Patient Care Coordinator

Are you passionate about helping people and making a meaningful impact in their lives? STRM Recruiting is helping Oregon Hearing Solutions look for their Patient Care Coordinator (PCC) to be the welcoming voice and face of our clinic! As the first point of contact, you’ll play a vital role in creating a warm and professional experience for patients seeking better hearing and overall well-being. If you thrive in a customer-focused environment, love building relationships, and have a knack for organization this role is for you! Ready to be part of a team that truly changes lives? Check out the full job description below and apply today!

Position Summary:

• The PCC is the first point of contact for the patient and is responsible for creating a positive first impression.
• The PCC demonstrates professionalism by using a patient-centered approach of building trust, identifying needs and delivering solutions.
• The PCC responds to questions regarding advertising promotions and services offered.
• The PCC recognizes sales opportunities and participates in actions to convert these opportunities into revenues.
• They support the Audiologists by scheduling appointments, handling administrative processing, record-keeping, telemarketing and patient retention calls as needed.
• PCC provides additional office support by performing a variety of customer service, sales, marketing, operational, administrative function and other business-related duties as assigned.

Essential Duties and Responsibilities:

• Provide the first contact for patients who call or come in to schedule an appointment or inquire about services. Greet each patient and potential patient in a positive and professional manner.
• Recognize opportunities and ask appropriate needs-based questions to provide extraordinary customer service in order to create patient loyalty.
• Schedule and confirm appointments while coordinating the Provider’s schedule according to guidelines.
• Ensure the smooth and efficient flow of patient care through the use of customer service skills and adept word processing and database management skills.
• Check patients in and out, collect and record payments, track revenue and accounting activities to include petty cash reconciliation, end of day close bank deposits, posting of charges, entering invoices, payments and insurance contract information.
• Demonstrate and sell assisted listening devices (ALDS), batteries and other specialty products as described.
• Perform minor hearing aid repairs as allowed by state law such as battery door and receiver checks. Clean tips, specula, etc.
• Verify patient information, billing/insurance date, request third party prior authorization as needed, collect appropriate documentation and maintain and file patient charts and records.
• Participate in all marketing efforts to include outbound telemarketing phone calls to patients, compiling physician packets, coordinating community lectures, mailing the recall letters, distribution of patient comment cards, etc.
• Work with insurance and workman’s compensation agencies to facilitate authorizations and benefit verification.
• Maintain all daily, weekly and monthly reports. Track marketing calls and inquiries from initial contact through the point of sale. Track other documents as directed.
• Handle a variety of administrative tasks to include typing, filing, inventory, mail and verifying the status of and checking in of hearing aids and repairs.
• Ensure the reception and waiting area is well maintained.
• Gather veteran records from online resources.

Additional Responsibilities:

• Maintain a clean and sanitized environment in accordance with current guidelines and social distancing practices
• Assist with resolutions of patient or order problems.
• Participate in specified training modules.
• Maintain office product and procedures manuals and other relevant documentation.
• Use approved scripts to telemarket prospects.
• Communicate all relevant information to provider.
• Meet performance/productivity standards.

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Supervisory Responsibilities:

• No supervisory responsibility

Required Skills:

• Excellent interpersonal skills that allow for effective relationships with diverse customers, colleagues, and vendors. This includes listening, sales techniques and problem-solving skills.
• Ability to manage multiple tasks within strict deadlines. Ability to handle a busy office with interruptions, calls, walk-ins and direct the flow of the office with efficiency and grace.
• Must be adept at word processing and database management skills are a plus.
• Excellent oral and written communication skills.
• Basic understanding of accounting procedures and good math aptitude.
• Strong customer service orientation.
• Excellent organizational skills.
• Detail oriented.
• Outgoing and confident. Uninhibited about soliciting potential patients.
• Participate in clinic meetings and events

Education and experience requirements:

• A 2yr degree in administration, accounting, sales or customer service-oriented field or equivalent work experience.
• Front desk medical/sales field experience and/or knowledge of procedures desirable.
• A minimum of 2 years office management experience in a customer-driven industry.

Physical Demands:

Must be able to lift boxes up to 20 pounds