\"Patient Care Coordinator (West Lebanon, NH) Future Opportunities\"

Starkey•West Lebanon, NH

12d•Onsite

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 scheduling 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 helps steward clinic resources. At Starkey Retail, the role supports the company’s Patient Journey philosophy, which focuses on patients’ needs and guiding them toward hearing solutions that improve their lifestyle and well-being. This is a future-opportunities posting, not a currently available position. Applicants may be considered for openings as business needs arise. The employment opportunity is with Northland Hearing Centers, Inc. (Starkey Retail), a wholly owned subsidiary of Starkey Laboratories, Inc. Schedule: Monday through Friday, 8:30 a.m. to 5:00 p.m. The role is performed under standard office conditions and uses standard office equipment.

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

Welcome patients according to company standards, acknowledge their arrival, stand to greet them, and offer assistance, coffee, and refreshments.
Answer phone calls promptly using the standard greeting and phone script, listening empathetically.
Make same-day follow-up calls to new patients scheduled and to patients who did not attend or cancelled appointments.
Provide a concierge-level front-office experience and keep the office neat, clean, and current; 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 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 patient appointments.
Prepare schedules 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 follow 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.
Complete 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.
Maintain day-to-day operational procedures, 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.