Clinical Scheduling Coordinator

About the Role

At Audibel, a subsidiary of Starkey Hearing Technologies, we are setting a new standard for excellence in hearing healthcare with a commitment to our Patient Journey philosophy. This philosophy is driven solely by the special needs of our patients and our commitment to serve them, carefully guiding patients on how to choose the best style and technology to enhance their lifestyle.

The Clinical Scheduling Coordinator is responsible for providing a high level of customer service via patient scheduling through the Customer Care Center, creating a positive first impression and delivering a quality patient journey experience.

Our Culture

• An experienced team built around a culture of professional growth and knowledge-sharing.
• We celebrate innovation – providing our patients with the most innovative technology and the most effective hearing devices.
• We serve with passion, purpose, and excellence.
• Total Team Approach – Our staff functions together as a cohesive group of hearing professionals, coordinating individual expertise to provide the best possible care for our patients.

Responsibilities

• Provide personalized customer service to all patients with an emphasis on scheduling hearing appointments.
• Answer inbound calls and assist patients with specific inquiries.
• Effectively communicate the benefits of seeking provider care in the clinic.
• Practice active listening to better serve patients.
• Stay updated on all applicable aspects of the hearing profession and gather, comprehend, and interpret basic patient information for marketing purposes.
• Use sound judgment in managing difficult patient situations, respond promptly to patient needs, and address requests for service/assistance.
• Seek out improvement opportunities and promote updates to patient management software.
• Update patient management software database with call notes, changes, and the status of each patient.

Performance Measures

• Provide a quality Patient Journey Experience over the phone, ensuring consistent, timely, courteous, and thorough resolution.
• Strive to maintain at least an 85% appointment conversion rate.
• Attend training on applicable patient management software.
• Maintain professionalism during challenging patient interactions.
• Ensure data accuracy in the patient management system regarding all call activity.
• Ensure efficient use of wrap-up time following each patient call.

Requirements

• High School degree required or equivalent work history.
• Previous call center experience preferred.
• Office/Administrative experience preferred.

Skills

• Good computer skills and knowledge of Microsoft Office including Outlook and Excel.
• Adept in using search tools, browsers, and email features.
• Familiarity with Microsoft Dynamics CRM.
• Ability to organize and multitask between patients, phone, and computer.
• Good problem-solving, analytical abilities, communication, organization, and interpersonal skills.
• Friendly, upbeat, and positive attitude as well as the ability to work as part of a team.
• Demonstrated ability to follow instructions.
• Excellent phone manner and professionalism.
• Excellent written and verbal communication skills.
• High level of motivation.