Patient Care Coordinator (Kingston, TN)

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 role provides a professional and inviting front office experience, manages the clinic schedule and patient accounts, maintains patient records, organizes special events, and leads retention efforts. The PCC is an essential component of the Clinic Team and a steward of its resources. At Starkey Retail, we set a new standard for excellence in hearing healthcare through our commitment to the Patient Journey philosophy, driven by the unique needs of our patients and our dedication to guiding them in choosing the best hearing solutions.

Responsibilities

• Reception Protocol
  • Acknowledge patients upon arrival, stand to greet, and offer assistance, coffee, and refreshments.
  • Answer phones promptly using the standard greeting, listen empathetically, and follow the phone script.
  • Place same-day follow-up calls to new patients scheduled and those who did not show or canceled appointments.
• Setting the Stage
  • Keep the office neat, clean, and current.
  • Prepare coffee and refreshments every morning.
  • Review charts for upcoming patient appointments using the company checklist.
  • Lead the Morning Huddle on behalf of the Clinic Team at the start of each day.
  • Administer patient intake forms at check-in; review and update the Patient Management System (PMS) as needed.
  • Participate in patient education as required.
• 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.
  • Prepare the 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 the 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 and monitor claim status for follow-up as needed.
  • Comply with monthly Accounts Receivable and Inventory reporting requirements.
• Customer Lifecycle
  • 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.
  • Ensure accurate patient record classification via updates to required fields and additional research as needed.
  • Prepare for and participate in special events.
• Integration
  • Maintain office supplies and organization.
  • Manage patient files per company standards.
  • Adhere to HIPAA guidelines and protect patient privacy.
  • Perform other duties/responsibilities as assigned.

Requirements

• Education
  • High school diploma or GED.
• Experience
  • 1-2 years’ experience in a customer service or retail position preferred.
• Knowledge / Technical Requirements
  • Proficient computer skills; 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.
  • Strong organizational and multitasking skills.
  • Problem-solving skills.
  • Good communication and interpersonal skills.
  • A strong desire to learn and a positive outlook.
  • Ability to pass a basic computer assessment during the in-person interview.
• Working Conditions
  • Standard office conditions.
• Equipment Operation
  • Standard office equipment.

Pay

The hourly rate for this position is between $14.81 - $20.19 per hour. Factors affecting starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. This position is eligible for commissions based upon performance results.

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
• Paid time off (PTO)
• Paid sick and safe time
• 6 paid holidays annually