Clinical Scheduling Coordinator

About the Role

Audibel, a subsidiary of Starkey Hearing Technologies, is setting a new standard for excellence in hearing healthcare with a commitment to our Patient Journey philosophy. This role focuses on providing a high level of customer service through patient scheduling in the Customer Care Center, creating a positive first impression, and ensuring a quality patient journey experience.

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 or assistance.
• Seek out improvement opportunities and promote updates in 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, with 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.

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.
• We coordinate the individual expertise of all staff members to provide the best possible care for our patients.