Patient Care Coordinator (Cary, NC)

Audibel•Cary, NC

2d•$16 - $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, inviting 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 a steward of its resources. At Starkey Retail, the role supports the Patient Journey philosophy, which centers on patients’ needs and helps guide them in choosing hearing solutions suited to their lifestyle and well-being. This position is an employment opportunity with Northland Hearing Centers, Inc. (Starkey Retail), a wholly owned subsidiary of Starkey Laboratories, Inc. The position follows Northland Hearing Centers, Inc.’s benefit and compensation programs. The schedule is Monday through Friday, 8:30 AM to 5:00 PM. Work is performed under standard office conditions using 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 the in-person interview.
Proficient computer skills.

Nice To Haves

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

Responsibilities

Receive patients according to company standards; acknowledge arrivals, greet patients, and offer assistance, coffee, and refreshments.
Answer calls promptly using the standard greeting, listen empathetically, and follow the phone script.
Make same-day follow-up calls to newly scheduled patients and to patients who missed or canceled appointments.
Maintain a concierge-level front-office experience, including keeping the office neat, clean, and current and preparing refreshments each morning.
Review charts for upcoming appointments using the company checklist.
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.
Schedule and confirm patient appointments on behalf of the Clinic Team.
Enter appointment outcomes within 24 hours of completion.
Use strategic scheduling to accommodate same- or next-day new-patient appointments and prepare schedules for daily opportunities and special events.
Track 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 patient insurance information, request benefit verification, submit insurance billing requests, and monitor claim status for follow-up.
Complete monthly accounts receivable and inventory reporting requirements.
Schedule follow-up appointments for patients seen in the clinic and make follow-up calls to patients identified in remarketing outreach and campaign reports.
Know the clinic or regional marketing event calendar and prepare for and participate in special events.
Maintain accurate patient record classifications by updating required fields and conducting additional research as needed.
Maintain office supplies and organization and manage patient files according to company standards.
Follow HIPAA guidelines and protect patient privacy.
Perform other duties and responsibilities as assigned.