Operations Coordinator

About The Company

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability.

With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Full-Time, Onsite, Durham, NC

The Operations Coordinator provides administrative and compliance support to the Operations Department (Product Control & Order Fulfillment). In this role, you will be instrumental in maintaining Protected Health Information (PHI), HIPAA compliance, and managing patient files in accordance with MED-EL’s Patient Record and Handling specifications.

• Enter patient information from Intake Form (including insurance information, HIPAA consent, Bill of Rights, etc.) into Navision database or designated system
• Ensure required documentation is received by patients to MED-EL as required by Federal Regulations. Implement collection efforts as necessary for missing documentation;
  Operations Coordinator is accountable for obtaining missing signatures or missing portion of a fax received directly from recipient, caregiver, or account and will only engage Customer Account Services Representative staff on more complex collection efforts to secure missing documentation
• Manage collection of implant and external equipment manufacturer's warranty registration and data entry
• Manage and distribute patient forms to appropriate departments and staff responsible for maintaining (research, marketing, etc.)
• Manage MyMED-EL registration end-to-end process
• Request and follow up on missing Patient Intake Forms as needed
• Create and maintain center files according to MED-EL's Patient Record and Handling specifications
• Maintain patient and center file room in clean, organized and safe manner
• Prepare and mail weekly letter requests for outstanding Return Authorization's (RA) open for equipment returns and patients
• Document RA follow-up requests in Navision database or designated system for patient records
• File Equipment Return Instructions and other RA related documentation
• Understand the data management within Navision related to service items, serial numbers and registration data to ensure accuracy and integrity for reporting purposes
• Updates Navision database or designated system for inactive contacts in the Center Customer Cards
• Leverages CRM and various available resources to conduct research and other tasks
• Maintain Protected Health Information (PHI) for patient files as required by Federal and State regulations
• Create and maintain patient files and reimbursement patient files according to MED-EL's Patient Record and Handling specifications
• Understand and support the workflow of the Customer Care Department and Operations to anticipate and meet information needs
• File and maintain Return Authorization documentation and service/repair binders
• Support requests from staff that need patient charts in the file room
• Comply with MED-EL HQ Subsidiary contract regarding the implant and external registrations and sending such documents in the required time frame

• Handle assigned responsibilities with minimal supervision
• Ability to complete work in accordance with complex operational procedures
• Ability to follow the latest guidelines set by the company and proficiently utilize available technology (i.e.
  
  -ERP, CRM, Docu Sign, and other technologies relevant to the Operations Coordinator position)
• Ability to complete assigned tasks in a timely manner, working efficiently to carry…