Description

Pine Tree Society's Client Services Coordinators are our clients’ initial contact with the Audiology and Communication Pathways programs. This position performs general office support functions for both departments and for the Bath office building. This team-oriented position is fast-paced and adheres to all the processes and requirements that a medical office operates within. Coordinators have shared responsibilities between the two departments as well as specific duties and areas of expertise in their respective areas.

Essential Responsibilities:

• Manages multiple front office tasks with flexibility and proactive adaptability as clinic demands shift on a regular basis.
• Acts as primary point of contact for the Communication Pathways and Audiology programs. Ensures each patient has the best experience possible with timely, courteous, and caring interactions throughout their visit
• Receives/obtains referrals and ensures that all necessary documentation has been received.
• Verifies insurance/benefits and complete necessary paperwork.
• Liaison with client’s case managers to obtain MaineCare waiver authorizations for services and equipment purchases.
• Schedules appointments, entering all related data.
• Creates new client files and maintains existing files.
• Understands all services and appointment types for both programs. Effectively makes and adjusts patient appointments for an optimal schedule for providers.
• Maintains accurate records and enters data for wait list management, referrals, payees, payment plans, etc.
• Reviews provider charge documentation, working with Providers and Business Services to ensure accurate and timely documentation of procedures and charges.
• Works with Finance and Accounting to ensure timely filing of MaineCare claims, maintains all records of receipts for purchases.
• Contacts patients to confirm appointments.
• Manages speech and audiology provider licenses and CHRC expirations and renewals.
• Promptly, accurately, professionally and courteously assesses incoming calls, redirecting as needed.
• Opens and closes the Bath office as the first-in and last-out point of contact.
• Greets clients and visitors as they arrive in the building, maintaining and accurate visitor log.
• Receives mail and packages, notifying appropriate recipients of their delivery.
• Welcomes all visitors and notifies employees of their arrival, while maintaining an accurate visitor log.
• Sells Christmas cards and document sales as part of the annual holiday card sale.

Hearing Program Specific Responsibilities:

• Completes and mails Audiology reports in a timely fashion for use by clients, physicians and/or insurance companies. Mails requests for medical clearance to client’s physician for those clients returning for hearing aid fittings.
• Troubleshoots minor hearing aid problems and assists with pairing of hearing aids to each other and accessories as directed by the audiologist.
• Accurately explains complaints and provides necessary paperwork for repairs.
• Oversees sending new ear impressions, hearing aid orders and hearing aid repairs to manufacturers using appropriate carriers. Maintains accurate, up-to-date records on repairs, orders and returns.
• Collaborates with Audiologists’ needs for supplies, e.g. batteries, cleaning kits, etc.
• Compiles service metrics and distributes to program director and COO.

Speech and Assistive Technology Specific Responsibilities:

• Purchases waiver authorized equipment and accessories recommended on client’s evaluation report.
• Maintains inventory and tracks demo and loans through the AT4Maine web-based database. Assists with creating new client accounts on website, works with program director to process consumer requests, ships and/or receives shipments of assistive technology equipment for the assistive technology and demo and loan program.
• Assists with Durable Medical Equipment Documentation as needed.

Qualifications; knowledge, skills and abilities:

• Excellent organizational skills.
• Attention to detail for accuracy in completing forms, files and information requests.
• Demonstrated ability to utilize independent judgement.
• Ability to communicate effectively with a variety of individuals including fellow staff members, hearing impaired clients, physician offices, and insurance company personnel and the general public.
• Knowledge of and ability to understand medical insurance reimbursement processes and medical terminology.
• Demonstrated knowledge of and demonstrated competency in the use of computer-based accounting, spreadsheet, word processing and computer network utilization.
• Ability to organize time effectively and remain flexible in order to meet occasionally competing demands requiring time and attention.

Benefits: We offer a competitive salary, a comprehensive benefit package including health, dental, life, short-term disability as well as supplemental benefits, a 403(b) retirement plan, a generous PTO and paid holiday policy, which allows for a great work-life balance. EOE

Requirements

Education/Experience:

• Associate’s degree or higher preferred.

• Minimum 5 years administrative experience in multi-faceted positions.

• Prior experience of at least one year dealing with the public in a customer service position.