Clinical Scheduling Coordinator

At Audibel, a subsidiary of Starkey Hearing Technologies, we are setting a new standard for excellence in hearing healthcare with commitment to our Patient Journey philosophy. This philosophy is driven solely by the special needs of our patients and our commitment to serve them. That means carefully guiding our patients on how to choose the best style and technology to enhance their lifestyle.

The Clinical Scheduling Coordinator is responsible for providing a high level of customer service via patient scheduling through the Customer Care Center. The coordinator is responsible for creating a positive first impression and providing a quality patient journey experience. This position will answer inbound calls, schedule hearing care appointments for our clinic network, and address customer concerns. The coordinator must possess the ability to work well as part of a team, being open-minded towards the ideas and views of leads, and providing and receiving feedback.

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.

You Will

• Provide personalized customer service to all patients with an emphasis on scheduling hearing appointments.
• Answer inbound calls as well as assist patients who have specific inquiries.
• Effectively communicate the benefits of seeking provider care in the clinic.
• Practice active listening to better serve patients.
• Stay updated on all applicable aspects of hearing profession and gather, comprehend, and interpret basic patient information for marketing purposes.
• Use sound judgment in managing difficult patient situations, respond promptly to the needs of the patient, and respond to requests for service/assistance.
• Seek out improvement opportunity as well as promote
• Update patient management software database with call notes, changes, and the status of each patient.

Results – Performance Measures (How to Measure Success)

• Provide a quality Patient Journey Experience over the phone ensuring a consistent, timely, courteous and thorough resolution.
• Strive to maintain at least an 85% appointment conversion rate.
• Attend training on applicable patient management software.
• Maintain professionalism with challenging patient interaction
• Ensure data accuracy in patient management system regarding all call activity.
• Ensure efficient use of wrap up time following each patient call.

Minimum education, certification and experience requirements:

• High School degree required or equivalent work history.
• Previous call center experience preferred.
• Office/Administrative experience preferred.

Knowledge, Skills & Abilities

• Good computer skills and knowledge of Microsoft Office including Outlook and Excel.
• Be adept in using search tools, browsers, and email features.
• Familiarity with Microsoft Dynamics CRM.
• Ability to organize and multitask between patients, phone, and computer.
• Good problem-solving, analytical abilities, communication, organization, and interpersonal skills required.
• Friendly, upbeat, and positive attitude as well as the ability to work as part of a team.
• Demonstrated ability to follow instruction.
• Excellent phone manner and professionalism.
• Excellent written and verbal communication skills.
• High level of motivation.

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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.

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