timelines, device availability, and service updates.
Administrative Support
- Maintain accurate and organized patient records, forms, correspondence, and documentation.
- Process incoming mail, deliveries, and office communications.
- Prepare daily schedules and documentation to support efficient patient flow.
- Assist with insurance verification, patient paperwork, and administrative projects as assigned.
- Anticipate provider needs and ensure resources, equipment, and materials are available and organized.
Patient Follow-Up & Practice Support
- Monitor outstanding patient needs and ensure appropriate follow-up is completed.
- Contact patients regarding unfinished treatment plans, pending appointments, annual care recommendations, and hearing aid services.
- Track and complete follow-up tasks consistently and independently.
- Support patient retention efforts through timely communication and relationship-building.
- Identify opportunities to improve the patient experience and office efficiency.
Problem Solving & Troubleshooting
- Address patient concerns professionally and seek solutions whenever possible.
- Use sound judgment to balance patient needs with practice policies and operational priorities.
- Resolve scheduling, communication, and logistical issues independently when appropriate.
- Escalate concerns to the provider when necessary while maintaining clear documentation.
Professionalism & Confidentiality
- Maintain strict patient confidentiality and HIPAA compliance.
- Demonstrate professionalism, empathy, and respect in all interactions.
- Remain calm, objective, and solution-focused during challenging situations.
- Maintain appropriate emotional boundaries while providing excellent patient care.
Qualifications
- Previous experience in healthcare, medical office administration, audiology, customer service, hospitality, patient coordination, appointment setting, call center operations, or related fields preferred.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Comfortable making outbound phone calls and maintaining ongoing communication with patients.
- Demonstrated ability to build rapport quickly and navigate difficult conversations professionally.
- Strong problem-solving skills and ability to work independently.
- Proficiency with scheduling software, electronic health records (EHR), Microsoft Office, and general office technology.
- High level of professionalism, reliability, discretion, and attention to detail.
Attributes for Success
- Warm, welcoming, and patient-focused.
- Confident and comfortable communicating by phone.
- Naturally organized and detail-oriented.
- Persistent and proactive in completing follow-up tasks.
- Calm and professional under pressure.
- Self-directed and able to work independently.
- Adaptable to changing priorities and competing demands.
- Committed to delivering exceptional service and creating positive patient experiences.
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Application Question(s):
- What previous employment experiences make you a good candidate for this position?
- How do you feel about having a technical portion of the interview?
- Describe your ideal job.
Work Location: In person
