Patient Care Coordinator (Coventry, RI)

About the role

The Patient Care Coordinator (PCC) is the face of the clinic and the patient’s guide throughout their journey to better hearing. This includes providing a professional and inviting front office experience, managing the clinic schedule and patient accounts, maintaining patient records, organizing special events, leading retention efforts and more.

Responsibilities

• Receive all patients into the clinic according to standards set forth by the company.
• 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.
• 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 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.
• Manage patient accounts receivable, deposits and inventory for Clinic Team.
• 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.
• Help build practice through patient contact, outreach and retention marketing.
• 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.
• 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 Requirements: 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 required, A strong desire to learn and positive outlook, Ability to pass a basic computer assessment during in person interview.

Work Context

• Working Conditions: Standard office conditions.
• Equipment Operation: Standard office equipment.

Pay and Other Compensation

• Annual hourly rate for this position is between $18.50 - $23.00 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 insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid sick and safe time, and 6 paid holidays annually.