Patient Care Coordinator (Durham, NC)

Audibel•Durham, NC

3d•$17 - $24

About The Position

The Patient Care Coordinator (PCC) is the face of the clinic and guides patients throughout their journey to better hearing. The role provides a professional and inviting front-office experience while managing the clinic schedule, patient accounts and records, special events, retention efforts, and other clinic operations. The PCC is an essential member of the Clinic Team and a steward of its resources. At Starkey Retail, the Patient Journey philosophy centers on patients’ unique needs and helps guide them toward hearing solutions that support their lifestyles and overall well-being. This position is an employment opportunity with Northland Hearing Centers, Inc. (Starkey Retail), a wholly owned subsidiary of Starkey Laboratories, Inc. Starkey Retail positions are covered by Northland Hearing Centers, Inc.’s benefit and compensation programs. The position is based in Durham, North Carolina, and operates under standard office conditions using standard office equipment. The stated pay range is $17.03–$24.23 per hour. Benefits, subject to eligibility requirements, include medical, dental and vision insurance; a 401(k) retirement plan; life and short- and long-term disability insurance; an employee assistance program; hearing aid benefits; PTO; paid sick and safe time; and six paid holidays annually.

Requirements

High school diploma or GED.
Excellent customer service skills.
Ability to manage confidential information with complete discretion.
Ability to organize and multitask.
Problem-solving skills.
Good communication and interpersonal skills.
Strong desire to learn and a positive outlook.
Ability to pass a basic computer assessment during an in-person interview.

Nice To Haves

One to two years of experience in a customer service or retail position is preferred.
Proficient computer skills; experience with Sycle, Pay Junction, Microsoft 365 programs, or similar systems is preferred.
Industry familiarity is encouraged.

Responsibilities

Receive patients according to company standards, acknowledge and greet them, offer assistance and refreshments, and provide a welcoming front-office experience.
Answer phone calls promptly using the standard greeting and phone script, listen empathetically, and make same-day follow-up calls to newly scheduled patients and patients who miss or cancel appointments.
Maintain a neat, clean, and current office; prepare morning refreshments; review charts for upcoming appointments; lead the Clinic Team’s Morning Huddle; administer intake forms; update the patient management system as needed; and participate in patient education as needed.
Schedule and confirm patient appointments, enter appointment outcomes within 24 hours, use strategic scheduling to accommodate same- or next-day new patients, and prepare the schedule for daily opportunities and special events.
Track patient orders, sales, and payments through patient management software; follow purchasing and inventory guidelines; maintain the cash till; make regular bank deposits; reconcile deposits daily and report weekly; collect insurance information; request benefit verifications; submit insurance billing requests; monitor claims for follow-up; and complete monthly accounts receivable and inventory reporting.
Support practice growth through patient contact, outreach, and retention marketing, including scheduling follow-up appointments, staying familiar with the clinic and regional marketing calendar, making outreach calls from remarketing and campaign reports, and keeping patient record classifications accurate.
Prepare for and participate in special events.
Maintain office supplies and organization, manage patient files according to company standards, and comply with HIPAA guidelines to protect patient privacy.
Perform other duties and responsibilities as assigned.