Patient Care Coordinator (Burnsville, MN)

This role is an employment opportunity with Northland Hearing Centers, Inc. (referred to as “Starkey Retail”), a wholly owned subsidiary of Starkey Laboratories, Inc. All Starkey Retail positions are covered under Northland Hearing Centers, Inc.’s benefit and compensation programs.

Responsibilities

• Reception Protocol
  • Receive all patients into the clinic according to company standards.
  • Acknowledge patients when they arrive. Stand up to greet and offer assistance, coffee, and refreshments.
  • Answer phones promptly using standard greeting, listen empathetically, and follow phone script.
  • Place same-day follow-up calls to new patients scheduled and those who did not show or cancelled their appointments.
• Setting the Stage
  • Facilitate a concierge-level patient experience in the front office.
  • Keep office neat, clean, and current.
  • Prepare coffee and refreshments every morning.
  • Review charts for upcoming patient appointments using company checklist.
  • Lead Morning Huddle on behalf of Clinic Team at the start of each day.
  • Administer patient intake forms at check-in. Review and update PMS as needed.
  • Participate as needed in patient education.
• Schedule Optimization
  • Schedule and confirm all patient appointments.
  • Enter appointment outcomes within twenty-four hours of completion.
  • Use strategic scheduling to accommodate same- or next-day new patient appointments.
  • Prep schedule in advance for daily Opportunities and Special Events.
• Accounts Management
  • Track all orders, sales, and payments through patient management software.
  • Adhere to purchasing and inventory guidelines.
  • Maintain cash ‘till’ and make regular bank deposits.
  • Reconcile all deposits daily and report weekly.
  • Collect patient insurance information and request verification of benefits.
  • Submit insurance billing requests. Monitor claim status for follow-up as needed.
  • Comply with monthly Accounts Receivable and Inventory reporting requirements.
• Customer Lifecycle
  • Help build practice through patient contact, outreach, and retention marketing.
  • Always schedule follow-up appointments for patients seen in the clinic.
  • Be familiar with your clinic/regional marketing event calendar.
  • Place follow-up calls to patients included in remarketing outreach and campaign reports as received.
  • Ensure accurate patient record classification via updates to required fields and additional research as needed.
  • Prepare for and participate in special events.
• Integration
  • Maintain day-to-day operational procedures.
  • Maintain office supplies and organization.
  • Manage patient files per company standards.
  • Adhere to HIPAA guidelines and protect patient privacy.
  • Other duties/responsibilities as assigned.

Requirements

• Minimum Education, Certification, and Experience
  • High school diploma or GED.
  • 1-2 years’ experience in a customer service or retail position preferred.
• Knowledge / Technical Requirements
  • Proficient computer skills and preferred experience with Sycle, Pay Junction, Microsoft 365 programs, or similar systems.
  • Industry familiarity encouraged.
• Competencies, Skills & Abilities
  • Excellent customer service skills.
  • Ability to manage all confidential information with complete discretion.
  • Ability to organize and multitask.
  • Problem-solving skills.
  • Good communication and interpersonal skills.
  • A strong desire to learn and positive outlook.
  • Ability to pass a basic computer assessment during in-person interview.
• Working Conditions

  Standard office conditions.

• Equipment Operation

  Standard office equipment.

Pay

The annual hourly rate for this position is between $22.58 - $24.56 per hour. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Company-paid life insurance.
• Short-term disability insurance.
• Long-term disability insurance.
• Employee assistance program.
• Hearing aid benefits.
• Paid time off.
• Paid sick time.
• Paid holidays.