Patient Care Coordinator

About This Role

Providing a professional and inviting front office experience, managing the clinic schedule and patient accounts, maintaining patient records, organizing special events, and leading retention efforts are the core responsibilities of the Patient Care Coordinator. This role is the face of the clinic and the patient’s guide throughout their journey to better hearing, and an essential component of the Clinic Team and a steward of its resources.

Responsibilities

• Receive all patients into the clinic according to company standards (Reception Protocol)
• 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 (Setting the Stage)
• 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
• Manage patient schedule on behalf of Clinic Team (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
• Manage patient accounts receivable, deposits, and inventory for Clinic Team (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
• Help build practice through patient contact, outreach, and retention marketing (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 as received