OSC/Patient Care Coordinator

HearingLife is a part of the Demant Group, a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect with the world around them.  With over 600 locations across the United States – HearingLife’s vision is to make a life-changing difference for people with hearing loss.  Our innovative technologies and know-how help improve people’s health and hearing.  We create life-changing differences through hearing health.

The Patient Care Coordinator, ECO Operations Coordinator role acts as the face of our retail clinics located around the country and in our local communities.  In this role, our Team Members support the patient experience and revenue goals for the clinic by attracting new patients, managing administrative and operational functions, and coordinating patient interactions and needs.  Patient Care Coordinator, ECO Team Lead also has operational responsibility to drive program alignment.  Role responsibilities will be divided 30% operations and 70% patient care coordinator duties.

This role requires someone who will uphold the HearingLife Core Values:

• Team First
• Take Ownership
• Be Caring
• Drive Results

Patient Care Coordinator Purpose Statement:

To help more people hear better by driving traffic to our clinics with the creation of test appointments while ensuring a positive patient experience.

Essential Job Functions:

Drive Patient Appointment and Clinic Revenue Generation:

• Based on team prioritization, develops new tools that drive ECO program success.
• Gains alignment with ECO leaders on all new policies, processes, etc.
• Works with ECO Leads to consolidate and streamline ECO processes between territories and provide reporting and data analysis to support decision making.
• Works with support center to improve coordination and communication.
• Manages initiatives and developing documentation requirements.
• Call database of potential and existing patients using company-generated sales scripting to schedule appointments for hearing tests.
• Ensure daily metrics are achieved including but not limited to outbound calls made and appointments booked.
• Make confirmation calls to ensure Patients are present at their scheduled appointment time.
• Drive clinic traffic by collecting and managing patient referrals through in-clinic interactions.
• Collaborate with clinic Provider to develop ways to bring in more Patients to support HearingLife’s vision; “Help More People Hear Better”.

Conduct an effective morning huddle each day with clinic Provider to ensure an organized and productive 3-day patient calendar/schedule view.

• Manage Patient Relationship and Community Engagement:
• Become a subject matter expert and execute all HearingLife operational process and procedures called “All The Right Things” including but not limited to: block schedule, morning huddle, Out Of Warranty, third party, wellness referrals, physician referrals, Professional Sales Presentation and Tested Not Treated process.
• Provide an exceptional patient experience, welcome patients to the clinic, and always maintain a positive patient rapport as a HearingLife brand ambassador.
• Assist walk-in patients with any needs which may include cleaning hearing devices, changing batteries, and general maintenance.
• Support the organizations vision to “Help More People Hear Better” by participating in community outreach programs such as Campaign for Better Hearing.

Administrative Functions:

• Handle Insurance and Managed Care Benefit
  • Ensure timely processing of all insurance and billing documents to maximize revenue and payment in a timely manner.
  • Maintain patient files in accordance HIPAA & legal compliance regulations
  • Master the required computer skills including CRM database
  • Coordinate with third party companies (managed care) to determine benefits and facilitate the sale & delivery of hearing devices
  • Coordinate with insurance department to determine patient specific coverage understand current HIPAA laws, and verification of insurance benefits in a timely and accurate manner.
• Ensure all transactions are entered into Point of Sale (POS) system in an accurate and timely manner
• Maintain an accurate account of petty cash funds, bank deposits, and credit transactions
• Submit daily end of day reports to corporate partners
• Ensure all patient documents are completed timely and accurately
• Handle data entry and appointment scheduling using company scheduling protocols and internal scheduling database software.
• Process CareCredit applications, where applicable by state law
• Maintain an accurate record of clinic inventory
• Order and maintain clinic supplies
• Answer phone calls, emails, return calls and patient follow-up calls
• Partner with Provider to ensure office is clean and well-maintained
• Be a company ambassador with new hire referrals

Education and Experience:

• High School Diploma or equivalent; Associates degree preferred but not required.
• Successful history of supporting hearing health care service delivery and revenue generation in a nursing home, assisted living, adult day care or residential living environment.
• Minimum of 1 year of previous front office, preferably in a customer service or sales setting.
• Technically savvy with computer and systems including intermediate knowledge of MS Office Suite specifically Outlook, Powerpoint, Word, and Excel (including Pivot tables)
• Proactive customer service skills, exhibiting friendly and courteous behavior in all Patient interactions.
• Exceptional professionalism, clear and articulate in communication; verbal, written, and face to face.
• Outstanding planning and organizational skills.
• Superior multi-tasking and time management discipline.
• Ability to work independently and collaboratively with staff and support services.

Key Job Competencies:

• Interpersonal skills
• Goal oriented
• Dynamic

Travel:

This role may include some very light travel which could include new-hire training, quarterly meetings, and possible help at other clinics

#LI-DNI