Senior Patient Care Coordinator

Sr. Patient Care Coordinator

Who we are

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Phonak, Unitron, Advanced Bionics, and Connect Hearing – we develop, manufacture, and distribute solutions that push the limits of technology and redefine the future of our industry.

 

The Way We Work

At Sonova we value our employees and prioritize their wellbeing. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across the business while offering flexibility for individuals in how they get the work done. Each team designed its optimal work model, customizing a working environment that balances team, business, and individual needs to ensure successful business outcomes. By offering working options, we support more flexible and individualized time management opportunities, contribute to healthy work-life integration, increase employee engagement, allow for the building of meaningful working partnerships, and optimize productivity, acknowledging you have a life outside of work. 

 

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team, and our responsible approach to all things we do, bring the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

1. We Care -- We care for our employees, customers, and consumers, as well as our shareholders and society.
2. We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.
3. We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes, and skills, to realize growth.
4. We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.
5. We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace.

 

The Sr. Patient Care Coordinator (SPCC) works closely with the clinical staff to ensure patients receive quality care and service. The Sr. Patient Care Coordinator will provide support and direction to the region and the Patient Care Coordinators (PCC) within the clinic. The SPCC is skilled in the relevant point of sale system and is held accountable for getting the PCC in their area the training required to execute the PCC role successfully. The SPCC motivates and mentors PCCs for local events, activities, and evaluation generation efforts. The SPCC leads by example incorporating enthusiasm and flexibility when taking on special projects and process improvement efforts, along with the support of company initiatives.

 

Main Task and Responsibilities:

Onboarding and continued training of new Patient Care Coordinators

• Subject matter expert on company systems, processes and policies & procedures

• Consistently recognize trending errors and promptly follow up with the Patient Care Coordinator Manager and Patient Care Coordinator to address process issues (related to SOP, processes in general, and linked to the relevant ERP system)

• Provide first-level support and escalation for PCCs through building trust and excellent communication between the Sr Patient Care Coordinator and the     Patent Care Coordinator

• Facilitate Refer a Friend gift card program

• Attend and support by coaching and mentoring for successful community events and local outreach

• Make recommendations for process and training improvements to the Sales Service team member of their region.

• Attend Sr Patient Care Coordinator organized by the leadership team

• Understand and act in a manner consistent with the company vision, mission, and values, promoting team participation around these initiatives

• Support any regional schedule changes in the relevant systems

• Support and mentor the roll-out and implementation of new policies and systems as needed

• Operates in compliance with all local, state, and Federal laws as well as Company policy and compliance standards

• Adhere to AC US brand standards

• Other duties and responsibilities as assigned