The Patient Care Coordinator (PCC) is the face of the clinic and the patient’s guide throughout his or her journey to better hearing. This includes providing a professional and inviting front office experience, managing the clinic schedule and patient accounts, maintaining patient records, organizing special events, leading retention efforts and more. The PCC is an essential component of the Clinic Team and a steward of its resources.
At Starkey Retail, we are setting a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy. This philosophy is driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions to enhance their lifestyle and overall well-being.
This role is an employment opportunity with Northland Hearing Centers, Inc. (referred to as “Starkey Retail”), a wholly owned subsidiary of Starkey Laboratories, Inc. All Starkey Retail positions are covered under Northland Hearing Centers, Inc.’s benefit and compensation programs.
JOB RESPONSIBILITIES
- Receive all patients into the clinic according to standards set forth by the company. (Reception Protocol)
- Acknowledge patients when they arrive. Stand up to greet and offer assistance, coffee and refreshments.
- Answer phones promptly using standard greeting, listen empathetically and follow phone script.
- Place same-day follow-up calls to new patients scheduled and those who did not show or cancelled their appointments.
- Facilitate a concierge-level patient experience in the front office. (Setting the Stage)
- Keep office neat, clean and current.
- Prepare coffee and refreshments every morning.
- Review charts for upcoming patient appointments using company checklist.
- Lead Morning Huddle on behalf of Clinic Team at the start of each day.
- Administer patient intake forms at check-in. Review and update PMS as needed.
- Participate as needed in patient education.
- Manage patient schedule on behalf of Clinic Team. (Schedule Optimization)
- Schedule and confirm all patient appointments.
- Enter appointment outcomes within twenty-four hours of completion.
- Use strategic scheduling to accommodate same- or next-day new patient appointments.
- Prep schedule in advance for daily Opportunities and Special Events.
- Manage patient accounts receivable, deposits and inventory for Clinic Team. (Accounts Management)
- Track all orders, sales and payments through patient management software.
- Adhere to purchasing and inventory guidelines.
- Maintain cash ‘till’ and make regular bank deposits.
- Reconcile all deposits daily and report weekly.
- Collect patient insurance information and request verification of benefits.
- Submit insurance billing requests. Monitor claim status for follow-up as needed.
- Comply with monthly Accounts Receivable and Inventory reporting requirements.
- Help build practice through patient contact, outreach and retention marketing. (Customer Lifecycle)
- Always schedule follow-up appointments for patients seen in the clinic.
- Be familiar with your clinic/regional marketing event calendar.
- Place follow-up calls to patients included in remarketing outreach and campaign reports as received.
- Ensure accurate patient record classification via updates to required fields and additional research as needed.
- Prepare for and participate in special events.
- Maintain day-to-day operational procedures. (Integration)
- Maintain office supplies and organization.
- Manage patient files per company standards.
- Adhere to HIPAA guidelines and protect patient privacy.
- Other duties/responsibilities as assigned
JOB REQUIREMENTS
Minimum Education, Certification and Experience Requirements
- Education
- High school diploma or GED
- Experience
- 1-2 years’ experience in a customer service or retail position preferred
Knowledge / Technical Requirements
- Proficient computer skills and preferred experience with Sycle, Pay Junction, Microsoft 365 programs, or similar systems
- Industry familiarity encouraged
Competencies, Skills & Abilities
- Excellent Customer Service skills
- Ability to manage all confidential information with complete discretion
- Ability to organize and multitask
- Problem solving skills
- Good communication and interpersonal skills required
- A strong desire to learn and positive outlook
- Ability to pass a basic computer assessment during in person interview
Working Conditions
- Standard office conditions
Equipment Operation
- Standard office equipment
Salary and Other Compensation:
The hourly rate for this position is between $18.00 - $21.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
This position is eligible for commissions based upon performance results. There is no guarantee of payout.
Benefits:
The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid sick and safe time, and 6 paid holidays annually.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
