Our Culture

• An experienced team built around a culture of professional growth and knowledge-sharing.
• We celebrate innovation – providing our patients with the most innovative technology and the most effective hearing devices.
• We serve with passion, purpose and excellence.
• Total Team Approach – Our staff functions together as a cohesive group of hearing professionals. We coordinate the individual expertise of all staff members to provide the best possible care for our patients.

The Patient Care Coordinator (PCC) is the face of the clinic and the patient’s guide throughout his or her Journey to better hearing.

Qualifications

•Knowledge, skills and abilities for performance of essential duties

•Solid computer skills

•Industry familiarity encouraged

•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

•The PCC 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 PCC is an essential component of the Clinic Team and a steward of its resources

-Approach and Deployment (What to Do & How to Do It)

• Receive all patients into the clinic according to standards set forth by the company
• Acknowledge patients when they arrive
• Stand up to greet and offer assistance.
• 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 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
• Participate as needed in patient education
• Manage patient schedule on behalf of Clinic Team. (Schedule Optimization)
• Schedule and confirm all patient appointments
• Make sure appointment outcomes are finished 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.
• 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
• 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

-Accounts Management

• Track all orders, sales and payments through PMS system
• Adhere to 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
• Handle insurance requests
• 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 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
• Maintain office supplies and organization
• Manage patient files per company standards

Job Type: Full-time

Pay: $25,000.00 - $35,000.00 per year

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Preferred)

Ability to Commute:

• Valdosta, GA 31602 (Required)

Ability to Relocate:

• Valdosta, GA 31602: Relocate before starting work (Required)

Work Location: In person