Patient Care Coordinator (Durham, NC)

Starkey•Durham, NC

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, welcoming front-office experience; manages clinic schedules, patient accounts, and records; organizes special events; and leads patient retention efforts. The PCC is an essential member of the Clinic Team and a steward of its resources. Starkey Retail is committed to a Patient Journey philosophy centered on patients’ needs and helping them choose hearing solutions that support their lifestyle and well-being. This position is employed by Northland Hearing Centers, Inc., a wholly owned subsidiary of Starkey Laboratories, Inc., and is covered by Northland Hearing Centers, Inc.’s benefit and compensation programs.

Requirements

High school diploma or GED.
One to two years of customer service or retail experience is preferred.
Proficient computer skills.
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

Experience with Sycle, Pay Junction, Microsoft 365 programs, or similar systems is preferred.
Industry familiarity is encouraged.
One to two years of customer service or retail experience is preferred.

Responsibilities

Receive and acknowledge patients, greet them, offer assistance and refreshments, and provide a concierge-level front-office experience.
Answer phones promptly using the standard greeting and phone script, listen empathetically, and place same-day follow-up calls to newly scheduled patients and patients who cancel or do not attend.
Keep the office neat, clean, current, and organized; prepare coffee and refreshments each morning.
Review charts for upcoming appointments using the company checklist, lead the Clinic Team’s Morning Huddle, administer patient intake forms, and update the patient management system as needed.
Participate in patient education as needed.
Manage the patient schedule for the Clinic Team; schedule and confirm appointments, enter appointment outcomes within 24 hours, and use strategic scheduling to accommodate same- or next-day new patients.
Prepare the schedule in advance for daily opportunities and special events.
Manage accounts receivable, deposits, and inventory; track orders, sales, and payments in patient management software; follow purchasing and inventory guidelines; maintain the cash till; make bank deposits; reconcile deposits daily; and report weekly.
Collect patient insurance information, request benefit verification, submit insurance billing requests, and monitor claims for follow-up.
Meet monthly accounts receivable and inventory reporting requirements.
Support practice growth through patient contact, outreach, and retention marketing; schedule follow-up appointments for patients seen in the clinic; and stay familiar with the clinic and regional marketing event calendar.
Make follow-up calls to patients included in remarketing outreach and campaign reports.
Maintain accurate patient record classifications by updating required fields and conducting additional research as needed.
Prepare for and participate in special events.
Maintain day-to-day operational procedures, office supplies, and patient files according to company standards.
Follow HIPAA guidelines and protect patient privacy.
Perform other duties and responsibilities as assigned.