[Hiring] Patient Care Coordinator @Virsono Hearing Centers

Role Description

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
• 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:

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

Qualifications

• 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.

Requirements

• 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.