Patient Care Coordinator in Orchard Park, New York at Virsono Hearing Centers

Virsono Hearing Center, in collaboration with partnering Ear Nose and Throat practices, is seeking a Virtual Patient Care Coordinator with exceptional communication skills and a desire to provide world-class patient service. The Virtual Patient Care Coordinator serves as the first point of virtual patient contact, demonstrating expertise in Virsono processes, technology platforms, and the ability to multi-task in a remote environment.

This role requires professionalism, compassion, and a patient-centered approach; building trust, meeting patient needs, and recognizing opportunities to exceed expectations. The Virtual Patient Care Coordinator manages patient flow virtually by coordinating appointments, verifying insurance as needed, scheduling evaluations and other appointment types, supporting clinical teams through accurate scheduling, handling electronic communications, and ensuring that all digital records are complete and accurate.

In addition, the North Carolina Scheduling Lead is responsible for collaborating with the in-clinic North Carolina schedule leads to ensure accuracy of schedules, which includes Hearing Treatment Evaluation schedule blocks, provider capacity and utilization.

RESPONSIBILITIES include but are not limited to the following:

1. Serve as the first point of contact for patients through phone, email, portal, or text, managing all communications promptly and professionally.
2. Schedule, confirm, and manage patient appointments via inbound and outbound calls, maintaining a clear understanding of all appointment types.
3. Work outbound call lists to engage new patient leads, follow up on referrals, and support scheduling goals.
4. Contribute to maintaining the Virtual Patient Care Coordinator Team’s metrics and KPIs.
5. Monitor daily schedules to ensure smooth virtual patient flow, identify insurance needs, and support the authorization process.
6. Troubleshoot and resolve hearing aid issues and patient questions over the phone, delivering timely and accurate outcomes.
7. Support patient onboarding through portal registration, electronic intake forms, and questionnaires.
8. Maintain accurate, up-to-date patient charts in CounselEAR EHR and related platforms; complete reporting and other administrative documentation as needed.
9. Collect and record patient payments electronically; track revenue and assist with daily accounting tasks.
10. Provide remote support to clinic staff by managing scheduling blocks and coordinating diagnostic/clinical calendars.
11. Audit North Carolina provider schedules on a regular basis for errors and ensure they align with clinic capacity, patient demand, and operational goals.
12. Maintain the RingCentral call queues for the VPCC team, adding, removing, and updating individual members.
13. Participate in company meetings, team trainings, and virtual huddles.
14. Perform other duties as assigned.

2+ years of customer service, call center, or healthcare support experience preferred.

• Strong oral and written communication skills.
• Proficiency in Spanish a plus.
• Basic understanding of accounting procedures and aptitude for handling electronic payment systems.
• Demonstrated experience following clinical protocols and documenting patient interactions.

QUALIFICATIONS:

To perform this job successfully the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The drive to help individuals with hearing impairment and interest in making a difference in patient’s hearing journey.
• The drive to lead with compassion, clear communication, and maintain excellent concierge-level service.
• Literacy in Computer skills, Microsoft 365 Office, Teams, and Outlook.
• The ability to always interact professionally with patients, hearing care professionals, and other onsite and virtual team members.
• Strong interpersonal skills, organizational skills and attention to detail.
• Experience in the medical field is preferred.
• Cross-functional effective communication, both written and verbal.