Patient Services Coordinator (Fort Walton Beach / Crestview, FL)

• Receive all patients into the clinic according to standards set forth by the company. (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 PMS system.
• Adhere to PO Process and inventory guidelines.
• Maintain cash ‘till’ and make regular bank deposits.
• Reconcile all deposits daily and report weekly.
• Collect patient insurance information and verify benefits.
• Submit insurance billing requests. Monitor claim status for follow-up as needed.
• Comply with monthly AR 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.
• Ensure accurate patient record classification via updates to required fields and additional research as needed.
• Prepare for and participate in special events.
• Maintain day-to-day operational procedures. (Integration)
• Maintain office supplies and organization.
• Manage patient files per company standards.
• Adhere to HIPAA guidelines and protect patient privacy.

• Customer Retention – Measured by active customers as a percentage of clinic total customers
• Patient Referrals – Measured percentage of referrals from your active customer database
• Same- or Next-day New Patient Appointments – Measured by the number of days ‘wait time’ for Hearing Consultation
• Days Sales to Cash – Measured by the number of business days payments are outstanding
• Maximized Opportunities – Measured by the percentage of Hearing Consultations completed with a companion (to scheduled)

• Support Northland Employee Corporate and/or Department Guidelines
• Adhere to guidelines set forth in the Employee Handbook
• Support corporate health and safety objectives
• React to change productively and handle other essential duties as assigned
• Actively engage in meetings and training sessions applicable to the position

• Education: High school diploma preferred or equivalent work history
• Experience: Some experience in a customer service or retail position desirable.
• Knowledge: Solid computer skills and knowledge of Microsoft Office Programs
• Industry familiarity encouraged

• Excellent Customer Service skills
• Ability to organize and multitask
• Problem solving skills
• Good communication and interpersonal skills required
• A strong desire to learn
• Positive outlook
• Joy, Respect and Courage
• Responsibilities

• External: This position communicates regularly with patients, manufacturers, other vendors, and insurance companies
• Internal: This position communicates regularly with the administrative, clinical and leadership teams.

• Normal office conditions
• Occasional travel required for training and meetings

Starkey HearCare