Audiology Practice Patient Experience Coordinator
We need your love of people, attention to the tiniest patient experience detail and eye for efficient systems to support a private audiology practice in Florence. You would be the first point of contact in most cases for our practice and understand that a great patient experience is a critical part of our mission to provide better living through better hearing to the Pioneer Valley.
At Florence Hearing Health Care we take pride in doing things differently: for example, you’ll never see a sales goal at our practice, we don’t partner with any manufacturers, we don’t offer coupons or discounts for healthcare (but we do our best to make sure everyone can access the care they need!), and we think that a full time job should support an employee as much as the employee supports the business. That’s why our full time positions are 32.5 hours per week with a paid 30 minute lunch, salary comparable to an industry-norm 40+ hour week, paid time off, a health insurance stipend (we need to hire before we can get a group plan), a 3% retirement plan match, long-term disability and life insurance, and support for skill growth. This is a part-time position to start, at 12-18 hours per week with a flexible schedule within our normal clinic hours and a prorated benefits package. We anticipate this position can and will grow to a full-time 32.5 hours per week, which is also possible through a job sharing situation.
We are currently a three-person team, including a full-time audiology extern. Our long-term vision includes, potentially, two support folks and one additional provider, but we do not aim to grow for the sake of growth alone. We feel this will allow us to continue to provide excellent care and maintain work-life balance so we can continue to be motivated to provide the level of care that has our patients consistently leaving us five-star reviews.
More important than your office skill set is the you you will bring to our organization. You’re that person who can strike up a conversation with just about anyone and can adjust your communication style based on your communication partner (and in an audiology clinic that sometimes involves using a high volume!). Your written communication is as thoughtful and polished as your spoken word. You build good relationships with everyone because you understand that we’re all connected (i.e. that vendor enjoys working with you as much as the patient feels welcome and comfortable in our office). We welcome all people into our office, whether we end up being able to help them or not, and you are the front line to that feeling of being welcome.
Outside your people skills, you’re are a master of systems - our office system will be well-run and well-documented under your care. You are always on the lookout to learn and grow and improve and will actively make suggestions if you see an opportunity. You understand that you’re coming into a practice that has done a great job taking care of patients and now needs someone to take care of the practice (for example, you’re going to help tackle that list of things we just haven’t been able to get to!).
So how does this position specifically contribute to our goals? Here are the job responsibilities:
Patient Scheduling, including referral management
New patient paperwork and document maintenance (includes verifying appropriate referral received; all document storage is cloud-based)
Greet patients at clinic (check in and check out, including payment processing)
Ensure all data and personal information security compliance
Learn basics about hearing tests and hearing instruments to be able to answer simple inquiries
Insurance benefit checks
Patient experience follow-up (using our practice management software)
Review and maintain data on patient feedback (i.e. online reviews)
Continual review and improvement of patient experience
PROJECT: Evaluate and map existing systems; suggest areas to be addressed; project plan for areas of improvement; document all patient systems in office operations manual.
Opening and/or closing procedures
Maintaining office supplies, including patient hospitality
Interface with office vendors as needed
Assist with ongoing insurance credentialing requirements and set up of new plans
Maintain clinic information on directories (including insurance providers)
Continual review and improvement of facilities experience
PROJECT: Evaluate and map existing systems; suggest areas to be addressed; project plan for areas of improvement; document all clinic systems in office operations manual.
Hearing Aid / Audiology Assistant Opportunity
If you find out you love audiology and working with hearing aids, we will support the right candidate in pursuing an Audiology Assistant or Hearing Instrument Specialist certification.
If you think this could be a good fit for you and for our clinic, please send your cover letter letting us know why to firstname.lastname@example.org. Attach your resume, too, for good measure, in PDF form, please. We’ll contact folks for an initial phone chat.
Salary range for the Patient and Clinic Experience Coordinator:
Full time 32.5 hours is $36,000-$48,000 (manager-level growth opportunity up to $60k)
Anticipated starting range is $36,000 to $42,000 depending on experience and qualifications prorated for part-time based on 32.5 hour week (18 hours = 55.4%)