Patient Care Coordinator - Receptionist

Waterville Audiology Patient Care Coordinator (PCC) Position Details

This is a full-time, in-person position located at our Waterville, Maine office. This is not a remote or hybrid position.

• Monday through Friday
• 8:00 a.m. to 5:00 p.m. with a one (1) hour unpaid lunch break
• 40 hours per week

This position is eligible to receive full-time employee benefits that include:

• Paid Time Off: 1 week (40 hours) accrued annually starting after 90 days of employment; 2 weeks accrued annually starting after 1-year of employment
• Unpaid Time Off: 40 Hours Per Year Allowed with ample notice for scheduling purposes
• Paid Holidays: 4 days paid from the choice of:
  New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day

The Patient Care Coordinator (PCC) serves as Waterville Audiology's primary Patient Experience Coordinator and the first in-person point of contact for patients. This position is responsible for creating an exceptional patient experience from arrival through departure while overseeing front desk operations, patient flow, check-in/check-out processes, and daily reception activities.

The PCC serves as the face of the practice, ensuring every patient interaction reflects the professionalism, compassion, and service standards of Waterville Audiology. The PCC works collaboratively with the Patient Care Scheduling Coordinator (PCSC) to provide seamless communication and continuity of care while maintaining efficient office operations.

Although each position has clearly defined primary responsibilities, the Patient Care Coordinator (PCC) and Patient Care Scheduling Coordinator (PCSC) function as one collaborative front office team. Both positions will receive cross-training to develop proficiency in the responsibilities of the other role, ensuring uninterrupted patient care and operational continuity during employee absences, vacations, and periods of increased patient volume. Success in these roles requires teamwork, communication, flexibility, and a shared commitment to providing an exceptional patient experience at Waterville Audiology.

• Serve as the primary in-person point of contact for all patients and visitors.
• Deliver an exceptional patient experience from arrival through departure.
• Welcome patients in a professional, friendly, compassionate, and engaging manner.
• Build positive relationships with patients and families.
• Maintain a clean, organized, comfortable, and welcoming reception area.
• Anticipate patient needs and proactively assist whenever possible.
• Resolve non-clinical patient concerns while escalating clinical concerns appropriately.
• Ensure the reception area reflects the professional image of Waterville Audiology.
• Support providers by maintaining smooth patient flow throughout the day.

• Verify and update patient demographic and insurance information.
• Confirm required paperwork has been completed.
• Obtain signatures and required documentation.
• Notify providers of patient arrival.
• Ensure patients are prepared for their appointment.

• Generate invoices.
• Collect payments.
• Process third-party transactions including Amplifon, Nations, and other contracted programs.
• Schedule provider-directed follow-up appointments.
• Provide receipts and patient documentation.
• Answer patient questions regarding invoices and payments.

• Serve as the primary coordinator during walk-in hearing aid service hours.
• Manage patient flow.
• Coordinate with providers and Audiology Assistants.
• Assist patients with hearing aid supplies and accessories.
• Ensure efficient workflow while maintaining excellent customer service.