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Waterville Audiology
Patient Care Coordinator (PCC)

Position Details

This is a full-time, in-person position located at our Waterville, Maine office. This is not a remote or hybrid position.

Schedule:

• Monday through Friday
• 8:00 a.m. to 5:00 p.m. with a one (1) hour unpaid lunch break
• 40 hours per week

Benefits Eligibility: This position is eligible to receive full-time employee benefits that include:

• Paid Time Off: 1 week (40 hours) accrued annually starting after 90 days of employment; 2 weeks accrued annually starting after 1-year of employment
• Unpaid Time Off: 40 Hours Per Year Allowed with ample notice for scheduling purposes
• Paid Holidays: 4 days paid from the choice of: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day  

Position Summary

The Patient Care Coordinator (PCC) serves as Waterville Audiology's primary Patient Experience Coordinator and the first in-person point of contact for patients. This position is responsible for creating an exceptional patient experience from arrival through departure while overseeing front desk operations, patient flow, check-in/check-out processes, and daily reception activities.

The PCC serves as the face of the practice, ensuring every patient interaction reflects the professionalism, compassion, and service standards of Waterville Audiology. The PCC works collaboratively with the Patient Care Scheduling Coordinator (PCSC) to provide seamless communication and continuity of care while maintaining efficient office operations.

Although each position has clearly defined primary responsibilities, the Patient Care Coordinator (PCC) and Patient Care Scheduling Coordinator (PCSC) function as one collaborative front office team. Both positions will receive cross-training to develop proficiency in the responsibilities of the other role, ensuring uninterrupted patient care and operational continuity during employee absences, vacations, and periods of increased patient volume. Success in these roles requires teamwork, communication, flexibility, and a shared commitment to providing an exceptional patient experience at Waterville Audiology.

Key Responsibilities

Patient Experience Management (Primary Responsibility)

• Serve as the primary in-person point of contact for all patients and visitors.
• Deliver an exceptional patient experience from arrival through departure.
• Welcome patients in a professional, friendly, compassionate, and engaging manner.
• Build positive relationships with patients and families.
• Maintain a clean, organized, comfortable, and welcoming reception area.
• Anticipate patient needs and proactively assist whenever possible.
• Resolve non-clinical patient concerns while escalating clinical concerns appropriately.
• Ensure the reception area reflects the professional image of Waterville Audiology.
• Support providers by maintaining smooth patient flow throughout the day.

Patient Check-In

• Verify and update patient demographic and insurance information.
• Confirm required paperwork has been completed.
• Obtain signatures and required documentation.
• Notify providers of patient arrival.
• Ensure patients are prepared for their appointment.

Patient Check-Out

• Generate invoices.
• Collect payments.
• Process third-party transactions including Amplifon, Nations, and other contracted programs.
• Schedule provider-directed follow-up appointments.
• Provide receipts and patient documentation.
• Answer patient questions regarding invoices and payments.

Walk-In Patient Management

• Serve as the primary coordinator during walk-in hearing aid service hours.
• Manage patient flow.
• Coordinate with providers and Audiology Assistants.
• Assist patients with hearing aid supplies and accessories.
• Ensure efficient workflow while maintaining excellent customer service.

Telephone Support

Although the PCSC serves as the primary telephone contact, the PCC provides secondary support by:

• Answering overflow phone calls.
• Assisting callers with non-scheduling requests.
• Transferring scheduling-related calls to the PCSC whenever appropriate.
• Taking complete and accurate telephone messages.
• Routing messages to the appropriate staff member.

Financial Transactions

• Collect patient payments.
• Process refunds according to policy.
• Process third-party program transactions.
• Balance front desk transactions.
• Maintain accurate financial documentation.

Team Collaboration & Cross Coverage

The PCC works in close partnership with the Patient Care Scheduling Coordinator to ensure seamless front office operations. While the PCC serves as the primary leader for the in-office patient experience, this position is expected to actively support the PCSC whenever operational needs require.

Responsibilities include:

• Collaborate daily to maintain efficient front office operations.
• Assist with appointment scheduling and schedule recovery when needed.
• Assist with same-week appointment cancellations.
• Provide telephone support during periods of increased call volume.
• Maintain open communication regarding daily workflow priorities.
• Cross-train in PCSC responsibilities to provide coverage during planned and unplanned absences.
• Promote a collaborative work environment focused on shared success rather than individual ownership of tasks.
• Work together to ensure every patient receives a consistent, high-quality experience.

Shared Administrative Responsibilities

Working collaboratively with the PCSC, the PCC will:

• Scan and upload patient documentation.
• Process incoming mail and deliveries.
• Maintain accurate patient records.
• Respond to assigned administrative tasks.
• Submit an RCS task and email when appointments are scheduled within seven days.
• Assist with filling same-week provider cancellations.
• Support Bangor Audiology as operational needs require.

Opening Responsibilities

• Unlock office.
• Prepare reception area.
• Turn on equipment.
• Review provider schedules.
• Ensure front office is patient-ready.

Closing Responsibilities

• Ensure all patients have been checked out.
• Lock front entrance door
• Balance front desk activities.
• Secure patient information.
• Organize reception area.

Compliance & Confidentiality

• Maintain strict HIPAA compliance.
• Protect patient confidentiality.
• Handle financial and medical information with professionalism and discretion.

Team Contribution & Professional Expectations

• Foster a positive, respectful, and collaborative work environment.
• Recognize that the PCC and PCSC function as one integrated front office team, not as separate departments or independent roles.
• Demonstrate flexibility by supporting coworkers whenever operational needs require.
• Communicate openly regarding daily priorities, workload, and patient needs.
• Develop proficiency in the responsibilities of both positions through ongoing cross-training.
• Promote a "team-first" mindset by assisting one another without hesitation.
• Take ownership of the overall patient experience rather than focusing solely on individual job responsibilities.
• Demonstrate professionalism, accountability, and mutual respect in all interactions.
• Participate in ongoing education, workflow improvements, and operational development.
• Follow all established policies, procedures, and office workflows.

Our Team Philosophy

At Waterville Audiology, the Patient Care Coordinator and Patient Care Scheduling Coordinator are two specialized positions with distinct primary responsibilities; however, they function as one collaborative front office team. Success is measured not by how well each individual performs their own responsibilities, but by how effectively both positions work together to deliver an exceptional patient experience. Team members are expected to communicate openly, support one another, remain flexible, and willingly assist outside of their primary responsibilities whenever operational needs require. Our patients should experience one seamless, coordinated team dedicated to providing outstanding service at every interaction.

Reporting Structure

Reports directly to the Chief Operating Officer (COO).