Clinical Scheduling Coordinator

Starkey Canada•Glencoe Township, MN

6d•Onsite

About The Position

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.

Requirements

High School degree required or equivalent work history.
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.

Nice To Haves

Previous call center experience preferred.
Office/Administrative experience preferred.

Responsibilities

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.
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.