Patient Care Coordinator (Houston - Memorial)

Starkey•Houston, TX

13d

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, manages clinic schedules and patient accounts, maintains patient 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. At Starkey Retail, the role supports the Patient Journey philosophy, which focuses on patients’ unique needs and helping them choose hearing solutions that enhance their lifestyle and overall well-being. This employment opportunity is with Northland Hearing Centers, Inc., a wholly owned subsidiary of Starkey Laboratories, Inc. Starkey Retail positions are covered by Northland Hearing Centers, Inc.’s benefit and compensation programs.

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 the in-person interview.
Proficient computer skills.

Nice To Haves

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

Responsibilities

Receive and acknowledge patients according to company standards, greet them, offer assistance and refreshments, and provide a concierge-level front-office experience.
Answer phones promptly, listen empathetically, and follow the phone script.
Make same-day follow-up calls to new patients who are scheduled and to patients who did not show or cancelled appointments.
Keep the office neat, clean, current, supplied, and organized; prepare coffee and refreshments each morning.
Review charts for upcoming appointments using the company checklist and lead the Clinic Team’s Morning Huddle at the start of each day.
Administer patient intake forms at check-in and review or 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, and enter appointment outcomes within 24 hours of completion.
Use strategic scheduling to accommodate same- or next-day new patient appointments and prepare the schedule in advance for daily opportunities and special events.
Manage patient accounts receivable, deposits, and inventory for the Clinic Team.
Track orders, sales, and payments through patient management software and adhere to purchasing and inventory guidelines.
Maintain the cash till, make regular bank deposits, reconcile deposits daily, and report weekly.
Collect patient insurance information, request verification of benefits, submit insurance billing requests, and monitor claim status for follow-up as needed.
Comply with monthly accounts receivable and inventory reporting requirements.
Help build the practice through patient contact, outreach, and retention marketing; schedule follow-up appointments for patients seen in the clinic.
Stay familiar with the clinic and regional marketing event calendar and call 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 and maintain day-to-day operational procedures.
Manage patient files according to company standards and adhere to HIPAA guidelines to protect patient privacy.
Perform other duties and responsibilities as assigned.