Patient Care Coordinator (Austin, TX)

Starkey•Austin, TX

About The Position

The Patient Care Coordinator supports Starkey Retail’s Patient Journey philosophy by creating a welcoming, concierge-level experience and helping patients access hearing healthcare. The role is an employment opportunity with Northland Hearing Centers, Inc., a wholly owned subsidiary of Starkey Laboratories, Inc.; Starkey Retail positions are covered by Northland Hearing Centers’ benefit and compensation programs. The coordinator manages patient reception, clinic preparation, scheduling, patient records, accounts receivable, deposits, inventory, insurance-related tasks, and patient outreach. The position also supports marketing events and clinic operations while following company procedures and HIPAA privacy requirements. Work takes place 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 an in-person interview.

Nice To Haves

1–2 years of experience in a customer service or retail position.
Proficient computer skills.
Experience with Sycle, Pay Junction, Microsoft 365 programs, or similar systems.
Industry familiarity.

Responsibilities

Receive and acknowledge patients according to company reception standards; greet them, offer assistance and refreshments, and provide a concierge-level front-office experience.
Answer phones 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 did not attend or cancelled appointments.
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, review and update the patient management system as needed, and participate in patient education as needed.
Manage the clinic team’s patient schedule: schedule and confirm appointments, enter appointment outcomes within 24 hours, use strategic scheduling to accommodate same- or next-day new patients, 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 bank deposits; reconcile deposits daily and report weekly; and complete monthly accounts receivable and inventory reporting.
Collect patient insurance information, request verification of benefits, submit insurance billing requests, and monitor claim status for follow-up.
Support practice growth through patient contact, outreach, and retention marketing; schedule follow-up appointments for patients seen in the clinic; and make follow-up calls to patients identified in remarketing outreach and campaign reports.
Stay familiar with the clinic or regional marketing event calendar, prepare for and participate in special events, and maintain accurate patient record classifications and required fields.
Maintain day-to-day operational procedures, office supplies, organization, and patient files according to company standards.
Follow HIPAA guidelines and protect patient privacy.
Perform other duties and responsibilities as assigned.