Patient Care Coordinator

The Patient Care Coordinator(PCC) is the first point of contact for the patient and is responsible for creating a positive first impression. They are responsible for scheduling and verifying appointments, record-keeping, telemarketing and patient retention calls as needed. The PCC provides additional office support by performing a variety of customer service, sales, marketing, operational, clerical functions and other business related duties as assigned. Team Leads are responsible for training and overseeing PCC operations.

Essential Duties and Responsibilities:

• Open and close the office on a daily basis according to contracted hours of operation and ensure a clean, professional office environment that is well maintained and in accordance with Franchisor standards.
• Maintain a professional appearance. Upon management approval, medical attire (scrubs) may be acceptable.
• Provide the first contact for patients who call or come in to schedule an appointment or inquire about services and provide “30 second” hearing screens. Greet each patient and potential patient in a positive and professional manner.
• Recognize opportunities and ask appropriate needs-based questions to provide extraordinary customer service in order to create patient loyalty.
• Ensure the smooth and efficient flow of patient care through the use of customer service skills and adept word processing and database management skills.
• Collect and record payments including cash, check and credit card transactions onto SycleNet and Ebiz, and make end-of-week bank deposits. End-of-week reports are to be submitted weekly.
• Verify the status of and check-in hearing aids and repairs and perform minor hearing aid maintenance as allowed by state law such as battery door and receiver checks (Clean tips, specula, etc.).
• Verify patient information, billing/insurance date, request third party prior authorization as needed, collect appropriate documentation and maintain and file patient charts and records as per HIPPA.
• Participate in all marketing efforts to include outbound telemarketing phone calls to patients, compiling physician packets, coordinating community lectures, mailing the recall letters, distribution of patient comment cards, etc.
• Work with insurance and workman’s compensation agencies to facilitate authorizations and benefit verification.
• Complete all daily, weekly and monthly reports. Track marketing calls and inquiries from initial contact through the point of sale through the use of the call list on SycleNet and Yodle and use approved scripts to telemarket prospects.
• Participate in LMS FOA Training modules and meet performance/productivity standards.
• Maintain office supplies as well as handle a variety of clerical tasks to include typing, filing, inventory, mail.
• Any other duties related to this job.