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.

This position requires partial coverage of our Holland Clinic temporarily.

Approach 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

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.

Working Conditions:

• Normal office conditions
• Occasional travel required for training and meetings

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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