Position Summary:

The Patient Care Coordinator (PCC) / Front Office Associate / Sales Assistant is the first point of contact and demonstrates professionalism by using a patient centered approach of building trust, meeting needs and delivering solutions through recognizing the needs and opportunities that exists.  This position screens the customer to determine how we can best help them, responds to questions regarding advertising promotions, learn to recognize a potential “opportunity” and facilitate smooth patient flow and services to the customer.  They support the clinical staff by scheduling appointments and handling administrative processing and record- keeping. Support the mission of the company by demonstrating excellent customer care and incorporating telemarketing and customer retention calls as needed. This position is responsible for tasks needing completion daily, weekly and monthly, as well as identifying the ongoing and varied needs of the patients.

Essential Duties and Responsibilities:

·         Provide the first customer contact for patients who call or come in to schedule an appointment or inquire about our services.  Screen calls, recognizing opportunities and facilitating excellent service by providing the information necessary to secure an appointment, sell a product or answer questions.  Schedule and confirm appointments.

·         Schedule and register patients according to company guidelines.  Coordinate provider’s schedule and ensure the smooth and efficient flow of patient care while in the office.

·         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 account daily and monthly with reporting to corporate.

·         Conduct outbound telemarketing calls to patients & track marketing calls and inquiries from initial contact through the point of sale. 

·         Verify patient information, billing/insurance data, request third party prior authorization as needed, complete appropriate documentation and maintain patient charts to include the filing of all patient records. 

·         Participate in grassroots marketing efforts to include phone marketing campaigns, compiling physician packets, coordinating community lectures, recall letter, distribution of patient comment cards, etc.

·         Maintain all daily, weekly and monthly reports and tracking documents as directed. 

·         Respond to company requests for billing, patient and accounting information. 

·         Responsible for a variety of administrative tasks to include typing, filing, inventory, mail and verifying the status of and checking in hearing aids and repairs.

·         Responsible to open and close the office on a daily basis and ensure the reception and waiting area is well maintained.

Supervisory Responsibilities:  No supervisory responsibility

Education and Experience Requirements:

·         An Associates degree in administrative, accounting, sales or customer oriented field or equivalent work experience.

·         A minimum of 2 years office management experience in a customer driven industry.

·         Front desk medical/sales field experience and/or knowledge of procedures desirable.

Required Skills:

·         Experience with word processing and database software.

·         Excellent interpersonal skills that allow effective working relationships with a diverse, patient, colleague, and vendor population. This includes listening, sales and problem solving skills.

·         Excellent oral and written communication skills, strong customer service orientation, detail oriented & excellent organizational skills.

·         Basic understanding of accounting procedures and good math aptitude.

·         Ability to manage multiple tasks within strict deadlines.

·         Ability to input and track sales revenues and balance accounts daily and monthly.

Physical Demands:

·         Ability to handle a busy office with interruptions, calls, walk-ins and direct the flow of the office with efficiency and grace.

·         Must be able to pick up after an interruption to complete tasks that need focus, i.e. balancing daily accounting and scheduling appointments.  Must be able to lift boxes up to 20 pounds.