Patient Relations Specialist (Team Lead Growth) - Brooklyn, NY

CQ Partners•New York, NY

33d•Hybrid

About The Position

Liberty Hearing Centers is seeking a Patient Relations Specialist to join our team in Central Brooklyn, NY. As the primary point of contact for our patients, you will play a pivotal role in ensuring exceptional customer service from the moment they step in until their departure. Your responsibilities will include managing administrative tasks, scheduling appointments, and providing invaluable support to our patients. Additionally, you will contribute to patient recall initiatives and collaborate closely with our insurance department. This role involves some travel to other locations as needed (possibly Sheepshead Bay, Bay Ridge and Brooklyn Heights). The hours are 8:30 AM - 5:00 PM, Monday-Friday.

Requirements

High school diploma or equivalent required
Strong interpersonal skills with a focus on customer service and problem-solving.
Proficiency in organizing tasks and managing multiple priorities effectively.
Detail-oriented approach with the ability to maintain accuracy in documentation.
Demonstrated leadership potential, whether through formal leadership roles or by naturally taking ownership and mentoring others.
The ability to remain calm, organized, and level-headed in a fast-paced environment.
Excellent interpersonal skills and the ability to build trust with both patients and teammates.
Strong problem-solving abilities, initiative, and a continuous improvement mindset.

Nice To Haves

Associate’s degree preferred
Previous experience in leadership, process improvement, patient care, and customer service preferred.
Healthcare experience (strongly preferred).
A genuine interest in growing with a smaller, entrepreneurial practice and taking on increasing responsibility over time.

Responsibilities

Create a welcoming atmosphere by opening and closing the office with attention to detail and cleanliness.
Prioritize and respond to phone messages promptly, demonstrating excellent phone etiquette.
Greet, assist, and guide patients with professionalism and empathy.
Schedule appointments efficiently while adhering to scheduling protocols.
Ensure all necessary equipment, such as hearing aids and ear molds, are prepared before patient appointments.
Maintain the beverage area and ensure a comfortable environment for patients.
Execute patient recall processes, utilizing both automated notifications and personal outreach.
Follow up with patients’ post-appointment to gather feedback and express gratitude.
Exercise discretion and confidentiality in handling patient information.
Provide coverage for the insurance department as needed, assisting with calls and insurance verifications.
Generate and present reports on a daily, weekly, monthly basis as required.
Adhere to safety and infection protocols at all times.
Update and maintain accurate patient records, including insurance and demographic details.
Facilitate paperwork completion for new patients, adhering to HIPAA guidelines.
Document detailed notes in the Electronic Medical Records (EMR) system for all patient interactions.
Personalize patient interactions by incorporating additional personal information into EMR notes.
Ensure timely processing of all administrative tasks within a 24-hour period.
Perform minor hearing aid repairs and cleaning in compliance with state regulations.
Assist patients with exchanges or returns as needed, demonstrating product expertise.