Patient Care Coordinator (Cary, NC)

Patient Care Coordinator

The Patient Care Coordinator (PCC) is the face of the clinic and the patient's guide throughout his or her journey to better hearing. 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. At Starkey Retail, we are setting a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy. This philosophy is driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions to enhance their lifestyle and overall well-being.

Schedule: Monday - Friday; 8:30 AM - 5:00 PM

Job Description:

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, 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. 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 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. Track all orders, sales and payments through patient management software. Adhere to purchasing and inventory guidelines. Maintain cash 'till' and make regular bank deposits. Reconcile all deposits daily and report weekly. Collect patient insurance information and request verification of benefits. Submit insurance billing requests. Monitor claim status for follow-up as needed. Comply with monthly Accounts Receivable and Inventory reporting requirements. Help build practice through patient contact, outreach and retention marketing. 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. Maintain office supplies and organization. Manage patient files per company standards. Adhere to HIPAA guidelines and protect patient privacy. Other duties/responsibilities as assigned

Job Requirements:

Minimum Education, Certification and Experience Requirements

Education: High school diploma or GED

Experience: 1-2 years' experience in a customer service or retail position preferred

Knowledge / Technical Requirements:

Proficient computer skills and preferred experience with Sycle, Pay Junction, Microsoft 365 programs, or similar systems

Industry familiarity encouraged

Competencies, Skills & Abilities:

Excellent Customer Service skills

Ability to manage all confidential information with complete discretion

Ability to organize and multitask

Problem solving skills

Good communication and interpersonal skills required

A strong desire to learn and positive outlook

Ability to pass a basic computer assessment during in person interview

Work Context:

Working Conditions: Standard office conditions

Equipment Operation: Standard office equipment

Salary and Other Compensation: The annual hourly rate for this position is between $16.29 - $23.62 per hour. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate. Benefits: The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid sick and safe time, and 6 paid holidays annually.