Patient Care Coordinator-Audiology

Eye Consultants of Atlanta PC•Atlanta, GA

6d•Onsite

About The Position

The Patient Care Coordinator serves as the primary administrative point of contact for patients, managing scheduling, intake and front-end processes. This role is responsible for greeting customers, answering the phones, and timely response to all patient inquiries. This role ensures a seamless patient experience while supporting audiologists through efficient coordination of appointments, documentation, and patient retention workflows. The PCC will be able to answer questions regarding advertising promotions, screen customers to determine what services will meet their needs and demonstrate excellent customer service. The position supports the mission of the practice by demonstrating excellent customer care and incorporating customer retention calls and account management as needed.

Requirements

High school diploma required.

Nice To Haves

Associate's degree in administrative, accounting, sales or customer oriented field, or equivalent work experience preferred.
Excellent interpersonal skills that allow effective working relationships with a diverse customer, colleague, and vendor population. This includes listening, sales and problem solving skills.
Ability to work independently as well as in a team environment.

Responsibilities

Office Management: Open the office and ensure the front office is in order, Maintain an attractive and welcoming office environment, Submit any work orders needed to management
Patient Intake & Front Desk Operations: Greet and check in patients: verify demographics and insurance, Collect required documentation (ID, insurance cards, referrals, records), Ensure completion of intake forms, case history, HIPAA and consents, Completes all patient check in procedures, including paperwork, scanning insurance information, obtaining primary care physician information and collecting any balance on account prior to patient's appointment, Prepare client charts on a daily basis, Manage filing of all charts electronically, Assist with patient referrals as needed, Maintain organized front desk workflow and patient flow
Phone & Email Services: Promptly and professionally answers telephone calls. Routes calls appropriately and guides customers to the appropriate service. Retrieves phone messages, Podium text messages and patient emails. Prioritizes return phone calls, text message and emails, providing appropriate clinical triage. Assists walk in and phone patients with basic product information as needed relating to hearing aids, hearing aid services, and retails products available over the counter.
Scheduling & Appointment Management: Schedule all appointment types, Optimize provider schedules (block management, appointment types), Confirm appointments and manage cancellations/no-shows, Coordinate multi-step care plans (eval → fitting → follow-up), Communicate appointment expectations to patients, Track referral source for all patients, Complete recall tasks as specified in Blueprint
Insurance Verification & Financial Counseling: Communicate patient financial responsibility clearly (estimates, deposits), Verify benefits for audiology services and hearing aids, Complete Good Faith Estimates and Advanced Beneficiary Notices as needed
Front-End Billing & Payment Collection: Collect co-pays, deposits and balances at time of service, Generate receipts and post payments accurately, Coordinate financing options (i.e. Care Credit), Ensure clean handoff to billing team, Communicate with Billing Coordinator to assist with patient inquiries as needed
Hearing Aid Workflow Support: Coordinate with Hearing Aid Coordinator on device status, Schedule fittings upon device arrival, Communicate timelines and expectations to patients, Assist with repair intake and pick up coordination
Walk-In Hearing Aid Repair Triage: Assist clinical staff with triage of hearing aid problems, Provide smartphone and hearing device support as able, seeking provider assistance if needed, Provide device cleaning (i.e. dome and filter changes) as able, seeking provider assistance if needed, Fulfill supply orders as able, seeking provider assistance if needed
Marketing & Patient Retention Tasks: Complete recall tasks as specified in Blueprint Solutions OMS, Assist with marketing tasks as directed
Patient Communication & Experience: Serve as the primary contact for phone, email and in-office inquiries, Provider clear, professional communication regarding services and next steps, Manage patient concerns and escalate when appropriate, Maintain a high level of customer service and patient satisfaction
Documentation & Compliance: Document all interactions with patients appropriately in Blueprint, Maintain accurate records of device transactions and patient interactions, Ensure compliance with HIPAA and financial policies, Support audit readiness, Follow state and payer-specific requirements for audiology services and hearing aid dispensing
Cross-Functional Support: Collaborate with audiologists on patient flow and multi-step care plans, Assist audiologists with physician referrals and records
General Responsibilities: Other duties as assigned.
Demonstrated understanding of hearing-impaired communication needs, including talking slowly, clearly and at elevated levels as needed for the patient to hear.
Ethics and compliance: Performs to ethical standards by following practice policies and procedures. Exhibits integrity and ethical behavior in all work situations. Reports ethical and compliance issues promptly.
Operate equipment including BluePrint Office Management System, and standard office equipment including computers, fax machines, copiers, printers, scanners, telephones, etc.