Description

Summary of Position:

The Client Services Coordinator is the clients’ initial contact with the audiology program and initial contact with any persons entering the Bath office. This position performs general office support functions for Audiology and the Bath office. This team-oriented position is fast-paced and adheres to all the processes and requirements that a medical office operates within.

Coordinators have shared responsibilities of receiving patients, guests, clients, deliveries and phone calls, as well as specific duties and areas of expertise in their respective department.

Essential Responsibilities: (other duties as assigned)

· Manages multiple front office tasks with flexibility and proactive adaptability as clinic demands shifting priorities on a regular basis.

· Prioritizing tasks as client needs demand- switching between in-person clientele, phone calls, provider requests and other responsibilities as needed

· Acts as primary point of contact for the audiology program. Ensures each patient has the best experience possible with timely, courteous, and caring interactions throughout their visit.

· Acts as office reception for other programs, welcoming all visitors and notifying employees of their arrival.

· Receives mail and packages, notifying appropriate recipients of their delivery.

· Receives/obtains referrals and ensures that all necessary documentation has been received, entered, uploaded, and appropriate recipients contacted.

· Verifies appointment related documentation and patient information. This process is dictated by the audiology and business services departments as this information is needed by them both.

· Liaison with client case managers or other authorized contacts to obtain authorizations for appointments, services, authorizations and equipment purchases.

· Creates new client files and maintains existing files; updates paper charts to electronic health records.

· Manages provider scheduling procedures and calendars, scheduling patients effectively and optimally. 

· Understands all services and appointment types for audiology, with cursory understanding of Communication Pathways appointments. 

· Maintains accurate records and enters data for waiting list management, referrals, payees, and payment plans. As well as warranty and service contracts.

· Prepares and files prior authorization for MaineCare clients in conjunction with audiologists.

· Contacts patients to confirm appointments and reschedule as needed.

· Promptly, accurately and courteously assesses incoming calls, redirecting as needed.

· Opens and closes the Bath office as the first-in and last-out point of contact in conjunction with the Audiology director.

· Distributes, takes payments and documents sales as part of the annual holiday card sale.

· Takes payments for audiology services. Then records transactions via DCRR, charges in EHR, and receipts (if needed). This process is also dictated by the audiology and business services departments as this information is needed by them both.

· Completes, mails, and faxes relevant audiological documentation in a timely fashion for use by clients, physicians and/or insurance companies. Creates and faxes requests for medical clearance to client physicians as needed

· Maintains database of referring providers and contact information

· Completes basic maintenance and repairs of hearing aids. May even troubleshoot minor hearing aid problems as directed by the audiologist. This will depend on the comfort of the CSC how much they want to be involved with this responsibility. But some knowledge is helpful for triaging patients to the appropriate service

· Accurately explains complaints to providers and provides necessary paperwork for repairs.

· Teaches clients basic maintenance and troubleshooting skills.

· Assists in sending new ear impressions, hearing aid orders and hearing aid repairs to manufacturers using appropriate carriers. Collaborates in maintaining accurate, up-to-date records on repairs, orders and returns.

· Maintains, sells and mails hearing aid supplies to patients as requested.

· Requests approvals and basic client information from Bath Iron Works and records data and outreach to current BIW patients

· Frequently collaborates with business services regarding billing. This includes contacting patients regarding bills, answering billing questions when able, and collaborating with the billing specialists to ensure the accurate patient demographics are in the patients’ charts for their use 

Additional Responsibilities:

· Recognizes the primary importance of the organization’s stated mission. This job position will require flexibility and continuous development of job performance to achieve its intended purpose.

· Adheres to Pine Tree Society’s communication platform and media policies to ensure consistent brand messaging and image to internal and external stakeholders.

· Respects confidentiality and abides by the Society’s HIPAA policy when discussing client, staff, volunteer and organizational matters including fiscal and related information.

· Adheres to a safety/risk management program that includes assessment, evaluation, establishment of procedures, incident review, workplace engineering, infection control protocols, training and such other measures that ensure a safe and healthy workplace environment.

Requirements

Qualifications; knowledge, skills and abilities:

· Excellent organizational skills.

· Excellent computer skills including Microsoft Office products and databases

· Attention to detail for accuracy in completing forms, files and information requests.

· Demonstrated ability to utilize independent judgement.

· Ability to communicate effectively with a variety of individuals including fellow staff members, hearing impaired clients, physician offices, insurance company personnel and the general public.

· Ability to maintain highly detailed work processes.

· Ability to develop and maintain positive relationships and communicate effectively and compassionately with clients, staff and others.

· Knowledge of and ability to understand medical insurance reimbursement processes and medical terminology.

· Demonstrated knowledge of and demonstrated competency in the use of computer- based accounting, spreadsheet, word processing and computer network utilization.

· Ability to organize time effectively and remain flexible in order to meet occasionally competing demands requiring time and attention.

· Possess a valid driver’s license with a clear driving record, have a reliable vehicle with at least the state minimum automobile insurance coverage and the ability and willingness to travel to off-site locations.

· Must pass all required background checks including, but not limited to: motor vehicle, criminal, Adult Protective Services, Child Protective Services, US DHHS Fraud Prevention and Protection (OIG) and MaineCare background checks.

Education/Experience:

· Associate’s degree or higher preferred.

· Minimum 5 years administrative experience in multi-faceted positions.

· Prior experience of at least one year dealing with the public in a customer service position, preferably in a medical office environment.

Salary : $16 - $18