Senior Patient Care Coordinator

Description:

The Sr. Patient Care Coordinator (SPCC) works closely with the clinical staff to ensure patients are provided with quality care and service. The SPCC provides support and direction to the region and to the Patient Care Coordinators (PCC) within the clinic. The SPCC is skilled in the relevant point of sale system and is held accountable to get the PCCs in their area the training required to successfully execute the PCC role. 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 improvements efforts, along with the support of company initiatives.

 

Responsibilities:

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

· Onboarding and continued training of new PCCs

· Consistently recognize trending errors and promptly follow up with the Regional Manager of Patient Care (RMPC) and PCCs 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 SPCC and the PCCs.

· 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 SPCC calls organized by the leadership team

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

· Support any regional schedule changes in the relevant systems

· Support and mentors 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 Sonova AC US brand standards

· Other duties and responsibilities as assigned

 

Education:

· High School Diploma or equivalent

· Associate degree, preferred

Certifications:

· Not applicable

 

Product Knowledge Required:

· Prior experience/knowledge with hearing aids is a plus

Skills/Abilities:

· Professional verbal and written communication

· Strong relationship building skills with customers, physicians, clinical staff

· Shows proficiency in relevant internal systems

· Experience with Microsoft Office and Outlook

· Knowledge of HIPAA regulations

· Ability to exhibit empathy

 

Work Experience:

· 2+Years in a health care environment is preferred

· PCC role experience is required

· Previous training experience is preferred

· Previous customer service experience is required

 

Statement of Other Duties:

This document describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.