Patient Services Coordinator

Starkey HearCare
US - Florida - Bonita Springs
November 15, 2024

The Patient Services Coordinator (PSC) is the face of the clinic and the patient's guide throughout his or her Journey to better hearing. The PSC is responsible for coordinating all aspects of patient care. 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 PSC is an essential component of the Clinic Team and a steward of its resources.

Schedule: M-F 8:30 - 5 pmApproach and Deployment (What to Do & How to Do It)

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 PMS system.
Adhere to PO Process and inventory guidelines.
Maintain cash 'till' and make regular bank deposits.
Reconcile all deposits daily and report weekly.
Collect patient insurance information and verify benefits.
Submit insurance billing requests. Monitor claim status for follow-up as needed.
Comply with monthly AR 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.

Results - Performance Measures (How to Measure Success)

Customer Retention - Measured by active customers as a percentage of clinic total customers
Patient Referrals - Measured percentage of referrals from your active customer database
Same- or Next-day New Patient Appointments - Measured by the number of days 'wait time' for Hearing Consultation
Days Sales to Cash - Measured by the number of business days payments are outstanding
Maximized Opportunities - Measured by the percentage of Hearing Consultations completed with a companion (to scheduled)

Other Duties (Non-Measurable)

Support Northland Employee Corporate and/or Department Guidelines
Adhere to guidelines set forth in the Employee Handbook
Support corporate health and safety objectives
React to change productively and handle other essential duties as assigned
Actively engage in meetings and training sessions applicable to the position

Job Requirements (Knowledge, skills and abilities for performance of essential duties])

Minimum education, certification and experience requirements:

Education: High school diploma preferred or equivalent work history
Experience: Some experience in a customer service or retail position desirable.
Knowledge: Solid computer skills and knowledge of Microsoft Office Programs
Industry familiarity encouraged

Skills & Abilities

Excellent Customer Service skills
Ability to organize and multitask
Problem solving skills
Good communication and interpersonal skills required
A strong desire to learn
Positive outlook
Joy, Respect and Courage
Responsibilities

Exercise of authority or supervision over others:

N/A

Budgetary Responsibilities:

N/A

Confidential Information:

This position has access to a variety of confidential customer data.

Required Communication:

External: This position communicates regularly with patients, manufacturers, other vendors, and insurance companies
Internal: This position communicates regularly with the administrative, clinical and leadership teams.

Work Context Working Conditions:

Normal office conditions
Occasional travel required for training and meetings

Equipment Operation: General equipment

Shape

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
• LI-EB1
• Audibel

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Read the full job description and apply online on the recuiter's web-site

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