Oregon Hearing Solutions

Position Description for Patient Care Coordinator

Position Title: Patient Care Coordinator

Reports To: Dr. Scott G. Johnson

Position Summary:

• The Patient Care Coordinator (PCC) is the first point of contact for the patient and is responsible for creating a positive first impression.
• The PCC demonstrates professionalism by using a patient centered approach of building trust, identifying needs and delivering solutions.
• They demonstrate excellent patient care. The PCC screens the patient to determine how Oregon Hearing Solutions can best help them.
• The PCC responds to questions regarding advertising promotions and services offered.

The PCC recognizes sales opportunities and participates in actions to convert these opportunities into revenues.

• They support the Audiologist and Hearing Instrument Specialist by scheduling appointments, handling administrative processing, record-keeping, and patient retention calls as needed.
• PCC provides additional office support by performing a variety of customer service, sales, marketing, operational, administrative function and other business-related duties as assigned.

Essential Duties and Responsibilities:

• Provide the first contact for patients who call or come in to schedule an appointment or inquire about services. 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.
• Schedule and confirm appointments while coordinating the Provider’s schedule according to guidelines.
• Ensure the smooth and efficient flow of patient care through the use of customer service skills and adept word processing and database management skills.
• Check patients in and out, collect and record payments, track revenue and accounting activities to include petty cash reconciliation, end of day close bank deposits, posting of charges, entering invoices, payments and insurance contract information. Balance accounts daily and monthly.
• Demonstrate and sell assisted listening devices (ALDS), batteries and other specialty products as described.
• Perform minor hearing aid repairs 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.
• Work with insurance and workman’s compensation agencies to facilitate authorizations and benefit verification.
• Maintain all daily, weekly and monthly reports. Track marketing calls and inquiries from initial contact through the point of sale. Track other documents as directed.
• Handle a variety of administrative tasks to include typing, filing, inventory, mail and verifying the status of and checking in of hearing aids and repairs.
• Open and close the office on a daily basis according to contracted hours of operation.
• Ensure the reception and waiting area is well maintained.
• Shift among several tasks at any given time to ensure the smooth and efficient operations of a busy clinic.

Additional Responsibilities:

• Maintain a clean, professional office environment in accordance with office standards.
• Assist with resolutions of patient or order problems.
• Participate in specified training modules.
• Maintain office product and procedures manuals and other relevant documentation.
• Use approved scripts to telemarked prospects.
• Communicate all relevant information to provider.
• Meet performance/productivity standards.
• Reliable Transportation Required

Supervisory Responsibilities:

• No supervisory responsibility

Required Skills:

• Must be adept at word processing and possess database management skills.
• Excellent computer skills including navigating complex online portals.
• Excellent interpersonal skills that allow for effective relationships with diverse customers, colleagues, and vendors. This includes listening, sales techniques and problem-solving skills.
• Excellent oral and written communication skills.
• Basic understanding of accounting procedures and good math aptitude.
• Strong customer service orientation.
• Excellent organizational skills.
• Ability to manage multiple tasks within strict deadlines. Ability to handle a busy office with interruptions, calls, walk-ins and direct the flow of the office with efficiency and grace.
• Detail oriented.
• Outgoing and confident. Uninhibited about soliciting potential patients.
• Participate in clinic meetings and events.

Physical Demands:

• Must be able to lift boxes up to 20 pounds

Oregon Hearing Solutions, LLC is an audiology office. We specialize in the identification and remediation of hearing loss. Our clientele consists of a wide variety of people from the area. Dr. Johnson has been working with the hearing impaired in the Portland area since 1992.