Patient Care Coordinator-Audiology

Job Description

Job Description

Job Description

Job:

Patient Care Coordinator

EEOC:

Administrative Support

Status:

Non-Exempt

Department:

Hearing Center

Position Overview: The Patient Care Coordinator serves as the primary administrative point of contact for patients, managing scheduling, intake and front-end processes. This role is responsible for greeting customers, answering the phones, and timely response to all patient inquiries. This role ensures a seamless patient experience while supporting audiologists through efficient coordination of appointments, documentation, and patient retention workflows. The PCC will be able to answer questions regarding advertising promotions, screen customers to determine what services will meet their needs and demonstrate excellent customer service. The position supports the mission of the practice by demonstrating excellent customer care and incorporating customer retention calls and account management as needed.

Responsibilities:

1. Office Management
   1. Open the office and ensure the front office is in order
   2. Maintain an attractive and welcoming office environment
   3. Submit any work orders needed to management
2. Patient Intake & Front Desk Operations
   1. Greet and check in patients: verify demographics and insurance
   2. Collect required documentation (ID, insurance cards, referrals, records)
   3. Ensure completion of intake forms, case history, HIPAA and consents

1. Completes all patient check in procedures, including paperwork, scanning insurance information, obtaining primary care physician information and collecting any balance on account prior to patient's appointment

1. Prepare client charts on a daily basis
2. Manage filing of all charts electronically
3. Assist with patient referrals as needed
4. Maintain organized front desk workflow and patient flow

1. Phone & Email Services
   1. Promptly and professionally answers telephone calls. Routes calls appropriately and guides customers to the appropriate service.

1. Retrieves phone messages, Podium text messages and patient emails.
2. Prioritizes return phone calls, text message and emails, providing appropriate clinical triage.
3. Assists walk in and phone patients with basic product information as needed relating to hearing aids, hearing aid services, and retails products available over the counter.

1. Scheduling & Appointment Management
   1. Schedule all appointment types
   2. Optimize provider schedules (block management, appointment types)
   3. Confirm appointments and manage cancellations/no-shows
   4. Coordinate multi-step care plans (eval → fitting → follow-up)
   5. Communicate appointment expectations to patients
   6. Track referral source for all patients
   7. Complete recall tasks as specified in Blueprint
2. Insurance Verification & Financial Counseling
   1. Communicate patient financial responsibility clearly (estimates, deposits)
   2. Verify benefits for audiology services and hearing aids
   3. Complete Good Faith Estimates and Advanced Beneficiary Notices as needed
3. Front-End Billing & Payment Collection
   1. Collect co-pays, deposits and balances at time of service
   2. Generate receipts and post payments accurately
   3. Coordinate financing options (i.e. Care Credit)
   4. Ensure clean handoff to billing team
   5. Communicate with Billing Coordinator to assist with patient inquiries as needed

1. Hearing Aid Workflow Support
1. Coordinate with Hearing Aid Coordinator on device status
2. Schedule fittings upon device arrival
3. Communicate timelines and expectations to patients
4. Assist with repair intake and pick up coordination

1. Walk-In Hearing Aid Repair Triage
   1. Assist clinical staff with triage of hearing aid problems
   2. Provide smartphone and hearing device support as able, seeking provider assistance if needed
   3. Provide device cleaning (i.e. dome and filter changes) as able, seeking provider assistance if needed
   4. Fulfill supply orders as able, seeking provider assistance if needed
2. Marketing & Patient Retention Tasks
   1. Complete recall tasks as specified in Blueprint Solutions OMS
   2. Assist with marketing tasks as directed
3. Patient Communication & Experience
   1. Serve as the primary contact for phone, email and in-office inquiries
   2. Provider clear, professional communication regarding services and next steps
   3. Manage patient concerns and escalate when appropriate
   4. Maintain a high level of customer service and patient satisfaction
4. Documentation & Compliance
   1. Document all interactions with patients appropriately in Blueprint
   2. Maintain accurate records of device transactions and patient interactions
   3. Ensure compliance with HIPAA and financial policies
   4. Support audit readiness
   5. Follow state and payer-specific requirements for audiology services and hearing aid dispensing
5. Cross-Functional Support
   1. Collaborate with audiologists on patient flow and multi-step care plans
   2. Assist audiologists with physician referrals and records
6. General Responsibilities
   1. Other duties as assigned.
   2. Demonstrated understanding of hearing-impaired communication needs, including talking slowly, clearly and at elevated levels as needed for the patient to hear.
   3. Ethics and compliance: Performs to ethical standards by following practice policies and procedures. Exhibits integrity and ethical behavior in all work situations. Reports ethical and compliance issues promptly.
   4. Operate equipment including BluePrint Office Management System, and standard office equipment including computers, fax machines, copiers, printers, scanners, telephones, etc.

Qualifications:

• Required Qualifications: High school diploma required.
• Preferred Qualifications: Associate's degree in administrative, accounting, sales or customer oriented field, or equivalent work experience preferred.
• Excellent interpersonal skills that allow effective working relationships with a diverse customer, colleague, and vendor population. This includes listening, sales and problem solving skills.
• Ability to work independently as well as in a team environment.

PHYSICAL REQUIREMENTS (MediumMax 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

This job description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by the Supervisor.