TEMP Clinical Scheduling Coordinator

Starkey Canada•Glencoe Township, MN

About The Position

At Audibel, a subsidiary of Starkey Hearing Technologies, the Clinical Scheduling Coordinator provides a high level of customer service through patient scheduling in the Customer Care Center. The role helps create a positive first impression and a quality patient journey by answering inbound calls, scheduling hearing care appointments for the clinic network, and addressing customer concerns. The coordinator works as part of a team, remains open to leads’ ideas and views, and gives and receives feedback. Success includes delivering consistent, timely, courteous, and thorough phone resolutions; striving for an appointment conversion rate of at least 85%; maintaining accurate patient-management-system records; handling challenging interactions professionally; attending applicable software training; and using call wrap-up time efficiently. The listed duties are not all-inclusive and describe the general nature of the role.

Requirements

High school degree or equivalent work history.
Good computer skills and knowledge of Microsoft Office, including Outlook and Excel.
Ability to use search tools, browsers, and email features.
Ability to organize and multitask among patients, phone, and computer.
Good problem-solving and analytical abilities, communication, organization, and interpersonal skills.
Friendly, upbeat, and positive attitude and ability to work as part of a team.
Demonstrated ability to follow instructions.
Excellent phone manner and professionalism.
Excellent written and verbal communication skills.
High level of motivation.

Nice To Haves

Previous call center experience.
Office or administrative experience.
Familiarity with Microsoft Dynamics CRM.

Responsibilities

Provide personalized customer service to patients, with an emphasis on scheduling hearing appointments.
Answer inbound calls and assist patients with specific inquiries.
Communicate the benefits of seeking care from a provider in the clinic.
Practice active listening to better serve patients.
Stay updated on applicable aspects of the hearing profession and gather, comprehend, and interpret basic patient information for marketing purposes.
Use sound judgment when managing difficult patient situations, respond promptly to patient needs, and respond to requests for service or assistance.
Seek improvement opportunities and promote improvement.
Update the patient-management-software database with call notes, changes, and each patient’s status.
Attend training on applicable patient-management software.
Maintain professionalism during challenging patient interactions and ensure accurate records of call activity.
Use call wrap-up time efficiently.